Operations Manager, Client Transition and Case Intake RLS

Why Ryan?

• Hybrid Work Options

• Award-Winning Culture

• Generous Personal Time Off (PTO) Benefits

• 14-Weeks of 100% Paid Leave for New Parents (Adoption Included)

• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement

• Benefits Eligibility Effective Day One

• 401K with Employer Match

• Tuition Reimbursement After One Year of Service

• Fertility Assistance Program

• Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service

The Operations Manager, Client Transition and Case Intake – RLS plays a critical role in supporting the operational infrastructure of the RLS Legal Services business. Reporting directly to the President of RLS, this role is responsible for leading the design, implementation, and ongoing management of two key operational systems:

1. Client Transition Management: Oversees the process for transitioning large volumes of Ryan clients into RLS Legal Services Agreements. This includes managing data collection through Smartsheet, refining inputs from Ryan’s proprietary PropertyPoint system and Salesforce, and coordinating with tax consultants, attorneys, and the RLS India team.

2. Case Intake Management: Manages the digital intake of legal cases submitted by Ryan tax consultants using the Lead Docket and Filevine case management platforms. This includes maintaining and improving the Appeal Intake Portal, which supports both individual and bulk case intake through integrated interfaces.

The Operations Manager ensures both systems function efficiently and effectively, enabling RLS to scale operations, enhance client service delivery, and meet strategic business goals.

Duties and responsibilities, as they align to Ryan’s Key Results

People:

• Foster a positive team culture and experience.

• Build strong, collaborative relationships with internal teams including consultants, attorneys, and the India-based team.

• Communicate effectively across varying levels of the organization, including senior leadership.

• Provide oversight and direction for project teams supporting client transitions and case intake functions.

Client:

• Ensure timely and effective responses to internal client (consultant) inquiries.
• Lead the execution of initiatives tied to onboarding clients under legal services agreements.
• Manage the intake process to ensure accuracy, timeliness, and compliance with internal protocols.
• Identify and remove obstacles that could hinder timely case processing or client transitions.

Value:

• Design, implement, and optimize systems for data processing and workflow management related to client transitions and case intake
• Analyze operational data from multiple systems (e.g., PropertyPoint, Salesforce, Smartsheet, Lead Docket, Filevine) to drive process improvements.
• Create and maintain documentation, reports, and dashboards that support decision-making and operational transparency
• Support the broader strategic goals of the Legal Services practice through cross-functional collaboration and project execution.

Education and Experience:
Bachelor’s degree or equivalent required. Five years of experience in the professional services industry. Experience working with Salesforce platform a strong plus. Experience at Ryan is preferred, but not required.    

Computer Skills:
To perform this job successfully, it is very important that the individual has advanced skills in Microsoft® Smartsheet, Word, Excel, Access, PowerPoint, Outlook, and Internet navigation and research. The candidate will be trained in third party software programs used by RLS, including Lead Docket, and Filevine.  

Essential Skills Required:

• Ability to work with large quantities of electronic data and data fields.
• Effective written and verbal communication skills
• Attention to detail
• Effective presentation skills
• Demonstrates accuracy and thoroughness
• Sense of urgency
• Demonstrates willingness to be flexible and adaptable to changing priorities
• Ability to work effectively both independently and in a team-based environment
• Strong multitasking and organizational skills
• Strong project management skills.
   

Certificates and Licenses:
Valid driver’s license required.

Supervisory Responsibilities:
Work with and/or leads a team to e