Director of Legal Operations

Job Description:

Salary: $140,000 - $160,000  

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Job Summary  

The Director of Operations Excellence is responsible for client relationship management, operational leadership, business development, and financial oversight within an assigned client portfolio. This role ensures service quality, process improvements, and operational excellence while leading teams to exceed client expectations. The position reports to the Vice President of Operations Excellence or Senior Vice President of Client Relations.

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Key Responsibilities  

Operational Leadership & Process Improvement  

• Conduct operational audits to assess compliance, service quality, and performance metrics.  
• Develop and implement strategic plans to improve operational processes and reduce costs.  
• Serve as Project Manager for new client site startups, including defining SLAs and KPIs.  
• Collaborate with cross-functional teams to optimize staffing, technology, and workflows.

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Client Relationship & Business Development  

• Act as the primary liaison between clients and internal teams, ensuring customer satisfaction.  
• Assist in developing new business relationships and strategic partnerships.  
• Support sales and marketing initiatives by providing insights and operational strategies.  
• Monitor performance reporting, customer concerns, and operational metrics across locations.

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Leadership & Team Development  

• Mentor and coach regional leadership teams to resolve operational challenges.  
• Ensure compliance with company policies, industry regulations, and service agreements.  
• Participate in weekly leadership meetings, presenting results, challenges, and improvement plans.

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Qualifications  

• 5+ years of experience in operations management, client relations, or process improvement.  
• Expertise in Lean, Six Sigma, and Total Quality Management (TQM).  
• Strong leadership, problem-solving, and project management skills.  
• Excellent communication and relationship-building abilities.