Director, Business Process Optimization (Remote in North Carolina)

About Rocket Lawyer   We believe everyone deserves access to affordable and simple legal services. Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America, South America, and Europe, Rocket Lawyer has helped over 30 million people create over 50 million legal documents, and get their legal questions answered.   We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company’s history, to capture audiences worldwide. We are expanding our team to take on this challenge!

About your role

This role is responsible for maintaining subject matter expertise and leading Operational business process optimization through comprehensive process documentation, gap analyses and remediation planning/execution. This role acts as the subject matter expert across Operational functions serving as an internal resource for all Ops teams and representing Ops teams in cross functional efforts. The role manages third-party partners as needed, owns our Salesforce instance and roadmap, serves as the Ops Lead for product development initiatives and supports a team of administrators and project managers delivering scalable, efficient operational solutions.

How you will make a difference day to day

• Own, maintain and create new detailed, complete end-to-end business process documentation for all Operational teams, partner teams, and their workflows, dependencies, deliverables, etc..
  • Documentation includes: all relevant policies, keystroke level work steps, systems/tool inventory, inputs, and deliverables for cross functional teams including all dependencies, points of risk, and recommendations for improvement/optimization etc.
• Create and maintain gap analysis of existing Operational processes, policies, products and tools; lead cross-functional efforts to synthesize and drive remediation plans for each, and constantly lead remediation efforts
• Serve as Operational subject matter expert, demonstrating expert command of all business processes and associated tooling
• Represent Operations in all cross-functional projects, effectively advocating to ensure all Operational business requirements are met
• Manage 3rd party/external partners, assume accountability for ensuring deliverables meet/exceed expectations and cultivate strong supplier relationships
• Own the Salesforce implementation used by our Support, Sales and Fulfillment teams, ensuring it is continually optimized by gathering requirements and user feedback, designing scalable best practice solutions
• Develop and own delivery of the implementation roadmap
• Engage with, augment and lead if necessary Product Development efforts as needed to ensure sales, fulfillment, support and renewal business processes and tooling are effectively implemented 
• Work with appropriate resources to ensure perfect training curriculum and reference material is created
• Effectively lead team of tool administrators and project managers delivering projects to optimize Ops, identified through close monitoring of business operations

What you’ll need

• 10+ years’ leading program management teams and large scale projects in a distributed organization
• Ability to build trust, foster strong working relationships and collaboratively work with stakeholders of all levels, positively influence outcomes
• Clear and effective written and verbal communication skills and ability to distill and convey information in a concise and compelling manner
• Strong organizational and program management skills to manage a wide range of incoming requests and responsibilities
• Demonstrated skill in delivering detailed, work-step level business process documentation and ability to provide higher level summaries as appropriate 
• Strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results
• Maintains unsurpassed attention to detail and command of business details
• Capable of understanding technology and maintaining mastery of the business
• Demonstrated experience synthesizing cross-functional business requirements into roadmap and managing timelines, deliverables, etc.
• Self-starter who enjoys problem-solving with little direct supervision. Ability to learn quickly with a high tolerance for ambiguity and complexity
• Experience leading teams through tight deadlines and complex initiatives
• Strong Salesforce knowledge and at least 2+ years’ of hands on experience with both Service and Sales Cloud

Not sure if you meet all the qualifications? Apply anyway! We value diverse experiences and encourage you to bring your unique talents to our team!<