Strategy & Operations Manager

The Role

We’re seeking an organized, people-oriented Strategy & Operations Manager to join our early team. You’ll be the operational backbone of our client experience — managing case intake, orchestrating handoffs between clients and our network of legal partners, and training clients to get the most out of the Third Chair platform. This is a high-impact role at a fast-growing startup, with a clear path to growing into a senior leader as Third Chair scales.

What You’ll Do

• Own case intake: receive new matters from clients, ensure each case is properly scoped and documented, and prepare it for handoff to the right legal partner.
• Coordinate handoffs between clients and legal partners, keeping all parties aligned on status, next steps, and deadlines throughout the case lifecycle.
• Oversee adherence to our internal case protocol — response deadlines, follow-up cadence, escalation triggers — across many active cases at once.
• Maintain the source of truth in our case management system, ensuring every case is in the correct status column on the Third Chair platform on a weekly basis.
• Onboard and train new and existing clients on the Third Chair product through structured sessions, office hours, and one-off support requests.
• Serve as the day-to-day relationship owner for a portfolio of clients, building trust and being their go-to contact at Third Chair.
• Surface patterns from client conversations and case work to product, engineering, and legal leadership to shape our roadmap.

What We’re Looking For

• Exceptional communication skills and genuine empathy for customers — you can navigate difficult conversations, calm frustrated clients, and make people feel taken care of.
• Outstanding organizational skills — you can juggle many cases, clients, and threads in parallel without dropping any of them.
• High attention to detail and a process-oriented mindset; you notice when something is off and follow up without being asked.
• Self-starter who’s comfortable with ambiguity and energized by building systems and processes from scratch.
• Curious learner who can pick up complex workflows and adapt as the company grows.
• Capable of working cross functionally with various teams such as engineers, legal teams, and c-suite executives.

Nice to Have

• Interest in law, legal operations, or the legal industry, with intent to learn copyright and settlement workflows on the job.
• Prior experience in client-facing roles such as customer success, account management, paralegal/legal ops, or operations at a startup.
• Familiarity with the media and entertainment industry, especially music.
• Comfort with modern productivity tools: GSuite, Slack, ticketing systems like Linear, email tracking tools (e.g., MailSuite), Anthropic, OpenAI, Gemini