Senior Manager, Structured Teams

About the role

The Operations Lead is a key leadership role within our Structured Teams (Managed Services) division, responsible for driving operational excellence, scalability, and strategic execution across legal operations service delivery. This individual serves as a central facilitator among multiple cross-functional teams and workstreams, ensuring alignment, accountability, and efficient execution of operational priorities. The ideal candidate brings deep experience in eDiscovery and legal operations, a passion for people leadership, and a proven ability to identify and implement process improvements that enhance performance, reporting, and client outcomes.

Responsibilities

• Facilitate communication and alignment across departments to ensure successful execution of organizational goals.
• Drive collaboration across cross-functional teams to ensure operational alignment and successful execution of priorities.
• Drive efficiency, standardization, and scalability across operational workstreams.
• Develop and enhance metrics, dashboards, and reporting to support data-driven decision-making.
• Identify, prioritize, and execute strategic initiatives in partnership with department leadership.
• Lead process improvement efforts to improve performance, quality, and operational effectiveness.
• Manage, mentor, and develop a team of Operations Analysts.
• Monitor operational performance and recommend solutions to address risks and opportunities.
• Lead day-to-day operational initiatives across the Managed Services organization to ensure efficient, consistent, and scalable service delivery.
• Act as a facilitator and coordinator across multiple cross-functional teams, stakeholders, and workstreams.
• Identify operational bottlenecks and drive process improvements that enhance productivity, quality, and customer satisfaction.
• Establish and maintain operational best practices, standards, and governance processes.
• Develop and manage operational reporting frameworks with a strong emphasis on metrics, analytics, and data-driven decision making.
• Create and maintain dashboards, KPIs, and performance reporting mechanisms to measure operational effectiveness.
• Analyze trends and provide actionable insights to leadership regarding resource utilization, service delivery performance, and operational health.
• Promote a collaborative, high-performing team culture focused on accountability and continuous improvement.
• Build strong working relationships with business leaders, legal operations professionals, eDiscovery teams, technology partners, and other key stakeholders.
• Serve as a trusted operational advisor and escalation point for complex issues and initiatives.

Requirements

• Significant experience in legal operations and eDiscovery environments.
• Strong understanding of eDiscovery workflows, technologies, and service delivery models.
• Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations.
• Experience leading operational improvement and cross-functional initiatives.
• Proven ability to develop and leverage metrics and reporting to drive business outcomes.
• Strong communication, organizational, and stakeholder management skills, with the ability to manage multiple priorities simultaneously.
• Demonstrated interest and aptitude for people management and team development.

Preferred Qualifications

• Experience in a managed services organization.
• Proficiency with Smartsheet or similar project management and workflow tools.
• Experience leading strategic and operational transformation initiatives.

Success Profile

The successful candidate is a strategic thinker who can seamlessly balance long-term vision with day-to-day execution. They are highly collaborative, naturally skilled at bringing diverse teams together, and motivated by creating scalable solutions that improve operational effectiveness. They possess strong eDiscovery expertise, a data-driven mindset, and a genuine passion for developing people while helping shape the future of a growing Managed Services organization.

Values

• Excellence: We strive to make every client our advocate.
• Passion: We DO because we CARE.
• Collaboration: We win together through teamwork and communication.
• Agility: We flex, adapt and embrace change.
• People: We value, respect and invest in our teammates.
• Vision: We create clarity of purpose and a clear path forward.