Careers at ISS

Job Description

The heart and soul of Immigration Support Services is our people and the work they do.

We’re proud of the talented humans on our case teams, who help leading corporations, hospitals, universities, and research institutions navigate complex employment-based immigration. It’s meaningful, detail-driven work, and we work hard to keep it running smoothly.

But we have more to build. That’s why we’re looking for an exceptional Performance Improvement Lead.

The Role

The Performance Improvement Lead translates strategy into execution, runs our case teams day to day, and makes sure every part of the operation works together. You are the “glue” that holds the case teams accountable to measurable outcomes, while attorneys provide guidance on technical legal matters.

We’re looking for someone who naturally sees what others miss, loves developing people, and can make dozens of moving pieces come together exactly when they should.

Key Responsibilities

1. People Leadership & Accountability

• Manage, coach, and hold accountable our lead case managers and support staff.
• Give honest, constructive feedback and help each person get better at their individual role.
• Establish metrics (scorecards/KPIs) for quality, timeliness, and workload, and hold team members accountable for their targets.
• Run the team’s operating rhythm: weekly case team meetings and regular 1-1s.
• Lead hiring and onboarding, so new team members are set up to succeed.

2. Process, Systems (Deadlines, Workloads & Quality)

• Optimize core processes (green card and H-1B filing) to create consistency, scalability, and repeatable results
• Always know what’s due, what’s falling behind, who needs support, and what needs attention before it becomes a problem.
• Balance workloads across the team and surface problems early.
• Minimize errors and make sure processes are followed, addressing inefficiencies as they appear.

3. Cross-Functional Alignment

• Connect the case teams, support staff, and attorneys, so everyone has clear communication and shared priorities.
• Resolve friction, bottlenecks, and structural challenges between roles and teams.
• Make key staffing and team-structure decisions, with coaching built in.

4. Partnership with Attorneys & Executive Leadership

• Own the operational details of the case teams and keep leadership informed, so leadership doesn’t have to manage the day-to-day.
• Turn new ideas and priorities from leadership into concrete projects with owners, timelines, and resources.
• Protect the team’s focus on current commitments, preventing scope creep and premature changes.

What Success Looks Like

A team that feels valued and grows. You put people first and lead by serving, clearing obstacles and investing in each person’s development. Team members understand what’s expected of them, feel engaged in their work, and become better at their jobs because you are their manager.

Clear, consistent processes. Our green card and H-1B filings follow a documented process that everyone uses, with fewer wasted steps and fewer things falling through the cracks.

Measurable quality and timeliness. Errors go down. Deadlines are visible and met. Quality and workload are tracked regularly, and problems are caught and solved before they grow.

Qualifications & Requirements

Experience: 5+ years in operations management or team leadership, with demonstrated success managing and developing employees and teams, not just projects or processes. Will consider candidates with previous background and roles including Operations Manager, Director of Operations, General Manager, or Coach.

Leadership Profile: Genuine passion for coaching, high emotional intelligence, process discipline, strong analytical skills, and low tolerance for operational chaos. You work well with different personalities and address issues directly and professionally.

Skills: Performance management, project management, conflict resolution, systems thinking, and the ability to oversee multiple people, priorities, and deadlines at once.

Mindset: Your instinct is to ask, “What are we missing?” You see both the big picture and the details, take ownership, and are comfortable making decisions and quickly learning detailed systems in a fast-paced environment.

You do not need immigration, legal, or paralegal experience. We have experienced attorneys and senior team members to teach you our processes.

Working at Immigration Support Services

We’re a close-knit team that values collaboration, responsiveness, accuracy, and long-term growth. We invest in our people and provide comprehensive training.

• Compensation: $70k-$90k, commensurate with experience
• Medical, dental, and vision coverage
• Hybrid flexibility after successful completion of the training period
• 401(k) with employer match
• Paid time off and paid holidays
• Stability. We’re an established organization with experienced employees and leadership.
• Impact. You’ll shape how the firm operates and how our employees develop.
• A collaborative environment where strong performance and good ideas are valued.

About the Role

Are you highly organized and self-motivated, with a drive to take ownership of your work? Do you thrive in fast-paced environments where urgency and accuracy matter? Are you a problem solver who enjoys learning complex processes and seeing the real impact of your work on people’s lives?

If that sounds like you, you may be an excellent fit for our Paralegal/Case Manager position as we look to expand our team. This role offers a flexible schedule and hybrid work options. It requires critical thinking, sharp attention to detail, and the ability to manage cases with precision and care. No prior immigration or paralegal experience is necessary; we will train the right candidate.

About Us

At Immigration Support Services (ISS), the work is anything but routine. When you prepare a filing, you’re helping a professor return to her eager students, a researcher continue groundbreaking work, or an engineer build something that didn’t exist before. Our clients include some of the most respected corporations, hospitals, universities, and research institutions in the country—and they rely on us to navigate every stage of the immigration process with clarity and care.

Based in Harrisburg, PA, we are a trusted employment-based immigration firm serving clients across the U.S. We are a close-knit team that takes pride in doing complex work at a high level—and we invest in the people who join us.

Key Responsibilities

• Prepare and file employment-based immigration petitions and applications under attorney supervision.
• Manage and prioritize multiple client matters simultaneously, keeping cases moving and deadlines met.
• Draft and edit case documents and correspondence with strong written communication skills.
• Communicate directly with corporate clients and foreign national employees to gather required documentation.
• Learn and apply government regulations, agency policies, and procedural guidance.
• Collaborate with attorneys and fellow case managers to ensure accuracy and completeness of filings.

Qualifications

• Exceptional—almost fanatical—attention to detail. Accuracy is not optional in this role; it is the role.
• Bachelor’s degree with 2+ years of full-time professional experience after graduation, OR an associate’s degree in paralegal studies with 3+ years of experience in a fast-paced professional setting.
• No J.D. or paralegal certification required—we will train the right candidate on immigration from the ground up.
• Strong organizational and time-management skills; comfortable managing competing priorities.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a collaborative team.
• Prior immigration experience is a plus, but not required.

What We Offer

• Competitive pay, commensurate with experience.
• Hybrid work flexibility after successful completion of the training period.
• 401(k) with employer match.
• Paid time off (PTO) and paid holidays.
• A genuinely collaborative team—our case managers and attorneys work closely together, and tenured staff are always willing to help.
• A niche, intellectually engaging field—employment-based immigration is complex, and mastering it is genuinely rewarding.