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OPERATIONS MANAGER – SYSTEMS, WORKFLOWS & AI ENABLEMENT

The Owner/Principal Attorney is a visionary, strategist, and innovator. Growth is now constrained by operational bandwidth, workflow consistency, and the absence of a single person fully owning execution across all practice areas.

Why This Role Matters

The Operations Manager exists to bring structure, follow-through, and operational discipline to the firm—turning vision into systems, and systems into results. This role is for someone who takes pride in doing things the right way—and isn’t satisfied until they are done right.

At Safe Harbor Wills & Trusts, growth means building systems that allow good people to do excellent work consistently, without cutting corners.

As Operations Manager, your work will directly shape how the firm operates, how it scales, and how clients are served over the long term. You’ll partner closely with an owner who values structure, respects operational leadership, and gives you the authority to implement systems that last.

If you’re motivated by clarity, accountability, and the satisfaction of building something durable and well-run, this role offers the opportunity to make a meaningful, lasting impact.

CORE MISSION

• Turn vision into systems.
• Turn systems into habits.
• Turn habits into measurable time savings, consistent outcomes, and predictable growth.

Compensation - COMPENSATION & GROWTH   $67,500 – $75,000 base salary, DOE Bonus eligibility tied to firm growth and improved margins, 401(k) with employer matching, Life insurance, Paid vacation after ninety (90) days, clear path to Director of Operations as the firm grows

$67,500 – $75,000 base salary DOE - Bonus eligibility

SCOPE OF RESPONSIBILITY

This is a firm-wide role covering all practice areas, including:

• Estate Planning
• Medicaid Planning
• Probate & Trust Administration
• Special Needs Planning
• Client C.A.R.E. program (Client Maintenance & Continuity Program)

ABOUT THE C.A.R.E. PROGRAM

Safe Harbor’s C.A.R.E. program is the firm’s ongoing client service and maintenance program, designed to provide structured follow-up, updates, and long-term support after initial legal planning is completed.

The C.A.R.E. program supports consistent client engagement, document upkeep, funding alignment, and referral continuity across all practice areas.

From an operations standpoint, the C.A.R.E. program functions as a recurring, system-driven component of the client lifecycle, requiring disciplined workflows, tracking, automation, and accountability to operate effectively at scale.

The Operations Manager does not sell the C.A.R.E. program directly, but is responsible for ensuring it runs consistently, securely, and predictably as part of the firm’s overall service model, enhancing client satisfaction, renewal rates, and referral rates.

PRIMARY RESPONSIBILITIES

Customer Journey & Workflow Ownership

• Own and maintain a unified Customer Journey Map (current and future state).
• Ensure workflows align with a consistent client experience across all practice areas.
• Eliminate ambiguity, rework, and handoff failures.
• Support the design, implementation, and oversight of a tiered drafting and production model, including appropriate use of offshore or third-party resources, while maintaining quality control, data security, confidentiality, and attorney review standards.

Operations, Accountability & KPIs

• Build, document, and enforce Standard Operating Procedures (SOPs).
• Maintain role clarity and accountability across teams.
• Implement and monitor KPIs tied to file velocity, error rates, C.A.R.E. program metrics, and documented time saved.
• Run weekly operational check-ins and monthly KPI reviews.

 AI-Enabled Systems & Automation

• Design and deploy AI-assisted operational tools (e.g., call summaries, workflow reviews, C.A.R.E. follow-ups, internal training).
• Automate workflows within Clio, DecisionVault, ElderDocs, and related systems.
• Measure success by real, documented time savings and error reduction—not experimentation.

Workflow Automation & Systems Integration

• Design, implement, and maintain reliable workflow automations that connect the firm’s core systems.
• Integrate practice management, intake, drafting, communication, and AI tools.
• Use automation platforms such as Zapier, Make (Integromat), Microsoft Power Automate, or comparable tools.
• Build automations with appropriate error handling, access controls, documentation, and change management.
• Ensure automations are secure, production-ready, and governed—not ad hoc or experimental.

AI Governance & Policy Authority

• Draft, implement, and enforce firm-wide AI use policies.
• Approve, modify, or shut down AI tools as necessary.
• Train staff and monitor compliance with AI and automation standards.

 Technology & Systems Stewardship

• Ensure technology supports workflows—not the other way around.
• Standardize file structures, task triggers, and system usage.
• Prevent shadow systems and inconsistent practices.
• Maintain awareness of confidentiality, data security, and vendor risk.

POD & Leadership Sequencing

•  Support leadership development only after workflows, systems, and KPIs are stable.
• Advise on readiness for leadership roles and delay when necessary to protect consistency.

Owner Leverage & Dependency Reduction

• Act as an operational buffer between the Owner and the team.
• Translate strategy into executable plans.
• Reduce reliance on any single individual through documentation, systems, and cross-training.

AUTHORITY

The Operations Manager has the authority to enforce workflows, SOPs, automation standards, and AI policies. Hiring and firing authority is advisory; final personnel decisions rest with the Owner.

LOCATION & TRAVEL

• Regular in-office presence required at the Syracuse/Camillus office.
• Occasional travel to the Watertown office.
• Quarterly out-of-area travel for training with the Owner.
• Out-of-area travel for training as necessary

FINAL NOTE

This role is for someone who takes pride in building systems that last, enjoys bringing order to complexity, and wants their work to materially improve both business performance and the daily experience of a professional team.

If you’re looking for a role where your operational discipline, technology fluency, and follow-through truly matter—we should talk.

IDEAL EXPERIENCE & EDUCATION

• 7–12 years of professional experience.
• 5+ years in operations, systems, or process-driven roles.
• Experience managing people and enforcing standards.
• Bachelor’s degree required; MBA helpful but not required.
• Valid driver’s license.
• Background check required.
• Experience designing and maintaining workflow automations using tools such as Zapier, Make (Integromat), Microsoft Power Automate, or comparable platforms.
• Candidates should be comfortable integrating multiple systems, managing exceptions, and ensuring automations are reliable, secure, and well-documented.

ASSESSMENTS

Safe Harbor Wills & Trusts uses professional behavioral and work-style assessments as part of the hiring process. Final candidates may complete assessments, including DISC, Kolbe, and PRINT, to evaluate alignment with the responsibilities of the role and the working relationship with the Owner/Principal Attorney.

These assessments are not pass/fail tests and do not replace interviews, experience, or a proven track record of success. They are used to support mutual fit.

Safe Harbor Wills and Trusts is a boutique law firm that focuses on helping individuals and families protect their home and life savings from the possibilities of unforeseen health and financial issues.

Our practice areas are limited to: Elder Law, Estate Planning, Family and Legacy Planning, Supplemental Needs Planning, Probate, and Guardianship Proceedings.

Safe Harbor Wills and Trusts believes in giving back to our communities. Employees are encouraged to participate in community and charitable events. When it comes to our team giving back, we believe we can all do well if we all do good.

Compensation details: 67500-75000 Yearly Salary

PI69e58fe7565f-3631

Your initial post of duty will be determined at the time of the final job offer and will be based on the operational needs of the U.S. Secret Service.

Recruitment Incentive: Applicants may be eligible for a $40,000 recruitment incentive in accordance with regulatory requirements. Click apply for complete details on the recruitment incentive details and eligibility.

At their core, those who join the Secret Service are courageous, intelligent, strong and determined. A diverse team capable of balancing our investigative mission and fulfilling our protective legacy. Proven to be worthy of trust and confidence. Be tomorrow's Secret Service.

During the course of their careers, special agents carry out assignments in both investigations and protection and may be assigned to multiple duty stations throughout the U.S. and abroad. Duties include:

• Providing protection for various protectees.
• Conducting criminal investigations pertaining to financial obligations of the United States.
• Planning and implementing security designs for National Special Security Events.

This is no ordinary job, and our special agents are no ordinary individuals. Show us you have the talent and background we need, and we'll show you the rewards that come with being a special agent in the U.S. Secret Service. We invite you to become part of our elite team. Explore a career that will take you to new heights while you serve your country with honor, distinction and pride.

Requirements

• U.S. citizenship is required
• Possess a current valid driver's license
• Carry and use a firearm. Maintaining firearm proficiency is mandatory.
• Must be at least 21 years old at the time of application and under 40 at referral. Exceptions may apply for those with current or prior service in federal law enforcement positions covered by special retirement provisions. The Secret Service has determined that age is essential to the performance of this position.
• You must obtain a Top Secret Clearance and retain it during your career.
• Possess uncorrected visual acuity of no worse than 20/100 binocular, possess corrected visual acuity of 20/20 or better in each eye.
• Hearing loss, as measured by an audiometer, must not exceed 25 decibels (A.S.A. or equivalent I.S.O.) in either ear in the 500,1000 and 2000Hz ranges.
• Submit to a drug test prior to your appointment and random drug testing while you occupy the position.
• Complete 13 weeks of intensive training at the Federal Law Enforcement Training Center(FLETC) in Glynco, GA and 18 weeks of specialized training at the James J. Rowley Training Center in Laurel, MD.
• Sign a mobility agreement stating your willingness to accept assignments anywhere within the United States and overseas.
• Certify that you have registered with the Selective Service System or are exempt from having to do so, if you are a male applicant born after December 31, 1959.

• Pay $85,000 / YEAR

• Local work return home daily.
• Excellent health, dental and vision plan.
• Paid time off.
• A modern clean fleet with late model equipment.
• A growing company with plenty of work.
• Exceptional driver referral bonus inquire with a recruiter.
• Mostly no touch freight, limited driver assist unloads.

• Pay $75,000 / YEAR

• FIRST YEAR EXPECTED EARNINGS $85,000
• Local work return home daily.
• Excellent health, dental and vision plan.
• Paid time off.
• A modern clean fleet with late model equipment.
• A growing company with plenty of work.
• Exceptional driver referral bonus inquire with a recruiter.
• Mostly no touch freight, limited driver assist unloads.

• Pay $75,000 / YEAR

• FIRST YEAR EXPECTED EARNINGS $85,000
• Local work return home daily.
• Excellent health, dental and vision plan.
• Paid time off.
• A modern clean fleet with late model equipment.
• A growing company with plenty of work.
• Exceptional driver referral bonus inquire with a recruiter.
• Mostly no touch freight, limited driver assist unloads.

• Pay $75,000 / YEAR

• FIRST YEAR EXPECTED EARNINGS $85,000
• Local work return home daily.
• Excellent health, dental and vision plan.
• Paid time off.
• A modern clean fleet with late model equipment.
• A growing company with plenty of work.
• Exceptional driver referral bonus inquire with a recruiter.
• Mostly no touch freight, limited driver assist unloads.

• Pay $88,000 / YEAR

• FIRST YEAR EXPECTED EARNINGS - $88,000
• Local work available return home daily.
• Unrivaled dental, vision and health plan with $0 deductible and low-cost premium.
• Paid time off.
• A modern clean fleet with late model equipment.
• A growing company with plenty of work.
• Exceptional driver referral bonus inquire with a recruiter.

• Pay $75,000 / YEAR

• FIRST YEAR EXPECTED EARNINGS $85,000
• Local work return home daily.
• Excellent health, dental and vision plan.
• Paid time off.
• A modern clean fleet with late model equipment.
• A growing company with plenty of work.
• Exceptional driver referral bonus inquire with a recruiter.
• Mostly no touch freight, limited driver assist unloads.

• Pay $85,000 / YEAR

• Local work return home daily.
• Excellent health, dental and vision plan.
• Paid time off.
• A modern clean fleet with late model equipment.
• A growing company with plenty of work.
• Exceptional driver referral bonus inquire with a recruiter.
• Mostly no touch freight, limited driver assist unloads.

• Predictable, W-2 compensation and benefits
• Flexible scheduling, control over their schedule, session structure, and patient population
• Minimal administrative burden in a fully remote, outpatient model

• 100% remote, outpatient psychiatry
• Lower to moderate acuity populations (ex. anxiety, depression, ADHD, mood disorders, OCD, PTSD)
• Patient population across the lifespan: children & adolescents (treated by board-certified Child & Adolescent Psychiatrists only), adults, and geriatric patients
• Standard session lengths (60-minute intakes, 30-minute follow ups)
• No inpatient, intensive outpatient programs (IOP), partial hospitalization care or crisis coverage
• In-house referral network to therapists
• Full operational support including scheduling, billing, intake coordination, and licensing

• Control over schedule and weekly availability
• Session length within established clinical standards
• Patient population, balanced to individual criteria and preferences
• Clinical decision-making without pressure to shorten visits or increase volume
  

• Employer-paid health, dental, vision insurance (up to 100% of premiums)
• Malpractice coverage (occurrence-based, 100% employer-paid)
• 401(k) match with employer match and Day 1 vesting
• Paid time off (PTO), paid sick time and 11 paid holidays
• Paid parental leave and long-term retention benefits (ex. 4-week paid sabbatical after 5 years)
• CME reimbursement and dedicated CME days
• Licensing support with upfront coverage of costs
• Technology package provided

• Board-certified or board-eligible psychiatrists (MD/DO)
• Active, unrestricted medical license (multi-state licensing support available)
• Interest in outpatient, 100% telepsychiatry-based care
• Comfort with learning streamlined clinical technology
• Strong clinical judgement, communication skills and collaborative mindset

• Predictable, W-2 compensation and benefits
• Flexible scheduling, control over their schedule, session structure, and patient population
• Minimal administrative burden in a fully remote, outpatient model

• 100% remote, outpatient psychiatry
• Lower to moderate acuity populations (ex. anxiety, depression, ADHD, mood disorders, OCD, PTSD)
• Patient population across the lifespan: children & adolescents (treated by board-certified Child & Adolescent Psychiatrists only), adults, and geriatric patients
• Standard session lengths (60-minute intakes, 30-minute follow ups)
• No inpatient, intensive outpatient programs (IOP), partial hospitalization care or crisis coverage
• In-house referral network to therapists
• Full operational support including scheduling, billing, intake coordination, and licensing

• Control over schedule and weekly availability
• Session length within established clinical standards
• Patient population, balanced to individual criteria and preferences
• Clinical decision-making without pressure to shorten visits or increase volume
  

• Employer-paid health, dental, vision insurance (up to 100% of premiums)
• Malpractice coverage (occurrence-based, 100% employer-paid)
• 401(k) match with employer match and Day 1 vesting
• Paid time off (PTO), paid sick time and 11 paid holidays
• Paid parental leave and long-term retention benefits (ex. 4-week paid sabbatical after 5 years)
• CME reimbursement and dedicated CME days
• Licensing support with upfront coverage of costs
• Technology package provided

• Board-certified or board-eligible psychiatrists (MD/DO)
• Active, unrestricted medical license (multi-state licensing support available)
• Interest in outpatient, 100% telepsychiatry-based care
• Comfort with learning streamlined clinical technology
• Strong clinical judgement, communication skills and collaborative mindset

• Predictable, W-2 compensation and benefits
• Flexible scheduling, control over their schedule, session structure, and patient population
• Minimal administrative burden in a fully remote, outpatient model

• 100% remote, outpatient psychiatry
• Lower to moderate acuity populations (ex. anxiety, depression, ADHD, mood disorders, OCD, PTSD)
• Patient population across the lifespan: children & adolescents (treated by board-certified Child & Adolescent Psychiatrists only), adults, and geriatric patients
• Standard session lengths (60-minute intakes, 30-minute follow ups)
• No inpatient, intensive outpatient programs (IOP), partial hospitalization care or crisis coverage
• In-house referral network to therapists
• Full operational support including scheduling, billing, intake coordination, and licensing

• Control over schedule and weekly availability
• Session length within established clinical standards
• Patient population, balanced to individual criteria and preferences
• Clinical decision-making without pressure to shorten visits or increase volume
  

• Employer-paid health, dental, vision insurance (up to 100% of premiums)
• Malpractice coverage (occurrence-based, 100% employer-paid)
• 401(k) match with employer match and Day 1 vesting
• Paid time off (PTO), paid sick time and 11 paid holidays
• Paid parental leave and long-term retention benefits (ex. 4-week paid sabbatical after 5 years)
• CME reimbursement and dedicated CME days
• Licensing support with upfront coverage of costs
• Technology package provided

• Board-certified or board-eligible psychiatrists (MD/DO)
• Active, unrestricted medical license (multi-state licensing support available)
• Interest in outpatient, 100% telepsychiatry-based care
• Comfort with learning streamlined clinical technology
• Strong clinical judgement, communication skills and collaborative mindset

• Predictable, W-2 compensation and benefits
• Flexible scheduling, control over their schedule, session structure, and patient population
• Minimal administrative burden in a fully remote, outpatient model

• 100% remote, outpatient psychiatry
• Lower to moderate acuity populations (ex. anxiety, depression, ADHD, mood disorders, OCD, PTSD)
• Patient population across the lifespan: children & adolescents (treated by board-certified Child & Adolescent Psychiatrists only), adults, and geriatric patients
• Standard session lengths (60-minute intakes, 30-minute follow ups)
• No inpatient, intensive outpatient programs (IOP), partial hospitalization care or crisis coverage
• In-house referral network to therapists
• Full operational support including scheduling, billing, intake coordination, and licensing

• Control over schedule and weekly availability
• Session length within established clinical standards
• Patient population, balanced to individual criteria and preferences
• Clinical decision-making without pressure to shorten visits or increase volume
  

• Employer-paid health, dental, vision insurance (up to 100% of premiums)
• Malpractice coverage (occurrence-based, 100% employer-paid)
• 401(k) match with employer match and Day 1 vesting
• Paid time off (PTO), paid sick time and 11 paid holidays
• Paid parental leave and long-term retention benefits (ex. 4-week paid sabbatical after 5 years)
• CME reimbursement and dedicated CME days
• Licensing support with upfront coverage of costs
• Technology package provided

• Board-certified or board-eligible psychiatrists (MD/DO)
• Active, unrestricted medical license (multi-state licensing support available)
• Interest in outpatient, 100% telepsychiatry-based care
• Comfort with learning streamlined clinical technology
• Strong clinical judgement, communication skills and collaborative mindset

• Predictable, W-2 compensation and benefits
• Flexible scheduling, control over their schedule, session structure, and patient population
• Minimal administrative burden in a fully remote, outpatient model

• 100% remote, outpatient psychiatry
• Lower to moderate acuity populations (ex. anxiety, depression, ADHD, mood disorders, OCD, PTSD)
• Patient population across the lifespan: children & adolescents (treated by board-certified Child & Adolescent Psychiatrists only), adults, and geriatric patients
• Standard session lengths (60-minute intakes, 30-minute follow ups)
• No inpatient, intensive outpatient programs (IOP), partial hospitalization care or crisis coverage
• In-house referral network to therapists
• Full operational support including scheduling, billing, intake coordination, and licensing

• Control over schedule and weekly availability
• Session length within established clinical standards
• Patient population, balanced to individual criteria and preferences
• Clinical decision-making without pressure to shorten visits or increase volume
  

• Employer-paid health, dental, vision insurance (up to 100% of premiums)
• Malpractice coverage (occurrence-based, 100% employer-paid)
• 401(k) match with employer match and Day 1 vesting
• Paid time off (PTO), paid sick time and 11 paid holidays
• Paid parental leave and long-term retention benefits (ex. 4-week paid sabbatical after 5 years)
• CME reimbursement and dedicated CME days
• Licensing support with upfront coverage of costs
• Technology package provided

• Board-certified or board-eligible psychiatrists (MD/DO)
• Active, unrestricted medical license (multi-state licensing support available)
• Interest in outpatient, 100% telepsychiatry-based care
• Comfort with learning streamlined clinical technology
• Strong clinical judgement, communication skills and collaborative mindset