Director of Provider Operations

Director of Provider Operations, Operations (Remote)

Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity

Steno is growing! We’re looking for a Director of Provider Operations to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

In this role, you will be responsible for leading the strategy and fulfillment of Steno’s providers. You will manage the teams that, on the daily, are recruiting, negotiating with, onboarding, and scheduling our providers - namely court reporters and interpreters.  

Who are you?

We’re looking for a leader who is ready to have an impact and be a key player in the delivery of client services. This role requires analytical horsepower, a love for process optimization, ability to define strategy, a mind for details and the interplay of systems, people management experience, and court reporting knowledge, all wrapped up in one.  

If you’re looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we’d love to have you too. 

On a regular basis you will: 

• Supervise a high-performing team of remote employees across several time zones responsible for the daily operations of providers on Steno’s jobs

• Ensure high levels of service delivery to Steno’s clients, measured by job coverage, professionalism/quality of providers, and timeliness of providers

• Monitor and forecast demand of jobs and the sales forecast across regions against the supply of providers 

• Develop and lead recruitment strategies of new providers

• Proactively develop effective business relationships with individual providers, vendors, advisors, and key decision makers to meet or exceed Steno’s financial goals

• Stay current with industry trends and best practices in court reporting and make recommendations for improvements to Steno’s processes and strategies

• Manage performance, foster development, and provide mentoring to employees

• Understand stakeholder needs and convert them into actionable business requirements for new or existing tools and processes to increase productivity, both for internal employees as well as external providers

• Coordinate closely with Product, Analytics and other cross-functional partners to prioritize and track status of projects, tasks, and timelines for deliverables 

• Build and maintain knowledge of critical internal systems and related workflows

• Review and model financial data to effectuate margin-increasing projects

You’re gonna crush it if:

• You have industry experience with court reporter rates and invoicing practices

• You have knowledge of court reporting practices in various states and know how to leverage internal and external resources for additional support when needed

• You love reports, models, spreadsheets - see the theme? - and you can build them yourself or can articulate your data needs to the Analytics Team

• You are not afraid to dive into the nuts and bolts of detailed processes, but are still able to see the forest for the trees 

• You love a good brainstorming conversation with the Product team and are able to operationalize solutions

• Streamlining a process brings you joy

• Empathizing with and creating long-term relationships with our providers is important to you, yet making difficult decisions does not scare you

• You have a track record of breaking down complex processes, identifying key pain points, and delivering business improvements at scale

Compensation & Benefits