Director of Litigation Support

Director of Litigation Support (Remote)

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

Steno is growing! We're looking for a Director of Litigation Support to join our winning team and drive the nationwide innovation, operations and growth of a critical business unit. In this role, you will lead our Filing and Service of Process business and scale 3x over the next year, while bringing legal industry expertise and operational excellence to support our incredible clients and rapid growth.

Who are you?

You are a strategic operations leader ideally with a background in building and scaling legal support teams within the filing and service of process industry. You feel comfortable establishing, communicating, and implementing modern operational strategies that drive 3x growth while maintaining quality and delighting our clients. You couple your industry expertise with a focus on scaling operations, utilizing methods such as workflow automation, technology integration, and scalable labor models to enable effective growth. You're a people leader who excels at managing managers, breaking down division goals into departmental objectives, and executing relentlessly against them while still being willing to be in the trenches side by side with the team.

On a regular basis you will 

Leadership & Team Development

• Partner with operations managers to lead, mentor, and coach teams of filing specialists, service of process coordinators, and team leads
• Maintain a focus on how the Filing & SOP team's KPIs contribute to Steno's overall Objectives & Key Results (OKR) strategy, motivating the team to deliver timely and high-quality service for our clients
• Foster a culture of collaboration, accountability, and continuous improvement within the operations team
• Own and analyze operational analytics, identify and drive the team toward achieving role and company-related business goals

Department Planning & Coordination

• Lead departmental programs, supporting transformation and strategic priorities, designed to improve client experience and drive operational efficiency
• Facilitate cross-departmental collaboration, managing stakeholder relationships to drive consensus and outcomes
• Serve as the operational liaison between customer success and product/engineering, translating operational pain points into product requirements and feature requests

Operations Design & Improvements

• Define and improve processes and workflows by identifying bottlenecks and creating scalable, data-backed solutions
• Manage pilot programs for new service offerings, operational models, or technology implementations, establishing success criteria and measurement frameworks
• Lead change management initiatives for operational transformations, including stakeholder communication, training development, and adoption tracking
• Maintain high-quality templates, best practices, and documentation of programs and processes within our knowledge base

Data & Analytics

• Develop and monitor KPIs to evaluate the success of strategic initiatives and operational processes
• Analyze client health and program performance metrics to make actionable recommendations that improve operational efficiency and client experience
• Provide team-level and individual-level dashboards to drive the desired habits and results
  
  

You’re gonna crush it if

• You have an unrelenting drive to create positive and seamless outcomes for our clients
• You have 7+ years of leadership experience in legal tech, consulting, or project/program management at a high-growth company, including experience building and scaling nationwide teams in filing and service of process operations
• You lead a team of individuals who often deal with sensitive information, you know how to create meaningful processes, and you lead by example in processing and handling that type of information
• You have managed managers before and successfully guided them to bring out the best in their teams
• You have a demonstrated understanding of process design, project management, and workflow optimization
• You thrive in a fast-paced, dynamic startup environment and adapt to changing priorities
• You have relevant experience with the legal industry and understand court filing r