Client Services Program Director - eDiscovery

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Job Description:

The Program Director, working in close coordination with the Account Director(s), Global Service Delivery Director, and assigned eDiscovery Managed Services (EMS) Client Services team(s), is responsible for the overall health of their assigned clients and must have a finger on the pulse on all aspects of the client relationship. The Program Director is responsible for day-to-day management of their assigned clients’ EMS environment and all matter-related work by the eDiscovery Managed Services team on behalf of those clients.

The Program Director will be positioned as the primary communication and escalation point for the client and, where applicable, outside counsel.  The Program Director will set and coordinate the implementation of the broad initiatives for their assigned clients with an integrated approach that includes product implementation, forensics, collections, information governance, client services, advanced technologies, document review services, operations, and technology support.   

Responsibilities:

• Primary client advocate to internal teams and operating as an extension of the client
• Participates in matter initiation calls, including gathering information regarding scope, timeline and key milestones and dates
• Case lead for specifically complex matters, data, litigation/investigation, and alternative workflow construction
• Ability to conduct data analysis, triage datasets, devise custom workflows, and design alternate analytics solutions
• Client facing matter portfolio reporting and weekly update calls across all matters
• Maintenance of client standards documentation (e.g. playbooks), as well as responsibility for compliance auditing both by internal Epiq teams and by the client or counsel
• Collaborates with client to ensure Epiq has adequate information and time to execute each individual request
• Gathers information and submits requests on behalf of the client or outside counsel to the EMS Client Services team
• Leadership across support teams in multiple geographies
• Initiates strategic directives for client
• Oversight of Change Management
• Participates in QBR (Quarterly Business Review) and CSAT (Customer Satisfaction Survey) Process
• Primary liaison to Document Review Services and Technology Assisted Review/Advanced Technologies teams
• Designs and drives continuous improvement
• Direct Project Managers and Project Analysts through day-to-day project needs and assist as needed
• Assist client services team to track and deliver on complex requests
• Serves as leader on the team by assessing and developing junior employees through continuous training and mentoring
• Instills confidence with the client and serves as a primary public face of Epiq’s high-quality service delivery offering

Requirements:

• A minimum of 10 years consulting, litigation support, paralegal or attorney experience in a law firm, corporate legal department or eDiscovery service provider.
• A minimum of 10 years experience in Relativity.  Experience with alternate hosting or processing tools a plus.  
• A bachelor’s degree or equivalent industry experience.  A graduate degree such as a Juris Doctorate (JD) degree or Masters of Business Administration (MBA) a plus.

• "This candidate will need to have prior experience with the  Electronic Discovery Reference Model (EDRM)"

• Proven experience managing, coaching, and developing a high performing team.
• Excellent writing skills, including the ability the draft articulate, clear, and concise emails
• Ingenuity and creativity – the ability to problem-solve effectively outside your comfort zone or area of expertise
• Ability to handle ambiguity, juggle many matters and quickly shift from one situation or task to another
• Adept at working in a fast-paced, high-activity environment
• Team and service-oriented attitude that no task is too big or too small, with a roll-up-your-sleeves personal ownership mentality
• Ability to influence and drive improvement through collaboration with multiple support groups
• Industry qualifications such as Relativity Certified Administrator or Analytics certification(s) is a plus

Leadership Competencies:

Results Driven - Works tenaciously to achieve personal goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishe