Senior Manager, Quality Assurance & Process Architecture and Redesign - Legal Operations (Remote, U.S.)

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job Description The Senior Manager, Quality Assurance & Process Architecture and Redesign for Client Legal Services, Legal Operations is responsible for establishing and leading the design and maintenance of the Client Legal Services end-to-end process architecture, managing process inventory and ownership model, establishing enterprise standards for process documentation, driving operating model redesign as Client Legal Services evolves, facilitating process simplification and elimination of non-value-added work to deliver legal services of the highest quality and standards with maximum efficiency. This licensed attorney role provides legal operations leadership over Client Legal Services quality programs, attorney file review routines, and root cause analyses, process assessments, operational audits, workflow redesign, and business improvement initiatives to drive continuous improvement. This role evaluates performance opportunities through file reviews, reinspection, calibration, audit and root cause analyses of processes, data analysis, stakeholder feedback, and legal operations assessments. The Senior Manager partners with CLS leadership, attorneys, support staff, Legal Operations, ATS, Claims, HR, Finance, and other business partners to communicate findings, recommend solutions, improve process consistency, and strengthen operational effectiveness. The Senior Manager is accountable for getting work done in the right way through process design, doing the work consistently through quality governance, evaluating whether the outcomes we are obtaining are the ones we expect through metrics and insights, and ensuring we are continuously improving through operational excellence, all in alignment with CLS strategic goals. The role ensures team members are developed and coached and may provide direction and oversight to other managers. Key Responsibilities Quality Assurance, QC Testing & Attorney and Support Staff File Review· Develop and align delivery of Client Legal Services quality assurance and quality control framework system, including testing to ensure alignment with internal client needs, business goals, legal practice expectations, and operational standards. · Design necessary procedures, including but not limited to attorney file reviews, open and closed file analyses, reinspection, calibration, and audit routines that evaluate and ensure quality, consistency, adherence, and operational performance. · Analyze results of testing procedures and communicate findings, trends, risks, and improvement opportunities to Client Legal Services leaders, legal managers, attorneys, support staff and business partners. · Ensure successful mitigation of operational risk while driving for optimal cost savings, through appropriate alignment of quality testing, review routines, controls, and escalation pathways. Process Redesign & Continuous Improvement · Lead Client Legal Services process redesign initiatives to improve workflow consistency, service delivery, quality outcomes, cycle time, operational efficiency, and customer experience. · Evaluate existing legal and operational workflows, procedures, controls, handoffs, and role accountabilities to identify opportunities for simplification, standardization, and risk reduction. · Facilitate future-state design sessions with attorneys, support staff, Client Legal Services leadership, Legal Operations, ATS, Claims, and other stakeholders to redesign processes in a practical and sustainable manner. · Develop and support implementation of standard operating procedures, quality controls, process documentation, training materials, and governance routines that sustain redesigned workflows. · Partner with project and portfolio management resources to ensure process redesign work is appropriately prioritized, sequenced, implemented, and measured against expected business outcomes. Performance Measurement, Reporting & Operational Insights · Support alignment of delivered services with business needs by developing quality metrics, operational scorecards, dashboards, and performance reporting routines. · Evaluate operations for quality and adherence to requirements to support service level expectations, enterprise standards, regulatory requirements, and Client Legal Services business goals. · Use data, file review findings, calibration outcomes, stakeholder feedback, and operational trends to identify systemic issues and recommend practical improvement plans. · Develop leadership-ready summaries that clearly explain quality findings, root causes, recommended actions, risk considerations, and expected operational impact. · Measure effectiveness of quality assurance programs, process redesign initiatives, corrective actions, and operational improvements over time. · Provide input into service level agreements, vendor discussions, statements of work, or RFP development based on quality testing routines, process needs, and operational findings where applicable. · Partner with CLS leadership to prioritize quality and process redesign work based on risk, business value, operational impact, readiness, and strategic importance. Leadership, Coaching & Talent Development · Lead, coach, mentor, and develop employees and managers responsible for quality assurance, process redesign, operational improvement, training support, and related legal operations work. · Support and drive performance enhancement culture by providing regular feedback, developing employees for broader roles and responsibilities, and fostering professional growth and development. · Set clear expectations for quality, accountability, stakeholder partnership, legal judgment, operational discipline, and practical problem solving. · Serve as a licensed attorney leader and trusted advisor to Client Legal Services Legal Operations on quality standards, process governance, attorney-facing operational improvements, and risk-informed decision-making. Requirements Education Juris Doctor required. Active law license in good standing required. Experience 10+ years of experience in legal practice, claims legal services, legal operations, quality assurance, process redesign, audit, operational excellence, or related disciplines. Skills Legal Operations, Legal Operations Management, Operational Efficiency, Operational Performance Compensation Compensation offered for this role is 110,000.00 - 181,025.00 annually and is based on experience and qualifications. The candidate(s) offered this position will be required to submit to a background investigation. Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact. Allstate generally does not sponsor individuals for employment-based visas for this position. Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of