Operations Manager

Job Description: Operations Manager Location: Remote Reports To: President, BEC Legal Systems Travel: Estimated 10-15%: periodic visits to the Cincinnati office, client site visits, and industry conferences (e.g., ILTACON) About BEC Legal Systems BEC Legal Systems has served the legal community for decades, evolving from its roots in Cincinnati, Ohio into a trusted provider of enterprise software for law firms and corporate legal departments nationwide. Our BEC CoreRelate Framework - including MatterLink, Docket Enterprise, LegalBar, and Assemble-It - helps legal teams manage attorney calendars, track matters, and automate document creation directly within the Microsoft Office environment they already rely on. Our clients stay with us because our team knows their firms, their workflows, and their deadlines. As we modernize how we deliver service - new tooling, a real knowledge base, a disciplined project and SOW process, and AI woven into how the work gets done - we are hiring a leader to own both functions and make delivery and responsiveness a competitive advantage. About the Role As Operations Manager, you will lead BEC’s Support and Professional Services teams and own the client experience across both - from the moment a request arrives through to resolution, and from signed SOW through to delivered implementation. You will set the standards, cadences, and systems the two functions run on, and you will own the operational initiatives that bring them up to a consistent, measurable standard. This is a leadership role with real operational build ahead of it and future leadership potential. BEC is a lean organization, so you will stay close to the work - reviewing tickets and projects, joining escalations, and meeting clients directly - while leading the team and the strategy. Key Responsibilities Support Operations Establish a standing working rhythm with R&D covering escalations, release readiness, known defects, and at-risk clients - with agreed entry criteria, required information, ownership, and expected turnaround. Implement support tiers, baseline response and resolution targets by severity, and a documented escalation checklist; track performance against them and report weekly. Lead the assessment of the current support tracking system and determine the go-forward vendor - needs assessment, selection against business requirements, workflow configuration, implementation, and team training and change management. Audit and consolidate internal documentation and Online Help into a single trusted source, prepared for AI-agent ingestion, with a defined ownership and update process so it does not go stale. Build and maintain the operational reporting to measure volume, backlog and ticket ageing, response and resolution times, recurring defect clusters, and client-level and product-level trends. Professional Services Create and roll out a standardized project tracker giving consistent visibility of status, milestones,…