Job Description:

Key Responsibilities:

Stakeholder Engagement:

- Serve as a strategic advisor to senior client stakeholders (e.g., GCs, Legal Ops Heads).

- Align LPO services with broader business and legal priorities.

- Drive executive-level governance and performance discussions.

- Identify opportunities for account growth, cross-sell, and scope expansion.

- Collaborate internally with consulting, technology, and sales teams.

- Influence solution design and contribute to business development efforts.

- Build long-term, trusted client relationships.

Team Leadership & Development:

- Lead and manage a high-performing, cross-functional team (legal, process, tech).

- Define and execute talent strategy, including hiring and capability building.

- Mentor and develop senior team members; build leadership pipeline.

- Drive a culture of ownership, innovation, and continuous learning.

- Set clear performance expectations and accountability frameworks.

- Enhance employee engagement, retention, and team morale.

- Promote collaboration across geographies and functions.

Process Transformation & Innovation:

- Define and execute the enterprise-wide transformation roadmap for legal processes.

- Reimagine workflows using platform-based delivery, AI/GenAI, and automation.

- Identify and prioritize high-impact use cases (e.g., CLM, document review, IP lifecycle).

- Translate transformation opportunities into scalable, deployable solutions.

- Partner with technology teams and external vendors to co-build tools and accelerators.

- Develop reusable frameworks, assets, and best practices across engagements.

- Drive continuous innovation and differentiation in service offerings.

Operational Delivery & Excellence:

- Provide strategic oversight of global, multi-location delivery operations.

- Establish governance models for performance tracking and issue resolution.

- Drive capacity planning, demand forecasting, and resource optimization.

- Standardize processes to ensure consistency while enabling client-level customization.

- Ensure operational resilience, scalability, and business continuity.

- Embed a culture of accountability, efficiency, and continuous improvement.

Quality & Risk Management:

- Establish and institutionalize a zero-defect quality mindset across teams.

- Implement advanced quality assurance frameworks, including automated checks.

- Drive first-time-right delivery through structured QA and review mechanisms.

- Ensure compliance with global data privacy and regulatory standards (e.g., GDPR, CCPA).

- Proactively identify, assess, and mitigate operational and reputational risks.

- Act as escalation authority for critical quality, compliance, or delivery issues.

- Lead root-cause analysis and systemic resolution of recurring challenges.

Qualifications:

- 15-20 years of experience across legal operations, LPO, or consulting, including at least 5 years in a service delivery leadership capacity.

- Excellent communication skills (particularly written).

- The ability to solve problems in a methodical, practical way.

- Ability to multi-task, follow-up/follow through, be thorough, prioritize and pay close attention to detail are required.

- Responsive to the demands of lawyers and an ability to work under pressure.

- Must be able to function seamlessly in a time sensitive environment (i.e. handle urgent/rush requests, without sacrificing quality).

- Must be customer service oriented.

- Knowledge of Outlook, Excel, Word is required.

- Deep understanding of legal conflict check principles, ethical obligations, and risk considerations.

- Familiarity with legal conflict databases (e.g., Intapp Open, Elite, Aderant).

- Ability to handle sensitive information with discretion and professionalism.

- Flexible to support time-sensitive conflict searches, including scheduled off-hours or weekend assignments.