Overview

OPERATIONS MANAGER - SYSTEMS, WORKFLOWS & AI ENABLEMENTSafe Harbor Wills & Trusts is building one of the most system-driven estate planning firms in New York. We're looking for an Operations Manager who thrives on building systems, improving processes, implementing technology, and helping an organization scale. If your favorite words are "there has to be a better way," you'll probably enjoy this role.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 MattersThe 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.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.Within your first year, you will:Cut inquiry-to-engagement time by 40%Build KPI dashboards for every departmentReduce owner operational involvement by at least 10 hours per weekBuild onboarding systems that allow new employees to become productive in half the current timeDeploy AI and automation that measurably reduces administrative workloadIf 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 MISSIONTurn vision into systems.Turn systems into habits.Turn habits into measurable time savings, consistent outcomes, and predictable growth.COMPENSATION & GROWTH: $75,000 - $80,000 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.LOCATION & TRAVELRegular in-office presence required at the Syracuse/Camillus office.Occasional travel to the Watertown office.Quarterly out-of-area travel for training with the national law firm training organization.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.Compensation:$75,000 - $80,000 yearlyResponsibilities:SCOPE OF RESPONSIBILITYThis is a firm-wide role covering all practice areas, including:Estate PlanningMedicaid PlanningProbate & Trust AdministrationSpecial Needs PlanningClient C.A.R.E. program (Client Maintenance & Continuity Program)ABOUT THE C.A.R.E. PROGRAMSafe 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 RESPONSIBILITIESCustomer Journey & Workflow OwnershipOwn and maintain a unified Customer