Role Overview:

As the Vice President - Operations, you will play a pivotal role in driving operational excellence, scaling processes, and delivering seamless dispute resolution experiences on our tech-driven ODR platform. You will lead cross-functional teams across data management, case management, enterprise experience and quality assurance, ensuring high standards of efficiency, accuracy, and stakeholder satisfaction.

The ideal candidate is a strategic thinker with a bias for execution - adept at building scalable systems, streamlining operations, obsessive adherence to timelines and aligning day-to-day workflows with organizational goals. This is a mission-critical leadership role requiring a strong grasp of legal-tech operations, data-driven decision making, and a commitment to service innovation in the justice delivery ecosystem.

Key Responsibilities:

- Lead End-to-End Operations: Oversee the full dispute resolution cycle ensuring quality and adherence to timelines.

- Drive Process Excellence: Build and enforce scalable SOPs; monitor daily/monthly targets and streamline workflows for efficiency and consistency.

- Cross-Functional Coordination: Collaborate closely with internal teams (Legal, Communications, Key Accounts and Finance) and external stakeholders (enterprise users, arbitrators, vendors) for smooth case flow.

- Automation & Systems: Identify process gaps and drive automation; work with Tech/Product teams to develop tools and dashboards for performance tracking.

- User-centric Approach: Ensure user satisfaction and retention, source constructive feedback, understand user challenges, gain insights, suggest product and operational process improvements.

- Vendor & Case Management: Develop smart case allocation strategies to vendors, manage those relationships, and ensure continuity in service delivery.

- Team Leadership: Lead and mentor a high-performance ops team; define KPIs, drive accountability, and foster a culture of ownership and agility.

- Reporting & Compliance: Ensure timely MIS reporting, billing coordination with Finance, and continuous performance improvement using data insights.

- Escalations: Take ownership of complex or escalated enterprise concerns, working proactively to ensure resolution and satisfaction.

Skills/Qualifications:

- Master's degree in business administration, operations management or a related field from a reputed institute.

- PQE of 12+ years in complex, high-volume operations, preferably in a startup or high-growth company.

- Experience in legal/financial services/fintech/insurance industry is preferred.

- Experience in leveraging AI and automation to optimize operational processes, improve productivity, enhance decision-making, and build scalable, efficient workflows.

- Strong analytical, process design, and systems thinking capabilities.

- Hands-on experience in process automation tools, dashboards, and MIS reporting.

- Strong leadership and planning skills and excellent interpersonal, verbal and written communication skills.

- Demonstrable knowledge and experience of people management.

- Ability to design and implement systems that scale with speed and precision.

- Ability to work in an environment with multiple priorities.

- Meticulous with attention to detail.

- Advanced proficiency in MS Office.

- Passionate, enterprising, resilient, persevering and a 'never give up' attitude.

- Going beyond the call of duty, willingness to learn and take initiative.

What You'll Gain:

- An opportunity to shape the operational backbone of a fast-growing legal-tech company.

- Work with visionary founders and a passionate team driving access to justice at scale.

- A platform to innovate and lead in one of the most disruptive spaces in the legal and financial services ecosystem.