OPERATIONS MANAGER – SYSTEMS, WORKFLOWS & AI ENABLEMENT

Safe Harbor Wills & Trusts is building the most system-driven estate planning firms in New York. We're looking for an Operations Manager who thrives on building systems, improving processes, implementing technology, and helping an organization scale. If your favorite words are "there has to be a better way," you'll probably enjoy this role.

The Owner/Principal Attorney is a visionary, strategist, and innovator. Growth is now constrained by operational bandwidth, workflow consistency, and the absence of a single person fully owning execution across all practice areas.

Why This Role Matters

The Operations Manager exists to bring structure, follow-through, and operational discipline to the firm—turning vision into systems, and systems into results. This role is for someone who takes pride in doing things the right way—and isn’t satisfied until they are done right.

As Operations Manager, your work will directly shape how the firm operates, how it scales, and how clients are served over the long term. You’ll partner closely with an owner who values structure, respects operational leadership, and gives you the authority to implement systems that last.

SCOPE OF RESPONSIBILITY

This is a firm-wide role covering all practice areas, including:

• Estate Planning

• Medicaid Planning

• Probate & Trust Administration

• Special Needs Planning

• Client C.A.R.E. program (Client Maintenance & Continuity Program)

PRIMARY RESPONSIBILITIES

Customer Journey & Workflow Ownership

• Own and maintain a unified Customer Journey Map (current and future state).

• Ensure workflows align with a consistent client experience across all practice areas.

• Eliminate ambiguity, rework, and handoff failures.

• Support the design, implementation, and oversight of a tiered drafting and production model, including appropriate use of offshore or third-party resources, while maintaining quality control, data security, confidentiality, and attorney review standards.

Operations, Accountability & KPIs

• Build, document, and enforce Standard Operating Procedures (SOPs).

• Maintain role clarity and accountability across teams.

• Implement and monitor KPIs tied to file velocity, error rates, C.A.R.E. program metrics, and documented time saved.

• Run weekly operational check-ins and monthly KPI reviews.

AI-Enabled Systems & Automation

• Design and deploy AI-assisted operational tools (e.g., call summaries, workflow reviews, C.A.R.E. follow-ups, internal training).

• Automate workflows within Clio, DecisionVault, ElderDocs, and related systems.

• Measure success by real, documented time savings and error reduction—not experimentation.

Workflow Automation & Systems Integration

• Design, implement, and maintain reliable workflow automations that connect the firm’s core systems.

• Integrate practice management, intake, drafting, communication, and AI tools.

• Use automation platforms such as Zapier, Make (Integromat), Microsoft Power Automate, or comparable tools.

• Build automations with appropriate error handling, access controls, documentation, and change management.

• Ensure automations are secure, production-ready, and governed—not ad hoc or experimental.

• Experience in estate planning, Medicaid planning, and probate & trust administration.
• Ability to design, implement, and oversee tiered drafting and production models while maintaining quality control.
• Proven track record of building, documenting, and enforcing Standard Operating Procedures (SOPs).
• Strong skills in integrating practice management, intake, drafting, communication, and AI tools.
• Experience with automation platforms such as Zapier, Make (Integromat), or Microsoft Power Automate.
• Ability to maintain role clarity and accountability across teams, ensuring consistent client experiences.
• Proven ability to design and deploy AI-assisted operational tools and automate workflows within systems like Clio and DecisionVault.

We are a fast growing estate planning and elder law firm helping families throughout Central and Northern New York. We help our clients protect their families with proper estate planning or navigate through some of the most difficult times in their lives, including the death of loved ones, or paying for nursing home care.