Manager/ Senior Manager Operations

Company Description

Clairvolex is an AI-native intellectual property company built on a simple conviction: in IP, machines accelerate and experts decide. We partner with the in-house IP teams of large US and European corporations to develop and manage their portfolios, and serve as an extended arm to global law firms in drafting and prosecution.

What that conviction means in practice is that professional judgement stays where it belongs. Our AI does the retrieval, the extraction, the first pass and the heavy lifting. It does not make the call. Patent attorneys, patent agents, and senior paralegals remain accountable for what goes out the door, and their expertise shapes the products directly: our IP professionals sit with the product and engineering teams and define how the tools must behave. You will spend less time on the mechanical work and more on the work you trained for, and the tools you use will be tools you helped build. www.clairvolex.com.

Role Description

The role will be responsible for driving day-to-day operational excellence and ensuring consistent service delivery across a unit of 20–30 IP paralegals and administrative associates. The role focuses on ensuring SLA adherence, improving operational efficiency, addressing people and process challenges, and supporting resource planning and performance management. The Senior Manager plays a critical role in enabling seamless delivery for corporate and law firm clients across the US and Europe, ensuring quality, productivity, and customer satisfaction.

Key Responsibilities

1. Delivery Governance

1. Ensure service delivery outcomes are aligned with contractual and SLA requirements across assigned client accounts.
2. Track and monitor key operational parameters such as productivity, utilization, quality, and adherence to timelines.
3. Review, and interpret delivery dashboards/MIS to identify trends, forecast performance, and highlight potential risks.
4. Support invoice governance by ensuring timely and accurate submission of delivery inputs to the billing team.

2. Operational & Process Excellence

1. Manage and resolve routine operational issues, escalations, or early warning signals related to service delivery.
2. Act as a daily problem-solving partner to team leads and delivery managers to ensure smooth workflow execution.
3. Collaborate with the Quality team to implement process improvements and strengthen operational efficiency.
4. Identify gaps in workflow or capacity and propose corrective measures to prevent delivery disruptions.

3. Capacity Planning, Resource Management & Engagement

1. Work closely with HRBP on staffing needs, resource onboarding, and workforce planning aligned with delivery requirements.
2. Ensure timely training and upskilling of new and existing team members to build capability and functional excellence.
3. Conduct periodic performance reviews and provide structured feedback to guide development.
4. Drive engagement initiatives to enhance team morale and retention.
5. Monitor team satisfaction and proactively address concerns to maintain a healthy work environment.

4. Tech-enabled Delivery & Continuous Improvement

1. Collaborate with the Clair (product) team to adopt and implement tech-enabled workflows to improve operational speed and accuracy.
2. Support creation of process documentation and operational frameworks for new client onboarding or account expansion.
3. Promote automation, productivity tools, or process enhancements to improve delivery KPIs.
4. Monitor compliance with SOPs and drive continuous improvement initiatives within the team.

Ideal Candidate Profile

1. 8–10 years of experience in business operations, service delivery, or team management.
2. Proven track record of managing a team of 20–30 members in a process-oriented or service delivery environment.
3. Experience with operational metrics, process improvement, and basic Lean concepts.
4. Ability to work under pressure, manage shifting priorities, and provide sound judgment in time-critical situations.
5. Excellent written and verbal communication skills.
6. Strong knowledge of MS Excel and comfort working with dashboards and MIS.
7. Bachelor's or Master's degree from a reputed institution.
8. Experience in IP, legal operations, or professional services is preferred (but not mandatory).