Client Experience & Operations Lead

Client Experience & Operations Lead

Emily R. Taylor, Attorney PLLC | Phoenix, Arizona
Full-Time, In-Person | Hours: Monday–Thursday 8:00–4:30, Friday 8:00–2:30

About the Firm

Emily R. Taylor, Attorney PLLC is a mission-driven Arizona law firm that focuses on estate planning and disability planning for individuals and families. We help clients get clear on their wishes, protect what matters most, and create legal plans that support both everyday life and the unexpected. Our work often involves helping parents plan for a child with a disability, guiding blended families through complex decisions, and supporting individuals who want to ensure their voices are heard through every stage of life.

Our team is built on five core values: candor, reliability, a commitment to growth, a strong sense of drive, and close attention to detail. We are looking for someone who brings those same qualities to their work and is ready to grow with a firm that cares deeply about the people it serves.

About the Role

This role is central to the daily success of our firm. As the Client Experience & Operations Lead, you will be responsible for maintaining efficient internal systems, supporting the delivery of exceptional client service, and ensuring the office runs smoothly.

You will be the person others rely on to notice what needs attention and take action without waiting to be asked. Whether it involves coordinating logistics, identifying ways to improve a workflow, or making sure a client feels truly cared for, your work will directly impact the experience we create for families who turn to us for guidance and support.

This is a hands-on position for someone who enjoys being in the middle of the action, solving problems, and keeping things on track. We are looking for someone who is naturally organized, detail-oriented, and calm under pressure. You should have strong interpersonal skills, sound judgment, and a willingness to step in wherever needed.

This is also a role with room to grow. While your initial responsibilities will focus on client service and operations, you will have opportunities to take on new challenges as the firm grows. For the right person, this role may evolve into a broader leadership position involving internal systems, project implementation, and team support.

We welcome candidates with nontraditional backgrounds. If you have managed a household, a classroom, or a small business, you already understand what it takes to keep people supported and systems running. If you are someone who brings maturity, initiative, and a commitment to service, this could be a strong match.

Responsibilities

• Own and manage the day-to-day operations of the office
• Greet and support clients with professionalism and warmth
• Handle all front-desk and behind-the-scenes coordination
• Create and manage systems for scheduling, task tracking, and client communication
• Prepare and maintain client files and internal documentation
• Improve workflows for intake, service delivery, and follow-up
• Handle office needs as they arise—ordering supplies, scheduling maintenance, supporting vendors
• Collaborate closely with the owner, attorney, and legal assistants as the team expands
• Lead operational projects to increase efficiency and elevate the client experience

• 3+ years of experience in a professional, client-facing, or operations role
• Kind, approachable and steady under pressure, with a clear sense of focus
• No legal background required—but a love of structure, details, and people is essential
• Highly organized, accountable, and proactive
• Comfortable managing projects, systems, or people
• Tech-savvy with Microsoft Office, shared calendars, cloud storage; experience with CRM tools like Clio is a plus

Preferred Background

• Office management or small business experience
• Experience in legal, financial, healthcare, or professional service settings
• Background as a teacher, administrator, or parent managing a busy household
• Process-driven, with a natural inclination to organize, improve, and simplify systems

• Competitive salary  $60,000 – $72,000 annually based on experience and life background
• Generous PTO and firm holidays
• Health, dental, vision, and life insurance
• 401(k) with employer match after eligibility period
• A supportive, stable workplace where your voice matters

Our Firm Values

We operate with five core values at the center of our work:

• Candor: We prioritize open, honest communication and direct feedback.
• Reliable: We keep our word, meet our deadlines, and follow through.
• Evolving: We believe growth and learning are part of doing great work.
• Drive: We take initiative and act with purpose.
• Detailed: We care deeply about quality and precision.

If you're ready to contribute at every level and grow with a firm that’s making a difference for Arizona families, we’d love to hear from you.

To Apply

Please submit your resume and a cover letter that reflects why this role is the right next step in your journey. Share with us how you work, what drives you, and why you’d be a great fit.

No direct inquiries or agency submissions, please. We appreciate your interest and will contact candidates selected for next steps.