ARC Operations Manager

Department: Administrative Resource Center About Us: Ballard Spahr is a nationally recognized law firm with more than 750 lawyers across 19 offices in the United States. A career at Ballard Spahr means joining a team of talented mentors, colleagues, and friends, supported by strong leadership that actively encourages professional growth. The primary purpose of the ARC Operations Manager is to support a highly efficient and effective word‑processing and document‑services operation. Under the general direction of the Director, the ARC Operations Manager oversees the day‑to‑day functions of the Administrative Resource Center, ensuring consistent, high‑quality service delivery. This role serves as an accessible resource for all firm personnel, proactively engaging with users and assisting with their document needs. The Operations Manager is responsible for supervising all shift coordinators, monitoring the timely completion of routine tasks, and managing the intake, assignment, and reporting of all work requests. The overarching goal of the position is to provide strong leadership and operational oversight for overflow and off‑hours document‑processing support. This position is fully remote if located in a state with a Ballard office. Why Join Us? Innovative Work Environment: Become part of a forward-thinking firm that enjoys substantial support and visibility from the firm’s executive leadership. Professional Development: Take advantage of continuous learning opportunities and avenues for career growth. Inclusion: Join a Business Resource Group and share cultural, experiential, or job-related interests, experiences, and/or backgrounds. Impactful Contributions: Play a pivotal role in developing industry-leading solutions that make a significant difference in legal practice and client service. Your Role: As the ARC Operations Manager within the ARC team, you will: Manage Intake Requests. Monitor service and resource request system queues and take appropriate action(s). Request queues include the ARC Inbox and all subfolders, ServiceNow, BigHand, telephone and voicemail, fax boxes (after hours), and MS Teams; assess each request and estimate the completion time; communicate with requester if there are any questions on the intake. Coordinate Workflow. Assess priorities for ARC staff, including managing all work assignments; oversee responsibility for special projects; arranging for adequate coverage when staff are absent; assessing the need for overtime; oversee training and assignment of work to Opensity backfill and other temporary staff. Ensure Quality. Ensure quality control through thorough proofing and editing of department work products. Create Structure. Work closely with department management on developing and implementing policies and procedures; enhance user services and relationships, assess team equipment and software; provide risk management guidance; understand ethical wall management; oversee ARC file storage management and file retentio