Director of Customer Experience Operations

About the Company

Assembly Software is a visionary technology company dedicated to revolutionizing the legal industry. It blends decades of history and industry experience with next-generation, customer-focused innovation, bringing together two of the legal profession’s pioneering case management brands, Needles and Trialworks, both of which have contributed to Neos, Assembly's reimagined cloud-based solution.

With its premier case management solution, Neos, and the game-changing NeosAI, Assembly Software empowers law firms to exceed expectations and maximize their potential through innovative software solutions. Neos is a cloud-based practice management software with embedded AI that combines customizable workflows, seamless integrations, and powerful analytics, enabling law firms to streamline operations, enhance productivity, and manage all aspects of their practice. NeosAI seamlessly integrates within Neos, allowing users to leverage AI capabilities without switching between platforms.

When you join Assembly Software, you’re joining a team that genuinely cares about you, your career, and your excitement about your job. Working in the legal tech field offers endless opportunities for disruption, and you’ll be at the forefront of that innovation. We encourage you to pursue what drives you and push your boundaries. Assembly Software is where people come to shake up a historically buttoned-up industry.

Vision & Mission

Vision Statement: Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at any time.

Mission Statement: Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers.

Core Values

• We are Accountable: We accept responsibility for our choices and actions. We value transparency and feedback.
• We Never Stop Learning: We pursue growth and learning.
• We Thrive as a Team: We value others' opinions and work respectfully with one another.
• We are Collaborative Innovators: We are adventurous, creative, and open-minded.
• We are Here to Be of Service to our Customer and our Colleagues: No matter our role, we are all here to be of service and add value.
• We have Unyielding Integrity: We do the right thing, even when no one is watching.
• We Embrace Diversity and Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity.

About the Role

Implementation hands a customer off to Support. Support hands them off to Success. Somewhere in those handoffs, context gets lost, and by the time anyone notices, the customer is already frustrated. We're looking for someone who looks at that mess and can't help but want to fix it.

As the Director of Customer Experience Operations, you are a builder, not a spectator. You'll sit on our Chief Customer Officer's leadership team and build the operational backbone connecting Implementation, Support, Success, and Enablement into one coherent Customer Experience Group: the KPIs everyone actually trusts, the playbooks that make good practices repeatable, and the systems that keep our data clean enough to make real decisions on.

You won't have a team of your own, and that's by design. Your job is to make the people who do run cleaner, faster, and more consistent, not to build something underneath you. If what energizes you is bringing order and rigor to a fast-growing customer organization that's still finding its shape, this is exactly that job.

Work Environment

• Location: Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that's your vibe.
• Company Culture: We're a fast-growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands—Neos, Needles, and TrialWorks—we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built-in accelerators, so top performers are rewarded for their impact.

Benefits

• Medical, dental, and vision plans
• Short and long-term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• Employee Assistance Program

We invest in our people because we know our results depend on them. When you do great work here, you'll be recognized and rewarded for it.