Assistant Director of Operations & Customer Experience
Position Title: Assistant Director of Operations & Customer Experience
Location: Hybrid Flexible (Denver Metro, Castle Rock, or Colorado Springs, CO)
Job Type: Full-Time
Job Date Posted: Thursday, August 27, 2026
About the Role:
We are seeking a highly experienced attorney and operational leader to join our firm as the Assistant Director of Operations & Customer Experience. In the legal industry, client experience is just as critical as legal representation. This Supervisory role is designed for a unique professional: a licensed attorney who deeply understands the nuances of legal practice, combined with a passion for client relations, conflict resolution, and operational excellence.
Reporting directly to the Partner and Director of Operations, you will lead our Reputation Management Team, steering our firm’s client satisfaction strategies, mitigating risks, and ensuring that every client feels heard, valued, and respected.
Primary Duties & Responsibilities
Your core objective is to bridge the gap between high-level legal operations and frontline client satisfaction.
Executive Escalation & Resolution: Act as the next level of escalation for complex client concerns. Ensure that issues are resolved in a timely, mutually agreeable manner while protecting the firm's integrity and adherence to ethical guidelines.
Root Cause Analysis: Collaborate directly with internal legal teams to investigate client complaints. Review case files, gather the legal team’s perspective, and identify operational or communicative breakdowns to prevent recurring issues.
Team Leadership: Directly supervise and mentor the two-person Reputation Management Team, guiding their daily priorities and long-term objectives.
Strategic Reporting: Meet periodically with the Director of Operations to discuss client feedback trends, review team performance metrics, and develop overarching strategies to continuously elevate our legal services.
Best Practice Integration: Synthesize client feedback data and monthly trend reports into actionable insights, distributing these learnings across all legal teams to replicate success and support underperforming units.
Team Leadership Structure
You will directly manage a specialized, two-person Reputation Management Team:
The Customer Relations Manager (CRM):
The CRM acts as the firm's frontline representative for client concerns. They survey clients, monitor Google reviews, and reach out to dissatisfied clients after coordinating with the respective legal team and reviewing the case file. They have in in depth understanding of Google Standards. You will serve as the CRM's operational guide and handle any escalations they cannot resolve.
The Client Experience Specialist (CES):
The CES focuses on the positive spectrum of our practice—identifying highly satisfied clients and surveying them to extract data on what our top-performing legal teams are doing right. You will set their collection priorities, analyze the data they gather, and turn those insights into growth opportunities for the rest of the firm.
Qualifications & Experience
We are looking for a candidate who brings both legal authority and exceptional emotional intelligence to the table.
Required:
Licensure: Must be an actively licensed attorney in Colorado.
Experience: Significant, proven experience with customer service, client relations, and conflict resolution, preferably within a high-stakes or professional services environment.
Ethical Expertise: A general understanding of resolving conflict checks specifically under the Colorado Rules of Professional Conduct.
Highly Preferred:
Digital Reputation Knowledge: Strong familiarity with Google’s rules, standards, and terms of service regarding online reviews and removal processes.
Leadership: A background in operational management or team supervision, with a track record of implementing process improvements.
Why Robinson & Henry?
Transparent, competitive salaries and annual raises
Medical, dental, and vision insurance, 401(k)
Generous paid time off (PTO) and paid sick leave
Career advancement with real management and skill-building paths
Work-life and workload balance, with capacity assessed proactively
Application Deadline: Monday, September 21, 2026
