Project Manager: Client Delivery & Operations

About Law Ops Forge

Law Ops Forge staffs, trains and powers client intake for law firms. Our trained legal intake specialists answer our clients' phones around the clock. We also run their Google Ads and Local Services Ads, build the integrations and dashboards behind them, and rebuild the intake-to-signed-case process underneath. All of our work sits between the money a firm spends to make the phone ring and the moment a retainer is signed.

The role

We need one person to own client delivery. You won't be assisting with it. You'll own it.

This role is for a self-starter, and we mean that literally. You'll report to the CEO and the Operations Director. They will show you how we work and answer good questions. They don't have the time to hold your hand or teach you the fundamentals while you learn on the job. You'll take the process, the role and the whole project, work out what needs doing, and do it.

If you need a finished playbook before you can move, this isn't the role for you. If you'd rather write the playbook, read on.

You'll spend your time in the CRM and the API docs, in call recordings and scorecards, and in front of managing partners explaining all of it in plain English. This is not a marketing role, and it is not a ticket-shuffling role.

What you'll own

• Client launches: run discovery and the intake audit, build the team and systems, then train, launch, optimise and scale. The date we give a client is the date the account goes live. If a date is going to slip, we know internally weeks before it becomes a problem.
• Intake operations: live human coverage 24/7/365, answering as the client's firm. You'll hold the standards: answer within 10 seconds, transfer qualified callers live on the same call, and reach a signed retainer or a documented fit decision within 72 hours of first contact. We don't put AI voice agents on live calls, and you'll need to defend that to prospects who ask why we aren't cheaper than a bot.
• Training, testing and certification: no specialist takes calls for a client until they pass a written test built for that firm, with a 98% pass mark. You'll build these assessments with the client's attorneys, run retesting, and own ongoing call scoring and coaching.
• Legal technology: read API docs and scope and oversee integrations across legal CRMs, telephony, lead capture, calendars and Google platforms. You'll brief and review our in-house developers, and write your own scripts when that's faster. You should be able to tell when a dashboard is misleading a client.
• AI behind the call, never on it: working depth with Claude across the apps and the API. That covers prompt and context engineering, transcription and call grading, review drafting, lead classification, internal tooling, and the evaluation and human-in-the-loop rules that keep it all safe.
• Google Ads and Local Services Ads delivery: account oversight, daily lead rating based on real call evidence, bad-lead disputes and credit reconciliation, verification and credential renewals, and ad policy setup for each practice area.
• Audits, advisory and programme delivery: run our free intake, Google and workflow audits and present the findings. Support our Private Consulting, Mastermind, Sales & Intake Accelerator and Fractional COO engagements, and handle the follow-through between sessions.
• The team and the numbers: allocation, rotas and capacity planning for a round-the-clock operation, plus regular reporting to leadership without being asked.
• Communications: Monitor and ensure thatall client communications between the team and client are responded too within 15 min.

Before the first call, qualification criteria, call flows, escalation rules, case value models and ad setup are built for each practice area with the client's attorneys. You'll make sure that actually happens before we launch a client.

What you need

• Proven experience running large-scale, multi-site operations remotely. You've been accountable for a workforce spread across more than one location or time zone, without being in the room with them.
• Several years managing delivery for external clients, with a record of hitting committed dates
• Experience running multiple client accounts at once with competing priorities
• Experience managing a team, including technical staff and shift workers
• Experience owning client relationships at owner or senior-executive level
• Real technical depth: APIs and integrations, reading code and writing scripts in Python or JavaScript, and comfort with Git, JSON, authentication and debugging failing integrations. This will be to build out specific dashboards per client.
• Hands-on experience using large language models for real work, including prompt engineering and API-level use
• Confidence with data: validating, transforming and querying it, and spotting when a report is wrong
• Excellent written English. You can be credible with a managing partner and a developer on the same day.
• Confidence presenting and training in front of a room, including sceptical attorneys
• Discretion with confidential information, and comfort being accountable for an operation that runs outside business hours
• Willingness to undergo background screening

Nice to have

• Experience in or around law firms, legal tech, legal marketing or legal operations
• Direct experience of law firm intake, or of a phone-based or contact-centre operation
• Google Ads or Local Services Ads certification, and experience with LSA verification, lead rating and disputes
• Experience implementing a legal CRM such as Lawmatics, Clio Grow, Filevine or CasePeer
• Spanish, or experience managing bilingual service delivery

How we measure success

• Client launches on or before the committed date: 98%
• Specialist pass rate before deployment: 100% at the 98% mark, no exceptions
• Speed to answer across managed accounts: under 10 seconds
• First contact to signed retainer or documented fit decision: within 72 hours
• Local Services lead rating coverage: every lead, every day
• Escalations raised before a date or account is at risk: 100%, no surprises
• Reporting: a weekly delivery report to the CEO and Operations Director, plus updates to the Operations Director every Monday, Wednesday and Friday, all without prompting
• Most Importantly - CLIENT RETENTION!

This role is not for you if...

...you need a defined process to work inside, you rely on others to explain technical detail to you, you avoid difficult client conversations, or you're comfortable letting a deadline slip quietly.

This will be a oppurtunity for someone with a entrepreneurial spirit, that wants to own their work, own their success and own the growth of a business. We want you to think longevity of employment, of the company and brand and everyone under you.

Package and working pattern

• Salary: R25 000 – R45 000 per month based on experience, paid in USD monthly, the ZAR amounts are indicative of what you can earn based on the USD / ZAR exchange rate.
• Performance bonus for exceptional metrics and client retention
• 100% remote
• US hours: mainly Eastern Time, sometimes Central, and these may shift depending on clients' US time zones. This is not a standard 8-to-5 job.
• You'll need a reliable, high-speed fibre connection & a good computer to get the job done.

How to apply

Apply through Indeed with your CV and a short note covering:

• A client project you delivered on time that was at risk, and what you did about it
• Something technical you built, and the decisions behind it
• A process you set up yourself, with nobody telling you how
• How you currently use AI in your own work

Pay: R28 500,00 - R41 500,00 per month

Work Location: Remote