Verbit.ai · 6 hours ago

Legal Operations Director

United States

Full-time

Remote

Director/Executive

10+ years exp

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Responsibilities

Overseeing day-to-day legal transcription operations. Managing near-term capacity to ensure delivery is on time and in line with quality commitments across legal flows.

Defining legal operations strategy, structure, and processes to balance turnaround, cost, and quality in transcription.

Overseeing the delivery queue monitoring and the resolution of bottlenecks in cross-functional collaboration with company-wide departments including customer support, customer success and development teams.

Setting, measuring, and improving standards in legal delivery and quality.

Designing and managing onboarding and training processes for employee and contractor transcriptionists.

Measuring, reporting and improving operational efficiency across all legal workflows, including the setting and monitoring of employee and contractor KPIs to ensure efficiency and utility targets are met.

Monitoring the on-going budgeting and pricing process ensuring KPIs and targets relating to gross margin and S&O are met.

Collaborating with customer experience, sales, development, and product teams to ensure optimal inter-department processes aid all goals across the legal vertical.

Creating and overseeing root cause analysis and corrective action taken with performance issues both in delivery and quality of legal flows

Overall owner for end-to-end operations activities on legal Real-time and Legal Assistant products

Effectively handling customer complaints to ensure customer retention in line with company growth targets

Responsible for effective legal transcriptionist recruitment process, ensuring the setting and meeting of quality standards and onboarding and retention targets in line with set capacity targets. Long term capacity planning across all legal workflows to ensure community growth to support ambitious company growth targets

Working closely with the R&D, product, and data scientist teams to improve existing products for the legal market.

Providing line management to legal quality specialists, legal delivery specialists, and legal schedulers including routine check-ins, performance management, and personal development support.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Legal transcription knowledgeSupervisory experienceLegal industry principlesAutomationAIBI reportingCross-functional collaborationBusiness acumenManaging contractor communitiesPerformance management