About the role The Implementation & Operations Lead is a strategic operational role for someone who thinks critically about how work gets done and pushes for continuous improvement. This person owns the implementation lifecycle for our most complex client programs, serves as the quality control layer for the client services team, and partners with leadership to build the processes and tools that will define how we scale. As we invest in AI-enhanced operations and automation, this role will be at the center of that evolution for Client Services. What you'll do Retained Leads Implementation Own the full implementation lifecycle — from legal retainer editing and upload through activation — across the Retainer Program, Afterhours Support, and Always Connected Lead onboardings consultatively, advising attorneys and office staff on intake best practices that drive lead performance and long-term program success Guide clients through their first three leads, proactively diagnosing gaps and coaching offices toward optimal setup Anticipate activation risks early, escalating systemic issues to the Director of Retained Leads with context and recommendations — not just alerts Maintain technical ownership of platform setup across different software Client Services QA & Administrative Support Partner with client services leadership on operational projects — package cleanup, setup corrections, fulfillment issues — focused on preventing recurrence, not just resolution Serve as a go-to resource for client services team members and sales on complex accounts, escalations, and new program setup Contribute to process documentation, PBI discussions, and scalable workflows that strengthen the team Serve as the last line of defense for large buys and strategic accounts, conducting thorough pre-launch QA reviews Proactively audit account configurations — setup fields, sequence designations, office hours, and contact lists — before errors reach clients AI & Automation Partnership Collaborate with the AI team to identify where bots and AI-enhanced tools can reduce manual effort, improve accuracy, and streamline implementation workflows Translate frontline client services experience into practical requirements for new automation initiatives Bring a continuous improvement mindset — always asking how intelligent tooling can make operations faster and more reliable Qualifications A strategic thinker with high attention to detail — you evaluate and improve, not just execute Experience in contract review, client onboarding, or technical implementation strongly preferred Confident consulting clients directly on best practices, not just answering questions Able to manage multiple complex implementations simultaneously without losing accuracy Genuinely curious about AI and automation, and how emerging tools can transform operations Strong cross-functional communicator across sales, client services, technical teams, and external clients Benefits/Perks 3 Weeks Paid Time Off 12 Weeks of Guaranteed Paid Parental Leave Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.) 401(k) Retirement Savings Plan Wellness Initiatives/Employee Assistance Program Rewards and Recognition Programs Career Development Opportunities Pay Range Base Pay: $27-$30/hour plus 5% annual bonus (Remote - United States)