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Director of Operations

As Director of Operations, you would serve as a geography head managing services, people, and customers.  This role reports to the VP of Operations and is responsible for a US delivery center, local and global policy implementation, accountability of local service delivery, mentoring and coaching of local managers, and influencing corporate culture in an important delivery center.

You might be the right person if...

  • Are passionate about delivering the highest levels of customer service.
  • Excel at working in a fast-paced, dynamic environment and managing competing priorities.
  • Engender a culture of professionalism, teamwork and accountability.
  • Have a solid understanding of the legal industry and providing services to law firms and/or corporate legal departments.
  • Are an effective leader with proven results.
  • Are interested in joining a growing company and the potential for a long-term career path.
  • Possess an entrepreneurial spirit and want to be part of something new & exciting.

Specificially you will...

  • Manage the operations of the Phoenix, 24 x 7 delivery center: manage budget, staff calendar and facilities to support service delivery and operation goals, including physical site and facility management, vendor management, deliveries, mail and supplies, and office management and reception, IT liaison.
  • Serve as the main point of contact for Associates and Customer representative(s) and participate in governance model of local delivery teams.
  • Create, document and enforce rules and procedures for auditing, procurement, financial and forecasting reporting, compliance and HR related to facility and management best practices.
  • Oversee local managers and serve as the point of escalation for issue resolution and queries.
  • Actively mentor the assigned team to achieve set performance targets.
  • Coordinate and review financial information to prioritize and direct staffing, resource allocation, and objectives.
  • Serve as the IT liaison.
  • Develop and foster morale and company culture and provide event coordination.

Skills for Success

  • Must be able to build credibility and collaborate with both internal and external customers at all levels.
  • Able to build strong, cohesive and high performing teams through effective skills in motivating and influencing others.
  • Ability to identify, design and implement operational improvements.
  • Experience leading within a growing and changing organization; including virtual settings.
  • Possess a hands-on management style in order to foster and develop the team.
  • Systematic approach to problem-solving and the ability to make quick decisions.  
  • Excellent customer service skills, including attention to detail and great follow-up skills.
  • Ability to effectively prioritize tasks and manage multiple, simultaneous deadlines.
  • Strong understanding of the legal industry; including terminology, documents and processes.
  • Ability to navigate between tactical and strategic discussions and requirements.
  • Possess a positive, flexible, organized and proactive work style.
  • Project and operational management experience.

Technical Skills

  • MS Office *Expert* (Word, Excel, PowerPoint, Outlook)
  • Document Management Systems  ( e.g. Filesite, iManage, etc.)
  • Remote Access Environments (e.g. Citrix)
  • Workflow Management Tools

Qualifications

  • Must possess a bachelors degree. Higher degree preferred.
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