Manager of Client Experience

Position Summary The Manager of Client Experience is responsible for leading the day-to-day operations of the Veterans Support Squad Contact Center, ensuring Veteran clients and their families receive timely, compassionate, accurate, and five-star service across all communication channels. This role supports Berry Law’s commitment to Veterans by coaching, training, and developing client-facing staff; monitoring service quality and productivity; managing schedules and coverage; maintaining performance reports; and ensuring all client interactions reflect empathy, accountability, professionalism, and the firm’s Warrior Ethos. The Manager of Client Experience works closely with the Director of Client Experience to identify client pain points, improve communication workflows, support client journey initiatives, and ensure the Contact Center consistently meets service standards. Primary Responsibilities Contact Center Operations - Oversee daily operations of the Veterans Support Squad Contact Center, including phone, email, and task-based client support. - Ensure Veteran clients and their families receive prompt, professional, compassionate, and accurate assistance. - Monitor incoming call volume, email queues, task completion, response times, and service levels. - Assist with creating, managing, and adjusting staff schedules to ensure appropriate coverage across all communication channels. - Support workload distribution to maintain efficiency, responsiveness, and accountability. - Identify operational bottlenecks and recommend process improvements to enhance the client’s experience. - Ensure staff follow firm policies, communication standards, escalation procedures, and confidentiality requirements. Client Experience and Service Excellence - Reinforce five-star service standards in every client interaction. - Support the Director of Client Experience in improving the end-to-end Veteran client journey. - Identify recurring client concerns, barriers, or pain points and communicate trends to leadership. - Assist in implementing client experience initiatives, service recovery processes, and communication improvements. - Promote a client-first culture rooted in empathy, respect, patience, and professionalism. - Handle escalated client concerns when needed, using strong de-escalation and conflict resolution skills. - Ensure client communications are accurate, timely, compassionate, and aligned with Berry Law’s promise to Veterans. Team Leadership, Coaching, and Training - Lead, coach, mentor, and develop Contact Center staff to perform at the highest level. - Conduct regular one-on-one meetings, team huddles, coaching sessions, and performance check-ins. - Provide real-time feedback and structured coaching to improve communication quality, productivity, accuracy, and client satisfaction. - Assist with onboarding and training new team members. - Develop and deliver training related to client communication, emotional intelligence, CRM usage, task management, email etiquette, de-escalation, and service excellence. - Recognize high performance and address performance gaps through coaching, documentation, and improvement plans. - Foster a team culture rooted in accountability, compassion, excellence, and continuous improvement. Reporting and Performance Management - Prepare and maintain regular reports on Contact Center performance, including call volume, email volume, task completion, response times, client satisfaction, productivity, quality, attendance, and other key metrics. - Track team and individual performance against established service standards. - Analyze trends in client communication and staff performance to identify coaching needs and improvement opportunities. - Provide regular updates to the Director of Client Experience regarding team performance, staffing needs, client concerns, and operational challenges. - Assist with gathering and organizing data for client experience assessments, leadership meetings, and action planni…