About The Lisinski Law Firm

Firm Mission Statement

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.

About the role

Lead the operational approach to after-sales client experiences and employee workspace in our office locations. Build teams, processes, technology, and vendor relationships to provide efficient yet high-level standards for client and employee workspace experiences.. As a senior leader at the firm, the VP Outer Office Operations is a strategic thought leader within the organization.

What you'll do

• Develop and oversee training of Intake Office Coordinators (IOCs) and Managers of In Office Operations (MOOPs) so that they can service client needs effectively and efficiently.
• Ensure standard operating procedures are in place for IOCs and MOOPs that also adhere to and integrate with “home office” operational protocols.
• Ensure operational foundations are in place, including: visibility on all queues and process for responding to issues, dashboards for visibility in appropriate areas, standard response when a change happens or queues rise, capacity plans are in place for appropriate staffing, KPIs and reporting to track performance, resource utilization, and client outcomes.
• Develop in office client service level expectations and success metrics.
• Monitor client satisfaction and retention trends, implementing feedback loops and continuous improvement initiatives.
• Oversee all aspects of workplace services, including facilities management, office operations, maintenance, and space planning.
• Oversee firm’s national real estate portfolio, including site selection, leasing, acquisitions, dispositions, and office expansions, ensuring portfolio aligns with workforce needs, client needs, financial goals, and long-term growth plans.
• Oversee delivery of a consistent, high-quality employee experience across all office environments, emphasizing comfort, collaboration, and inclusion
• Ensure all workspaces meet brand, safety, wellness, and accessibility standards while supporting an efficient way of working.
• Lead / oversee capital projects including office buildouts, renovations, and relocations—managing timelines, budgets, and vendor relationships.

Qualifications

• Bachelors Degree required, in operations management or engineering preferred.  Master’s degree in Business or related field preferred.
• Strong background in lean manufacturing, quality systems (Six Sigma) and continuous improvement as well as operational and business acumen – including capital planning, financial management
• Experience in managing complex, high-performing, multi-site (15+) operations for service-based company of which, five years will have been spent serving in a Senior Management role.
• Demonstrated success in establishing and scaling operational and customer service excellence, including training, SOPs, KPIs, dashboards, and capacity plans
• Experience in strategic planning and execution in a matrixed, fast-paced organization, including building processes, procedures and teams from scratch
• Working knowledge of workplace services & real estate
• Available to travel 25%