Manager of Client Experience

Position Summary

The Manager of Client Experience is responsible for leading the day-to-day operations of the Veterans Support Squad Contact Center, ensuring Veteran clients and their families receive timely, compassionate, accurate, and five-star service across all communication channels.  This role supports Berry Law’s commitment to Veterans by coaching, training, and developing client-facing staff; monitoring service quality and productivity; managing schedules and coverage; maintaining performance reports; and ensuring all client interactions reflect empathy, accountability, professionalism, and the firm’s Warrior Ethos. The Manager of Client Experience works closely with the Director of Client Experience to identify client pain points, improve communication workflows, support client journey initiatives, and ensure the Contact Center consistently meets service standards.

Primary Responsibilities

Contact Center Operations

• Oversee daily operations of the Veterans Support Squad Contact Center, including phone, email, and task-based client support.
• Ensure Veteran clients and their families receive prompt, professional, compassionate, and accurate assistance.
• Monitor incoming call volume, email queues, task completion, response times, and service levels.
• Assist with creating, managing, and adjusting staff schedules to ensure appropriate coverage across all communication channels.
• Support workload distribution to maintain efficiency, responsiveness, and accountability.
• Identify operational bottlenecks and recommend process improvements to enhance the client’s experience.
• Ensure staff follow firm policies, communication standards, escalation procedures, and confidentiality requirements.

Client Experience and Service Excellence

• Reinforce five-star service standards in every client interaction.
• Support the Director of Client Experience in improving the end-to-end Veteran client journey.
• Identify recurring client concerns, barriers, or pain points and communicate trends to leadership.
• Assist in implementing client experience initiatives, service recovery processes, and communication improvements.
• Promote a client-first culture rooted in empathy, respect, patience, and professionalism.
• Handle escalated client concerns when needed, using strong de-escalation and conflict resolution skills.
• Ensure client communications are accurate, timely, compassionate, and aligned with Berry Law’s promise to Veterans.

Team Leadership, Coaching, and Training

• Lead, coach, mentor, and develop Contact Center staff to perform at the highest level.
• Conduct regular one-on-one meetings, team huddles, coaching sessions, and performance check-ins.
• Provide real-time feedback and structured coaching to improve communication quality, productivity, accuracy, and client satisfaction.
• Assist with onboarding and training new team members.
• Develop and deliver training related to client communication, emotional intelligence, CRM usage, task management, email etiquette, de-escalation, and service excellence.
• Recognize high performance and address performance gaps through coaching, documentation, and improvement plans.
• Foster a team culture rooted in accountability, compassion, excellence, and continuous improvement.

Reporting and Performance Management

• Prepare and maintain regular reports on Contact Center performance, including call volume, email volume, task completion, response times, client satisfaction, productivity, quality, attendance, and other key metrics.
• Track team and individual performance against established service standards.
• Analyze trends in client communication and staff performance to identify coaching needs and improvement opportunities.
• Provide regular updates to the Director of Client Experience regarding team performance, staffing needs, client concerns, and operational challenges.
• Assist with gathering and organizing data for client experience assessments, leadership meetings, and action planning.
• Maintain accurate documentation related to coaching, attendance, performance, scheduling, and service metrics.

Meetings and Cross-Functional Collaboration

• Attend department meetings, leadership meetings, client experience meetings, and other operational meetings as assigned.
• Represent the Contact Center in discussions related to workflow improvements, client communication, and service delivery.
• Collaborate with attorneys, legal teams, intake, operations, and other departments to resolve client concerns and improve communication processes.
• Communicate updates, process changes, and expectations clearly to Contact Center staff.
• Partner with the Director of Client Experience to support firmwide CX initiatives and ensure alignment with Berry Law’s service standards.

Supervisory Responsibilities

The Manager of Client Experience directly supervises the Phone, Task, and Email staff of the Veterans Support Squad Contact Center. This includes assigning work, monitoring performance, conducting coaching sessions, assisting with scheduling, leading team meetings, supporting training, managing attendance expectations, and ensuring the team delivers consistent five-star service to Veteran clients and their families.

Required Skills and Abilities

• Strong leadership and people management skills with the ability to coach, motivate, and develop client-facing staff.
• Deep empathy and emotional intelligence, especially when communicating with Veterans, family members, and team members.
• Excellent verbal and written communication skills across phone, email, CRM, and internal messaging platforms.
• Strong organizational skills with the ability to manage multiple priorities, schedules, queues, and deadlines.
• Ability to remain calm, professional, and solution-focused under pressure.
• Strong conflict resolution and de-escalation skills.
• Ability to monitor reports, interpret basic performance data, and identify trends.
• High attention to detail and commitment to accuracy in client communications and reporting.
• Ability to maintain confidentiality and handle sensitive client information with discretion.
• Proficiency with CRM platforms, client communication systems, task management tools, Microsoft Office Suite, and reporting tools.
• Collaborative mindset with the ability to build effective relationships across departments.
• Passion for delivering exceptional service and a genuine commitment to the Veteran community.

Required Experience and Professional Qualifications

• Bachelor’s degree in business, Communications, Psychology, Legal Studies, Human Services, Management, or a related field preferred; equivalent Contact Center experience will be considered.
• Minimum 3–5 years of experience in client experience, customer service, contact center operations, client support, or a related field.
• Minimum 1–2 years of experience supervising or leading a client-facing team.
• Experience coaching, training, and developing staff in a high-volume communication environment.
• Experience using CRM systems, phone systems, email platforms, task management tools, and Microsoft Office Suite.
• Experience tracking team performance, preparing reports, and using metrics to improve service delivery.
• Experience in a legal, healthcare, social services, military, Veteran services, or benefits-related environment preferred.
• Familiarity with VA processes, Veteran benefits, or the unique needs of Veterans and their families strongly preferred.

Key Performance Indicators

Success in this role may be measured by:

• Client satisfaction and service quality scores.
• Call answer rates, abandonment rates, and response times.
• Email and task completion timeliness.
• Accuracy and professionalism of client communications.
• Team productivity and adherence to service standards.
• Quality assurance results.
• Staff coaching completion and training participation.
• Employee engagement, attendance, and retention.
• Reduction in recurring client complaints or escalations.
• Timely and accurate reporting to the Director of Client Experience.

Core Competencies

• Servant leadership
• Empathy and emotional intelligence
• Accountability
• Communication excellence
• Coaching and staff development
• Conflict resolution
• Operational discipline
• Client-first mindset
• Confidentiality and integrity
• Process improvement
• Team collaboration
• Commitment to Veterans

Work Environment

This position operates in a professional legal services environment supporting Veterans and their families. The role requires frequent communication by phone, email, CRM, internal messaging systems, and meetings. The Manager of Client Experience must be comfortable working in a fast-paced environment, handling sensitive client issues, supporting staff through challenging interactions, and maintaining a calm, professional, and solutions-focused approach.

About the Role’s Impact

The Manager of Client Experience plays a critical role in ensuring Veterans feel heard, respected, informed, and supported throughout their journey with the firm. By leading the Veterans Support Squad Contact Center with empathy, structure, and accountability, this position helps uphold Berry Law’s five-star service promise and strengthens the firm’s commitment to serving those who served.

Preferred Experience and Professional Qualifications

• Military member, Veteran, or family member of someone who has served.
• Physical Requirements
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to communicate with clients and staff via phone, email, text, and in person.
• Occasional travel to other office locations may be required.

Organizational Values

Integrity, Commitment, Accountability, Warrior Ethos, Leads by Example

Awards

Berry Law has been recognized nationally for both its workplace culture and rapid growth, including:

• 5000: One of America’s Fastest-Growing Private Companies (six consecutive years)
• Law Firm 500: One of the Fastest-Growing Law Firms in the Nation (five consecutive years)
• Best in Business: Recognized for Veteran Support
• US. Department of Labor HIRE Vets Medallion Award
• Secretary of Defense Pro Patria Award
• Military Times Best for Vets: Employers
• US. News & World Report Best Companies to Work For

Berry Law is an equal opportunity employer.