Director of Strategic Operations, Litigation Support

Accountabilities:

In this role, you will partner with senior leadership to shape operational priorities, oversee critical initiatives, and establish the processes and performance standards needed to support growth.

• Collaborate with the Litigation Support General Manager to define strategic priorities, shape the operational roadmap, and inform high-impact decisions in fast-moving, uncertain environments.
• Lead cross-functional projects, go-to-market operations, and process design initiatives, taking ownership of operational gaps and driving projects from conception through implementation.
• Identify inefficiencies and implement solutions that improve performance, increase gross merchandise value (GMV), and support expansion into new jurisdictions, client segments, and service lines.
• Coordinate organizational transitions, team design, and process rollouts while managing relationships with delivery teams, including service-level agreements (SLAs) and escalations.
• Establish quality standards, monitor operational performance, and collaborate with managers to address performance gaps through coaching and process improvement.
• Develop and maintain leadership reporting frameworks covering SLAs, productivity, error rates, case completion, and other key operational indicators.
• Conduct strategic and operational research and prepare executive- and board-ready presentations that translate complex data and operational findings into clear recommendations.
• Partner with product and technical teams to define requirements, assess trade-offs, and manage initiatives from initial research through execution.
• Own workforce planning, including recruitment, onboarding, and ramp-up strategies for new team members.
• Build detailed working knowledge of California court filing and Service of Process rules, leading the research, project management, and process design required to expand into additional states and jurisdictions.
• Develop standard operating procedures (SOPs), training frameworks, and playbooks that support operational consistency and scalability for internal teams and clients.
• Escalate issues requiring executive intervention, represent Litigation Support Operations in company-wide initiatives, and manage multiple concurrent projects while maintaining quality and momentum.

Requirements:

The ideal candidate combines strategic thinking, analytical rigor, and strong execution skills, with the ability to manage complex initiatives independently and adapt as business priorities evolve.

• At least 5 years of experience in operations, strategy, or business operations, ideally within legal services, professional services, or a high-growth startup.
• Demonstrated ability to independently manage ambiguous, high-stakes projects from problem diagnosis through solution design and implementation.
• Proven experience managing multiple concurrent initiatives, including process rollouts, market or jurisdictional expansion, and leadership-driven projects.
• Hands-on experience developing and maintaining operational reporting frameworks covering SLAs, productivity, error rates, and other performance metrics.
• Experience partnering with product and technical teams to define requirements, evaluate trade-offs, and oversee projects from research through delivery.
• Strong analytical skills and the ability to learn complex, unfamiliar domains quickly, including court filing and Service of Process regulations.
• Excellent written and verbal communication skills, with experience preparing executive-level and board-ready materials.
• Experience working with people managers to improve performance through structured processes, coaching, and constructive feedback.
• A track record of scaling operations, teams, or processes across new markets, jurisdictions, or service lines.
• Comfort working in a dynamic environment with evolving responsibilities, shifting priorities, and a high degree of autonomy.
• Strong organizational skills, sound judgment, and the ability to translate strategic objectives into practical, measurable outcomes.

Benefits:

• Salary:$150,000–$190,000 per year.
• Incentive compensation:Bonus included.
• Healthcare:Premium medical, dental, and vision coverage for employees and their families, with 100% of premiums covered for some plans.
• Wellness and mental health:Shared benefits available to employees and their families.
• Flexible paid time off:Flexibility to support work-life balance.
• Equity:Stock option opportunities.
• Retirement:Access to a company-provided 401(k) account.
• Remote work support:Home office setup and a monthly stipend to help cover internet and phone expenses.