Director - Legal Operations - Legal Process Outsourcing Services

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Key Responsibilities:

Stakeholder Engagement:

• Serve as a strategic advisor to senior client stakeholders (e.g., GCs, Legal Ops Heads).
• Align LPO services with broader business and legal priorities.
• Drive executive-level governance and performance discussions.
• Identify opportunities for account growth, cross-sell, and scope expansion.
• Collaborate internally with consulting, technology, and sales teams.
• Influence solution design and contribute to business development efforts.
• Build long-term, trusted client relationships.

Team Leadership & Development:

• Lead and manage a high-performing, cross-functional team (legal, process, tech).
• Define and execute talent strategy, including hiring and capability building.
• Mentor and develop senior team members; build leadership pipeline.
• Drive a culture of ownership, innovation, and continuous learning.
• Set clear performance expectations and accountability frameworks.
• Enhance employee engagement, retention, and team morale.
• Promote collaboration across geographies and functions.

Process Transformation & Innovation:

• Define and execute the enterprise-wide transformation roadmap for legal processes.
• Reimagine workflows using platform-based delivery, AI/GenAI, and automation.
• Identify and prioritize high-impact use cases (e.g., CLM, document review, IP lifecycle).
• Translate transformation opportunities into scalable, deployable solutions.
• Partner with technology teams and external vendors to co-build tools and accelerators.
• Develop reusable frameworks, assets, and best practices across engagements.
• Drive continuous innovation and differentiation in service offerings.

Operational Delivery & Excellence:

• Provide strategic oversight of global, multi-location delivery operations.
• Establish governance models for performance tracking and issue resolution.
• Drive capacity planning, demand forecasting, and resource optimization.
• Standardize processes to ensure consistency while enabling client-level customization.
• Ensure operational resilience, scalability, and business continuity.
• Embed a culture of accountability, efficiency, and continuous improvement.

Quality & Risk Management:

• Establish and institutionalize a zero-defect quality mindset across teams.
• Implement advanced quality assurance frameworks, including automated checks.
• Drive first-time-right delivery through structured QA and review mechanisms.
• Ensure compliance with global data privacy and regulatory standards (e.g., GDPR, CCPA).
• Proactively identify, assess, and mitigate operational and reputational risks.
• Act as escalation authority for critical quality, compliance, or delivery issues.
• Lead root-cause analysis and systemic resolution of recurring challenges.

Qualifications:

• 15-20 years of experience across legal operations, LPO, or consulting, including at least 5 years in a service delivery leadership capacity.
• Excellent communication skills (particularly written).
• The ability to solve problems in a methodical, practical way.
• Ability to multi-task, follow-up/follow through, be thorough, prioritize and pay close attention to detail are required.
• Responsive to the demands of lawyers and an ability to work under pressure.
• Must be able to function seamlessly in a time sensitive environment (i.e. handle urgent/rush requests, without sacrificing quality).
• Must be customer service oriented.
• Knowledge of Outlook, Excel, Word is required.
• Deep understanding of legal conflict check principles, ethical obligations, and risk considerations.
• Familiarity with legal conflict databases (e.g., Intapp Open, Elite, Aderant).
• Ability to handle sensitive information with discretion and professionalism.
• Flexible to support time-sensitive conflict searches, including scheduled off-hours or weekend assignments.