Sr. Manager, Client Experience Strategy & Innovation

Description

About Us

Hello, we're Flare! We are reimagining how attorneys and clients work together. We are obsessed with building solutions that empower attorneys and consumers through the legal journey. Funded by leading VC firms, we are an industry leader in legal technology. Our platform simplifies the delivery of complex legal services while providing ease and clarity to clients and attorneys throughout the process. With a global team that brings a fresh perspective, Flare is revolutionizing the way legal services are delivered. We're a team of creative problem-solvers who want to make the world a better place.

Check out helloflare.com for more!

We're looking for a Sr. Manager, Client Experience Strategy & Innovation to drive building the future of how clients experience their legal journey; this includes optimizing how we approach case delivery, creating next level support experiences and more. This role will focus on developing long-term client experience and operation strategies, integrating technology like AI into our daily processes, and advocating for client needs directly with our product teams and across the organization. This is all with the focus of creating an experience that is leagues above any other firm.

About the Role

As the Sr. Manager, Client Experience Strategy & Innovation, you will lead the charge in understanding, improving, and scaling how we support and interact with our clients across customer service and legal support teams. You will work cross-functionally with operations, product, and leadership teams to ensure a seamless, high-quality experience for clients at every touchpoint.

This leader will also own and operate two key programs that help ensure we are always keeping our client experience at forefront and always challenging the status quo; this will include managing a voice of the client program that helps collect data and insights from our team to share with product. Additionally, you will manage our Product Support Specialist, who works closely with the product and R&D teams to highlight client-impacting bugs, ensure timely fixes, and improve the overall product experience for both clients and internal teams.

Your focus will include leveraging technology, process optimization, and collaboration with our product team to refine and enhance client interactions while maintaining and advocating for client obsession.

Key Responsibilities

Client Experience Strategy & Innovation

• Develop and execute a client experience strategy that creates step change improvements and is always looking to level up our status quo
• Use data-driven insights to identify pain points and implement process improvements that enhance service quality and efficiency.
• Partner with internal teams to define and track key CX metrics (e.g., NPS, CSAT, client effort scores) and spot opportunities for improvement

Technology & Process Innovation

• Identify and implement digital solutions, automation, and process optimizations to improve the client journey.
• Collaborate with product and engineering teams to enhance our custom-built legal tech solutions, CRM systems, and case management tools.
• Lead initiatives to streamline workflows, reduce response times, and improve service personalization through technology.

Collaboration with Product, R&D, and Cross-Functional Teams

• Serve as a key partner to the product team, ensuring client feedback informs product development and enhancements.
• Own and manage the Voice of the Client (VoC) program, collecting and analyzing client feedback to drive strategic decisions.
• Advocate for client-first decision-making across the company, ensuring that technology and operational changes align with real client needs.
• Work closely with operations and engineering to ensure technology aligns with real-world client needs and service expectations.
• Develop and execute pilot programs and testing initiatives to validate new tools, features, and service strategies before full implementation.
• Manage the Product Support Specialist, ensuring they have the structure and resources needed to:
• Identify and escalate product issues, bugs, and usability challenges.
• Work directly with product and R&D teams to drive resolutions that enhance the client and internal team experience.
• Support internal teams in troubleshooting product-related concerns that impact service delivery.

Operational Excellence & Team Enablement

• Partner with customer service, paralegal, and legal operations teams to ensure they have the right tools, processes, and training to deliver exceptional service.
• Develop scalable workflows that integrate technology to improve efficiency while maintaining high levels of empathy and personalization.
• Ensure seamless alignment between client needs, operational processes, and technology enhancements.

Leadership & Change Management

• Champion a client-first, technology-enabled culture across the organization.
• Lead change management efforts to ensure smooth adoption of new technologies and process improvements.
• Provide mentorship and strategic direction to teams focused on client experience and service innovation.

Who You Are

• 8+ years of experience in client experience, customer service strategy, or digital transformation in a tech-forward environment.
• Experience managing (directly or indirectly) and supporting a Product Support Specialist or similar role that works closely with product and R&D teams.
• Ability to analyze client feedback and operational data to advocate for process improvements and product enhancements.
• Experience leading cross-functional initiatives that bridge operations, product, and client experience.
• Familiarity with CX technology, automation, and AI-driven service enhancements
• Data-driven mindset with expertise in CX metrics, customer journey mapping, and service innovation.
• Proven ability to drive operational efficiencies while maintaining empathy and service quality.
• Background in legal tech, SaaS, or customer experience in a regulated industry is a plus.

Why Join Us?

• Opportunity to shape the future of legal tech and client experience.
• Work at the intersection of technology, law, and customer service to make a meaningful impact.
• A collaborative, fast-paced work environment with a mission-driven team.
• Competitive compensation, benefits, and growth opportunities.

Flare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.