Director, ETS Operations

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together. 

What’s unique about this role?

This Director, ETS Operations role shares responsibility for the oversight of Hosting, one of the four core functions of eDiscovery Technical Services (Intake, Processing, Hosting, and Production), along with the associated operations and staff for that function across all Lighthouse locations, as well as with our offshore vendors. Additionally, this Director contributes heavily to cross-departmental initiatives, integration, sheepherding change, process improvement, and talent development. 

What will this person do?

• Accountable for the overall success of the Hosting function through ownership of the department’s processes, procedures, plans, and performance
• Provide technical leadership to the department and drive innovative solutions
• Work within the team and across the organization to continuously assess current practices and identify opportunities for improvement. Work with clients and internal solutions teams to accommodate the flexibility necessary to meet the needs of our clients while balancing the need for standardized repeatable processes
• Identify and grow talent within Hosting. Setting the team up for continued growth and success
• Act as escalation point for Hosting Managers, team leaders, and internal customers. Address high-urgency concerns, complex requests, and other emerging challenges
• Create project plans to ensure the success of new workflows and process rollouts, charter new initiatives, and coordinate custom projects
• Develop and refine departmental SLAs to accurately measure volume, timeliness, quality, and capacity
• Partner with leaders across departments to work together on accomplishing common goals to drive success within the company
• Perform other related duties as assigned

Bring your passion and together we will shine.  It would also be great if you have the following:

• Significant leadership expertise and high EQ – as a leader of leaders and manager of managers, ability to effectively engage up and down the org chart with the right level of involvement, lead through change, and provide mentoring to help develop talent and influence culture
• Able to manage and hold accountable geographically dispersed teams within a dynamic and growing organization
• Strong knowledge of industry-specific applications and platforms such as Relativity, Brainspace, and other eDiscovery tools
• Change agent – able to understand that what is custom and challenging today needs to be standard and supported tomorrow
• Technical visionary who stays current on industry trends and drives innovation by creating a environment of ownership, accountability, and commitment to improvement. Leverage experience and knowledge to mentor, grow skillsets, and build expertise within the team
• Ability to work across departments, engaging with internal customers and stakeholders to deliver an optimal client experience. Break down barriers where they exist, build bridges where they don’t, and always keep a focus on delivering the highest level of service
• Commitment to quality – takes ownership of the overall quality of Hosting deliverables, ensuring that root-cause analysis of any errors leads to long-term solutions that bolster overall service quality
• Ability to swiftly pivot between strategic and tactical, in both planning and execution of work
• Customer service demeanor: approachable, respectful, confident, and polite while always maintaining a solution-based attitude
• Track record of consistent quality and high level efficiency
• Exceptional attention to detail
• Strong data analysis, troubleshooting, and problem solving skills.
• Effective verbal and written communication.
• Strong organization, reporting and time-management skills.
• Sense of urgency and ability to multitask