Managing Director

Elevate is a law company providing software and services at the intersection of business and law. Our professionals deliver practical solutions for global law departments and law firms to improve efficiency, quality, and business outcomes.

About the role

The Managing Director, Investigations Program is the senior operational leader responsible for the overall strategy, implementation, scaling, performance, and financial success of a large-scale workplace investigations managed service. This role serves as the executive owner of the program, overseeing all aspects of delivery, governance, staffing, technology enablement, quality management, customer engagement, and continuous improvement.

The Managing Director will stand up and scale a high-volume investigations operation supporting tens of thousands of annual matters while maintaining quality, consistency, compliance, and service levels. This individual will partner closely with customer stakeholders, delivery leaders, technology teams, recruiting, and executive leadership to build a best-in-class investigations program.

This role is onsite in Arlington, VA.

Responsibilities

• Lead the overall strategy, implementation, and operation of a large-scale workplace investigations program.
• Design and implement the operating model, organizational structure, governance framework, escalation processes, quality controls, and reporting mechanisms required to support enterprise-scale delivery.
• Develop workforce planning and scaling strategies to support significant volume growth, seasonal demand fluctuations, and evolving customer requirements.
• Oversee recruiting, onboarding, training, and organizational development efforts to ensure appropriate staffing levels and capability development.
• Establish and manage delivery metrics, service level agreements, quality standards, productivity targets, and key performance indicators.
• Drive operational excellence initiatives focused on efficiency, consistency, quality improvement, cost optimization, and customer satisfaction.
• Lead implementation and adoption of technology solutions, workflow tools, automation initiatives, AI-enabled capabilities, reporting platforms, and process improvements.
• Partner with customer leadership to ensure alignment on business objectives, service expectations, governance requirements, and strategic priorities.
• Oversee financial performance, budgeting, forecasting, profitability, resource utilization, and operational investments across the program.
• Manage executive-level stakeholder communications, business reviews, escalations, and ongoing relationship management activities.
• Provide leadership and oversight to program directors, managers, quality leaders, technology teams, and delivery personnel.
• Identify operational risks and develop mitigation plans related to capacity, quality, compliance, staffing, technology, and customer requirements.
• Lead transition, transformation, and expansion initiatives as customer requirements evolve over time.
• Ensure compliance with applicable legal, regulatory, privacy, security, and customer requirements across all aspects of delivery.

Requirements

• 10+ years of leadership experience within managed services, legal operations, compliance operations, investigations, employee relations, human resources operations, business process outsourcing, consulting, or comparable large-scale service delivery environments.
• 5+ years of experience leading large, multi-level operational teams supporting complex customer programs.
• Demonstrated experience standing up, scaling, and optimizing high-volume service delivery organizations.
• Proven experience managing customer-facing programs with executive stakeholder engagement responsibilities.
• Experience implementing process improvement, operational excellence, Lean, Six Sigma, workflow redesign, or transformation initiatives.
• Experience leading technology implementations, workflow platforms, automation programs, AI-enabled solutions, analytics programs, or digital transformation initiatives.
• Experience managing financial performance, operational budgets, forecasting, workforce planning, and profitability targets.
• Experience building operational governance frameworks, KPI programs, reporting structures, and performance management processes.
• Prior experience working with enterprise customers and complex stakeholder environments is strongly preferred.

Qualifications

• A Bachelor's degree is required.
• A JD, MBA, or equivalent degree is preferred.

Skills

• Ability to foster a culture of accountability, continuous improvement, inclusion, collaboration, and high performance across the organization.
• Proficiency with Microsoft Office and Teams.
• Lean or Six Sigma certification is preferred.

Pay

US national salary range: $175,000 - $225,000, based on job-related skills, experience, and level.

Benefits

Elevate offers full-time employees a comprehensive benefits package and PTO.