Director of Strategic Operations, Litigation Support

Accountabilities:: In this role, you will partner with senior leadership to shape operational priorities, oversee critical initiatives, and establish the processes and performance standards needed to support growth. Collaborate with the Litigation Support General Manager to define strategic priorities, shape the operational roadmap, and inform high-impact decisions in fast-moving, uncertain environments. Lead cross-functional projects, go-to-market operations, and process design initiatives, taking ownership of operational gaps and driving projects from conception through implementation. Identify inefficiencies and implement solutions that improve performance, increase gross merchandise value (GMV), and support expansion into new jurisdictions, client segments, and service lines. Coordinate organizational transitions, team design, and process rollouts while managing relationships with delivery teams, including service-level agreements (SLAs) and escalations. Establish quality standards, monitor operational performance, and collaborate with managers to address performance gaps through coaching and process improvement. Develop and maintain leadership reporting frameworks covering SLAs, productivity, error rates, case completion, and other key operational indicators. Conduct strategic and operational research and prepare executive- and board-ready presentations that translate complex data and operational findings into clear recommendations. Partner with product and technical teams to define requirements, assess trade-offs, and manage initiatives from initial research through execution. Own workforce planning, including recruitment, onboarding, and ramp-up strategies for new team members. Build detailed working knowledge of California court filing and Service of Process rules, leading the research, project management, and process design required to expand into additional states and jurisdictions. Develop standard operating procedures (SOPs), training frameworks, and playbooks that support operational consistency and scalability for internal teams and clients. Escalate issues requiring executive intervention, represent Litigation Support Operations in company-wide initiatives, and manage multiple concurrent projects while maintaining quality and momentum. Requirements: The ideal candidate combines strategic thinking, analytical rigor, and strong execution skills, with the ability to manage complex initiatives independently and adapt as business priorities evolve. At least 5 years of experience in operations, strategy, or business operations, ideally within legal services, professional services, or a high-growth startup. Demonstrated ability to independently manage ambiguous, high-stakes projects from problem diagnosis through solution design and implementation. Proven experience managing multiple concurrent initiatives, including process rollouts, market or jurisdictional expansion, and leadership-driven projects. Hands-on experience developing and maintaining operational reporting frameworks covering SLAs, productivity, error rates, and other performance metrics. Experience partnering with product and technical teams to define requirements, evaluate trade-offs, and oversee projects from research through delivery. Strong analytical skills and the ability to learn complex, unfamiliar domains quickly, including court filing and Service of Process regulations. Excellent written and verbal communication skills, with experience preparing executive-level and board-ready materials. Experience working with people managers to improve performance through structured processes, coaching, and constructive feedback. A track record of scaling operations, teams, or processes across new markets, jurisdictions, or service lines. Comfort working in a dynamic environment with evolving responsibilities, shifting priorities, and a high degree of autonomy. Strong organizational skills, sound judgment, and the ability to translate strategic objectives into practical, measurable outcomes. Benefits: Salary: $150,000–$190,000 per year. Incentive compensation: Bonus included. Healthcare: Premium medical, dental, and vision coverage for employees and their families, with 100% of premiums covered for some plans. Wellness and mental health: Shared benefits available to employees and their families. Flexible paid time off: Flexibility to support work-life balance. Equity: Stock option opportunities. Retirement: Access to a company-provided 401(k) account. Remote work support: Home office setup and a monthly stipend to help cover internet and phone expenses.