Manager of Client Services at Epiq Class Action & Claims Solutions in Olympia, Washington

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Serve as the primary leader in executing the following: 1) project management oversight and coordination of major settlements, both class action and government based, 2) internal team leadership and development, 3) oversee trafficking of work through all functional departments, 4) work collaboratively with Operations Managers to identify and execute on process improvement initiatives.

Position Overview

The primary goal of this position is to oversee our team of project managers and ensure the successful execution of client work, with a focus on coordinating with internal departments to complete complex tasks and continually improve our processes.  Essential job responsibilities will include:

• Ensures overall satisfaction through the coordination and execution of all client deliverables.




• Works collaboratively with the Operations Managers to identify and execute on process improvement initiatives




• Provides managerial and strategic guidance to the development of Epiq's best practices for Class Action Client Services as well as cross-functionally with other operational groups.




• Works with clients to establish best practices which meet client needs and address any prioritization issues that may arise across projects.




• Provide substantive oversight to client-specific projects, managed on a day-to-day basis by project managers.




• Creates project forecasts and work schedules to be implemented by project managers.




• Ensures that client and project requirements are being met by meeting on a regular basis with project teams.




• Ensures that new team members are appropriately on-boarded and briefed on project requirements.




• Consistently delivers proactive communication with clients and serves as point of escalation when necessary.




• Provides team leadership to professionally develop and motivate staff members and allows them to assume additional responsibilities and growth opportunities within the organization.




• Instills confidence with the client and serves as the public face of Epiq’s high-quality service delivery offering.




• Manages and reports to clients and internal stakeholders on project, budget and financial status.

Qualifications & Characteristics

• Strong leadership and supervisory skills to manage and develop a team of 5-7 Project Managers.




• Significant client services management experience preferably in the legal services industry.




• Preference for candidates with advanced degrees (such as a JD or MBA) and a Project Management Professional certification.




• Effective project management approaches to assist in the development of overall project plans and milestones, steward results, draft budgets, coordinate work from multiple internal units, and deliver the high standard of excellence expected by our clients.




• Strong grasp of technical and operational processes and ways to improve and memorialize those processes, always with an eye on achieving client satisfaction




• Excellent verbal and written communication skills, including the ability to: (a) establish and maintain productive internal and external relationships; and (b) to provide effective consultation on alternative ways to proceed.




• Sharp analytical skills to comprehend quickly and interpret legal documents, claims substantiation, and claimant representations and provide guidance on how to handle specific types of claims or applications for restitution funds in accordance with the intent of the court, settlement or regulations.




• Critical thinking with an eye to adding value, coupled with sound judgment.




• Capable of balancing competing priorities.




• Ability to work independently, while effectively taking direction from senior ECA management.




• Adaptability to changing work priorities and client demands




• Resourcefulness in gathering resources to meet project goals

The characteristics of a successful leader at Epiq includes the following:

• An inspirational and personalized leadership style;




• Strong interpersonal and supervisory skills;




• Structured and precise with a results-based approach to business;




• Personal buy-in to our cultural values with a passion for associates, customers, and products;




• Known to be approachable and down-to-earth;




• Acknowledges and gives credit and thanks to others;




• Demonstrates full commitment and offers tactical strength through regular oversight;




• Strategic strength through consistent execution, speed, decisiveness, and risk taking;




• Focused, sophisticated presence;




• Consensus builder, collaborative, flexible thinking and agile; and




• Brevity, informal, and to-the-point. #LI-SM1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.