[Hiring] Senior Manager, Case/Contract Management Services @Conduent

Role Description

The Senior Manager, Case/Contract Management Services, is responsible for leading one or more Client Services teams supporting eDiscovery and legal managed services engagements. This role provides strategic oversight for delivery operations, client satisfaction, process governance, and staff development while serving as a senior escalation point for complex client, technical, and operational matters.

• Oversees teams delivering high-quality legal and eDiscovery services across multiple clients and projects.
• Ensures consistency, scalability, defensibility, and operational excellence.
• Combines leadership, client relationship management, workforce development, and continuous improvement responsibilities.
• Partners closely with global delivery leaders, technology teams, and clients to improve service delivery models.
• Identifies process improvement opportunities, implements best practices, and develops future leaders within the organization.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 8 – 12+ years of experience in eDiscovery, legal services, or managed legal services environments.
• eDiscovery certifications (e.g., Relativity Certified Administrator - RCA or equivalent) preferred.
• 2–5+ years of people management experience leading professional teams.
• Proven experience managing multiple teams, projects, and client relationships simultaneously.
• Advanced expertise in Relativity, Viewpoint, and eDiscovery workflows.
• Demonstrated success leading teams, driving process improvements, and managing operational performance.
• Strong coaching, consulting, communication, and client relationship management skills.
• Experience implementing RCA-driven solutions and organizational best practices.
• Industry certifications such as Relativity, ACEDS, PMP, or Six Sigma preferred.

Requirements

• Serve as a senior client-facing leader for strategic accounts, providing consultative guidance and operational oversight across legal, compliance, CyberMine and Data Subject Access Request engagements.
• Manage and lead team of 5-8 Client Managers.
• Directly supervise and mentor employees and team leads, including performance management, coaching, and career development.
• Develop staffing strategies to ensure appropriate coverage across clients, matters, and shifts.
• Establish performance expectations, productivity goals, and quality standards for team members.
• Conduct regular one-on-one meetings, performance reviews, and development discussions.
• Build a culture of accountability, collaboration, client focus, and continuous improvement.
• Identify succession planning opportunities and prepare future leaders within the organization.
• Maintain expert knowledge of the Case/Contract Management Services function and related workflows.
• Conduct Root Cause Analysis (RCA) and implement scalable corrective actions.
• Identify process gaps, operational risks, and opportunities for standardization.
• Lead continuous improvement initiatives that enhance quality, efficiency, and defensibility.
• Consult with workgroup leaders to develop customized workflows and service solutions.
• Ensure compliance processes and workflows supporting UK regulatory, privacy, and contract management services are effectively governed, documented, and continuously improved.
• Partner with global counterparts to ensure consistent service delivery and governance.
• Collaborate across Client Services, Processing, Production, Managed Review, Client Support, and Technology teams.
• Lead cross-functional initiatives that improve operational effectiveness and client outcomes.
• Oversee resource planning, capacity management, forecasting, and operational reporting.
• Support budgeting, scope management, and utilization objectives.
• Monitor operational metrics and implement action plans to improve performance.
• Contribute to strategic initiatives and service offering enhancements.
• Maintain the technical expertise necessary to perform all responsibilities of a Senior Case/Contract Management Services Analyst when required.
• Provide guidance on Relativity, Viewpoint, analytics, productions, review workflows, and defensibility best practices.
• Act as a senior escalation resource for complex client, legal, technical, and workflow matters.
• Mentor and train direct reports to achieve proficiency in all core Client Services responsibilities and competencies.

Benefits

• Opportunity to personally thrive and make a difference.
• Part of a culture where individuality is noticed and valued every day.