Director: Legal Operations Delivery

Legal Operations Delivery: Director

About the Role

We’re looking for a dynamic, strategic, and detail-oriented Legal Operations Delivery Director to lead our Legal Operations business team. This person will be client facing and have responsibility for onboarding clients into our programs as well as lead the team of up to 10 legal professionals (paralegals and lawyers) that support these programs at scale. These professionals extract critical contract data using our proprietary Ai technology delivering powerful data/understanding/notifications to our clients via our proprietary CLM/s.

Additionally, this role also manages our largest vendor partner relationship with the ability to flex capacity as volumes dictate it.

As a bridge between operations, client success, sales, and clients, this individual will play a critical role in onboarding new business, optimizing workflows, supporting pre-sales engagements, and creating a roadmap of opportunities for continuous improvement across the team

This is a highly paced team and organization with a lot of ability for this leader to transform the work and experience through technology and process design.

Key Responsibilities

Support and onboard new business

• Partner with our growth teams in pre-sale activity
• Lead onboarding programs to implement new business
• Deliver against key OKR’s and performance metrics; ability to collaborate to drive results
• Develop and utilize reporting and analysis that drives business outcomes

Team Leadership & Management

• Direct expertise with commercial contracts at all stages in the lifecycle (Drafting, Reviewing, Negotiating, Indexing, Organizing etc.) and the ability to discuss/coach and lead across the lifecycle
• Lead, mentor, and manage a high-performing team of paralegals and lawyers.
• Ensure team resourcing aligns with client needs and operational goals; manage workflow and prioritization to deliver outcomes
• Ability to drive quality and productivity through vendor/partner resources

Client Delivery Oversight

• Maintain strong client relationships, ensuring satisfaction, retention and upsell; communicating directly with client stakeholders
• Monitor and manage legal work inventory, SLA compliance, and quality standards.

Workflow & Process Optimization

• Design and improve operational workflows to boost efficiency and consistency.
• Implement tools and processes for workload tracking, reporting, and collaboration.
• Identify and implement productivity improvements through the use of metrics and conducting root-cause analysis. Improvements will be a combination of process, Ai, Technology roadmap upgrades so will need to be effective at working cross-functionally.

Cross-Functional Collaboration

• Assist in pricing estimation for client scenarios and new offerings.
• Work closely with Product and Tech teams to inform service design and automation opportunities - develop an ongoing roadmap that will contribute to efficiency and client needs.

Qualifications

• Demonstrated ability to breakdown complex legal concepts into structured data
• Commercial acumen: Ability to partner with prospects and clients on uncovering needs/determining cost and discussing pricing
• Demonstrated ability to deliver and execute. Need to drive improvements within team while the team is also delivering a service
• Direct expertise with commercial contracts at all stages in the lifecycle (Drafting, Reviewing, Negotiating, Indexing, Organizing etc.) and the ability to discuss/coach and lead across the lifecycle
• Proven ability to develop and manage complex workflows and balance competing priorities. Developing and leveraging metrics, reporting and process improvements are all part of the role
• 10+ years of experience in legal operations, legal services delivery, or a similar role.
• Prior experience managing a team of legal professionals (lawyers, paralegals, or legal ops staff). 10+ years
• Strong client management skills and a track record of delivering legal or professional services at scale.
• Excellent communication, leadership, and client/stakeholder management skills.
• Experience with legal tech tools/CLM’s, workflow platforms, and service delivery automation

Preferred Attributes

• Legal Operations experience; paralegal or JD a plus
• In-depth knowledge of SalesForce is a plus
• Strong work ethic of self and ability to leverage within others
• Must be able to set priorities for self and others and deliver against them
• Comfortable operating in a fast-paced, evolving legal service environment
• Collaborative approach with a bias for action

Job Type: Full-time

Pay: $90,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• Please briefly describe your experience relative to the job description and the results that you have delivered during your career.

Work Location: Hybrid remote in Pittsburgh, PA 15237