Implementation & Operations Lead
Walker Advertising · United States
- Hybrid
- Full-time
- $62,400 / year
- United States
Job highlights
- Own client program implementation lifecycle.
- Ensure quality for client services team.
- Develop scalable processes with leadership.
- Partner on AI and automation initiatives.
- Strategic thinker with high attention detail.
About the role
About Walker Advertising
Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect.
We believe that our employees are not just numbers; they are people. People with families and lives outside of work. We understand that a career is just one piece of the puzzle that makes people successful, happy individuals. That's why as we grow our teams, we focus on the whole person.
About The Role
The Implementation & Operations Lead is a strategic operational role for someone who thinks critically about how work gets done and pushes for continuous improvement. This person owns the implementation lifecycle for our most complex client programs, serves as the quality control layer for the client services team, and partners with leadership to build the processes and tools that will define how we scale. As we invest in AI-enhanced operations and automation, this role will be at the center of that evolution for Client Services.
What You'll Do
- Retained Leads Implementation: Own the full implementation lifecycle — from legal retainer editing and upload through activation — across the Retainer Program, Afterhours Support, and Always Connected
- Lead onboardings consultatively, advising attorneys and office staff on intake best practices that drive lead performance and long-term program success.
- Guide clients through their first three leads, proactively diagnosing gaps and coaching offices toward optimal setup.
- Anticipate activation risks early, escalating systemic issues to the Director of Retained Leads with context and recommendations — not just alerts.
- Maintain technical ownership of platform setup across different software.
Client Services QA & Administrative Support
- Partner with client services leadership on operational projects — package cleanup, setup corrections, fulfillment issues — focused on preventing recurrence, not just resolution.
- Serve as a go-to resource for client services team members and sales on complex accounts, escalations, and new program setup.
- Contribute to process documentation, PBI discussions, and scalable workflows that strengthen the team.
- Serve as the last line of defense for large buys and strategic accounts, conducting thorough pre-launch QA reviews.
- Proactively audit account configurations — setup fields, sequence designations, office hours, and contact lists — before errors reach clients.
AI & Automation Partnership
- Collaborate with the AI team to identify where bots and AI-enhanced tools can reduce manual effort, improve accuracy, and streamline implementation workflows.
- Translate frontline client services experience into practical requirements for new automation initiatives.
- Bring a continuous improvement mindset — always asking how intelligent tooling can make operations faster and more reliable.
Qualifications
- A strategic thinker with high attention to detail — you evaluate and improve, not just execute.
- Experience in contract review, client onboarding, or technical implementation strongly preferred.
- Confident consulting clients directly on best practices, not just answering questions.
- Able to manage multiple complex implementations simultaneously without losing accuracy.
- Genuinely curious about AI and automation, and how emerging tools can transform operations.
- Strong cross-functional communicator across sales, client services, technical teams, and external clients.
Benefits/Perks
- 3 Weeks Paid Time Off
- 12 Weeks of Guaranteed Paid Parental Leave
- Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
- 401(k) Retirement Savings Plan
- Wellness Initiatives/Employee Assistance Program
- Rewards and Recognition Programs
- Career Development Opportunities
Key skills/competency
- Implementation
- Operations
- Client Services
- Process Improvement
- AI & Automation
- Quality Assurance
- Project Management
- Client Onboarding
- Technical Implementation
- Cross-functional Communication
Skills & topics
- Implementation Lead
- Operations Lead
- Client Services
- Process Improvement
- AI Automation
- Quality Assurance
- Technical Implementation
- Client Onboarding
- Walker Advertising
- Legal Services
How to get hired
- Customize your resume: Highlight experience in contract review, client onboarding, or technical implementation, aligning with the Implementation & Operations Lead role at Walker Advertising.
- Tailor your cover letter: Express your strategic thinking, attention to detail, and genuine curiosity about AI and automation to show your fit for the company's innovative approach.
- Prepare for behavioral questions: Be ready to discuss how you've managed complex implementations, consulted clients, and improved operational processes.
- Demonstrate technical aptitude: Showcase your understanding of how AI and automation can enhance operations and streamline workflows, especially in client services.
Technical preparation
Review implementation lifecycle details.,Understand client onboarding best practices.,Familiarize with AI/automation tools.,Practice platform setup configurations.
Behavioral questions
Describe a complex implementation you managed.,How do you consult clients on best practices?,Give an example of improving a process.,How do you handle escalations?
Frequently asked questions
- What is the primary focus of the Implementation & Operations Lead role at Walker Advertising?
- The Implementation & Operations Lead at Walker Advertising focuses on owning the client program implementation lifecycle, ensuring quality for the client services team, and partnering with leadership to develop scalable processes, particularly with AI and automation.
- What experience is strongly preferred for the Implementation & Operations Lead position?
- Experience in contract review, client onboarding, or technical implementation is strongly preferred for this role at Walker Advertising. This helps ensure candidates can effectively manage complex client programs.
- How does Walker Advertising approach employee well-being for an Implementation & Operations Lead?
- Walker Advertising emphasizes a 'whole person' approach, offering benefits like 3 weeks paid time off, 12 weeks paid parental leave, comprehensive insurance, and wellness programs to support employees' lives outside of work.
- What is the pay range for the Implementation & Operations Lead at Walker Advertising?
- The base pay for the Implementation & Operations Lead is $27-$30 per hour, with an additional 5% annual bonus. This position is remote within the United States.
- What role does AI and automation play in the Implementation & Operations Lead position?
- The Implementation & Operations Lead collaborates with the AI team to identify opportunities for AI-enhanced tools to reduce manual effort, improve accuracy, and streamline implementation workflows, central to the evolution of Client Services.
- How does Walker Advertising foster continuous improvement in operations?
- Walker Advertising encourages a continuous improvement mindset, particularly through the Implementation & Operations Lead role, by always asking how intelligent tooling can make operations faster and more reliable, and by documenting scalable workflows.