[Hiring] Director of Product - Client Services Tech Enablement @KLDiscovery

Role Description

We're hiring a Director of Product to own tech enablement for our Client Services and Operations organization, driving operational excellence across how we deliver for clients. This is one of the highest-leverage product roles at KLDiscovery. There's a step-change opportunity in CS and OPS to increase speed and quality through workflow orchestration, automation, AI, and giving clients real-time visibility into their matters. You'll lead that transformation.

You'll own three flagship products that touch every matter we run:

• Client workflow orchestration and automation platform
• AI-powered anomaly detection across our operational pipeline
• Client portal that gives customers real-time visibility into their data, status, and SLAs

The work spans terabytes of legal data moving through forensics, collections, processing, and review, with direct impact on cycle time, quality rates, attorney experience, and client trust.

This is a builder's role and an AI-native role. You're fluent in modern gen AI (LLMs, agents, RAG, evals) and reach for it as a first-class tool, not a bolt-on. You prototype, use AI to write PRDs that read like specs, build mockups, ship workflows yourself when it's faster than waiting, and stay close enough to the system to know whether the architecture can actually deliver what you're promising. You'll work side-by-side with CS and Ops leaders, and the AI Architect to translate operational pain into shipped product.

We offer competitive total compensation that includes base pay, bonus potential, inclusive benefits, wellness programs, and perks. Individual compensation will vary, although a reasonable estimate of the current annualized base pay range for this position is $160,000 to $185,000.

Job location: Remote (but candidate must be based in the United States)

Key Responsibilities

• Own three flagship products and the operational excellence discipline that ties them together.
• Client workflow orchestration and automation platform: eliminates manual hand-offs with API integrations and orchestrates end-to-end client workflows from intake through production.
• AI-powered anomaly detection across the operational pipeline: partner with the AI Architect to surface quality issues before clients ever see them and drive defect rates toward zero.
• Client portal: customer-facing surface of everything CS & OPS does, where clients see real-time SLA telemetry, matter status, data lineage, billing visibility, and self-service capabilities.
• Define operational excellence metrics that matter (cycle time, quality rate, on-time SLA, automation coverage, first-touch resolution).
• Instrument the platform to measure metrics in real time and use that data to prioritize work and validate impact.

Qualifications

• 7+ years in product management
• Builder at heart: AI prototypes, writes specs that read like blueprints, and ships alongside the team rather than from a deck
• AI-native: fluent in modern gen AI (LLMs, agents, RAG, evals); has shipped AI-driven product features in production
• Deep experience building internal tools, workflow automation platforms, or B2B operations software
• Track record delivering automation, orchestration, and workflow consolidation projects with measurable impact on speed and quality
• Experience shipping customer-facing portals or self-service products in a B2B context
• Strong technical background; able to understand complex data workflows, API integrations, and AI/ML system design at the requirements level
• Experience working closely with Operations, Customer Success, or professional services teams
• Demonstrated ability to translate operational pain points into product strategy and roadmaps
• Excellent stakeholder management skills across Operations, Engineering, and executive audiences
• Data-driven approach to prioritization with focus on measurable business impact
• Experience hiring, developing, and leading product management teams

Nice to Have

• Familiarity with workflow orchestration platforms, integration platforms, or BPM tools
• Hands-on experience shipping AI-driven features such as anomaly detection, classification, agent workflows, or recommendation systems
• Understanding of data ingestion pipelines, ETL workflows, and operational telemetry
• Track record consolidating applications into unified platforms