[Hiring] Director of Client Operations @Remote Legal Staff

Role Description

This is an operations leadership seat. You will run the delivery organization that makes client satisfaction true:

• Manage, coach, and develop the managers who run the client lifecycle teams.
• Run the operation through your managers, not around them.
• Address underperformance quickly and directly.
• Enforce one standard across every team.
• Own the quality assurance and early-warning systems.
• Course-correct fast when metrics do not improve.
• Simplify relentlessly.
• Give leadership full visibility on problems.
• Make over-communication the standard.
• Lead the placement function to one standard.
• Enforce the standard that no candidate goes in front of a client unless your team would personally vouch for them.
• Own kickoff quality: expectations and standards locked in before day one.
• Lead the client success function to one goal: the client gets great work.
• Own escalations end to end.
• Run root-cause analysis on every cancellation.

Qualifications

• Experience managing managers, with a team of at least 20 to 30 people under you in total.
• A track record of building QA, onboarding, or service-delivery systems.
• Proven ability to turn training into behavior.
• Data fluency: manage the operation by the numbers.
• Strong technology and AI fluency.
• Exceptional written and spoken English.

Requirements

• 7+ years leading operations at scale.
• Direct ownership of an operational outcome metric.
• Experience handling high-stakes client escalations personally.
• Experience in staffing, recruiting, BPO, legal services, or professional services.
• Experience serving U.S. law firms or other U.S. professional-services clients.
• Experience in a fully remote, fast-scaling services company.
• Reliable high-speed internet, backup power and connectivity, and a professional home office.

Benefits

• Fully remote.
• Full-time.
• U.S. hours, EST or PST.