Client Experience Legal Project Manager

This is an exciting opportunity to work for one of the top law firms in the U.S.! Davis Wright Tremaine LLP is looking for a Client Experience Legal Project Manager to join our team in our Seattle, Portland, Los Angeles, or San Francisco offices.  We offer a hybrid work engagement with two days of remote work, and three days in-office.   This position is responsible for providing high level support for client project teams, including overseeing matter management, contributing to process flow organization, and serving as a liaison between the client, the firm’s timekeepers, and interoffice departments. Other tasks include reporting on matter volume and financials, implementing technology tools, creating and maintaining knowledge management resources, and coming up with creative solutions to business opportunities. It requires someone who is highly detail orientated, exercises sound judgment, and possesses strong administrative, organizational, and interpersonal skills while prioritizing and managing multiple assignments. At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion. DWT fosters inclusiveness and authenticity. Regardless of position, everyone here has a voice and the support is unparalleled. On a typical day you will: Service Delivery: The Client Experience (CX) Team augments the traditional legal services provided to clients through proactive communication, actionable reporting, and strategic client satisfaction initiatives. As the primary staff lead on client programs, the Client Experience Project Manager is expected to:

• Work with lawyers and staff on high-volume matters to meet service expectations and address specific problems or opportunities to enable the firm to provide excellent, differentiated service
• Work with lawyers and staff to deliver service more efficiently, effectively, and profitably, including evaluating and developing new business process opportunities using technology, process improvement, legal project management, and alternative staffing
• Identify timekeepers' knowledge management needs and act on key opportunities for improvements, such as creation of operation manuals and templates, by understanding business context, client demands, and lawyer workflow
• Analyze and visualize data (using tools such as Microsoft Power BI, Tableau, and Microsoft Excel) to give firm and client leadership operational insight into financial and matter data
• Execute on client operational needs while reducing the amount of administrative time spent by timekeepers, especially partners
• Be willing and able to learn new technology tools (such as legal project management and document automation) to create efficiencies and add value to the client team
• Lead the onboarding and integration of new personnel to meet client needs, including attorneys, paralegals, and staff

 

 

Project Management: The Client Experience Team is responsible for managing numerous requests that affect the firm’s legal teams, the client’s legal operations team, and corresponding success metrics, requiring deft management of time and resources. The Client Experience Project Manager is expected to manage their own tasks and to:

• Assist client leadership and legal teams in defining scope, goals, and deliverables that support the business needs of both our law firm and its clients

 

• Collaborate with project leads to implement project management frameworks in support of monitoring matter budgets and project volumes to empower matter owners to improve matter sustainability and enable firm leadership to track progress against and adherence to the stated scope of work
• Integrate with client teams and be comfortable with legal concepts and terminology for the workstreams our team supports
• Collaborate with project leads to roll out process improvements and solutions using change management techniques through specific attorney coaching and training sessions
• Support project leads in creating, tracking, and reporting on the key performance indicators (KPIs) for each matter to track performance (e.g., budget requirements, staffing requirements, billing, time keeping, conflicts, waivers, and compliance with other outside counsel guidelines)

 

• Design, implement, and manage time entry code sets to facilitate gathering more detai