Do you want a job where you can show up and make a difference in the world every day? Are you ready to join a dynamic, mission-driven company? At Alexandra Lozano Immigration Law (ALIL) we are dedicated to changing the lives of the Latino immigrant community through zealous advocacy, finding creative solutions and aggressive legal strategies.   

Apply today to join our team and become a part of our mission! 

As the Senior Manager of the Case Engagement Center, you will be responsible for overseeing the operations and performance of our customer support team. You will lead a team of dedicated professionals to ensure timely and effective resolution of customer inquiries, complaints, and escalations. Your primary objective will be to drive customer satisfaction and loyalty while optimizing operational efficiency.

• You would be responsible for leading and managing the Case Engagement Center team, including hiring, training, and supervising staff. This involves setting performance expectations, providing feedback, and ensuring the team meets its goals and objectives.
• Developing strategic plans and initiatives to enhance the effectiveness and efficiency of the Case Engagement Center. This could involve implementing new technologies, streamlining processes, or improving customer service protocols.
• Overseeing the management of cases and inquiries received by the Case Engagement Center. This includes ensuring that cases are handled promptly, accurately, and in accordance with established procedures and policies.
• Implementing quality assurance measures to monitor and improve the quality of service provided by the Case Engagement Center team. This may involve conducting regular audits, reviewing customer interactions, and providing feedback and coaching to staff.
• Continuously striving to enhance the customer experience by identifying areas for improvement and implementing initiatives to address customer needs and preferences.
• Collaborating with other departments and teams within the organization to address complex issues and ensure seamless coordination of efforts. This could involve working closely with sales, marketing, product development, and other relevant teams.
• Analyzing data related to case volume, trends, and customer feedback to identify insights and opportunities for improvement. You would also be responsible for preparing and presenting reports to senior management on the performance of the Case Engagement Center.
• Ensuring compliance with relevant regulations and internal policies governing the handling of cases and customer information. This includes implementing controls to mitigate risks and ensure data security and privacy.
• Promoting a culture of continuous improvement within the Case Engagement Center team by encouraging innovation, soliciting feedback, and implementing best practices.
• Managing the budget for the Case Engagement Center, including allocating resources effectively and monitoring expenses to ensure cost-effectiveness.
• Performs other related duties as assigned.

• Bachelor's degree in business administration, management, or a related field. MBA preferred.
• Minimum of 5+ years of experience in customer service management, with a proven track record of success in a leadership role.
• Strong leadership and team management skills, with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders at all levels.
• Demonstrated ability to drive operational excellence and improve customer satisfaction metrics.
• Analytical mindset with proficiency in data analysis and reporting tools.
• Experience in industry/sector is a plus.
• Flexibility to work in a fast-paced and dynamic environment.

WHO WE ARE:

Alexandra Lozano Immigration Law is headquartered in Seattle, WA with offices in Los Angeles, Chicago, and Texas. Our team of passionate and highly trained individuals are doing life changing work for immigrants to the United States. We are a client-focused, results-oriented firm specializing in humanitarian immigration - 360 VAWA, U Visa, and T Visa as well as post-deportation options. 

We are one of the fastest growing companies in America (#247 on Inc.5000), and our unique approach to cases has a proven success rate of over 90%. Our compensation and benefits are highly competitive, and we are always looking for people with a combination of grit and kindness, intelligence and empathy, and a desire to help improve people’s lives - if this sounds like you, we would love to meet you.

#IN-ALIL