Director, ETS Operations

Lighthouse Document Technologies Inc

9d•Onsite

About The Position

The Director of ETS Operations – Processing is accountable for the overall success of the data processing function across our global service delivery teams. This senior leader ensures efficient, high-quality eDiscovery processing operations at scale, driving continuous improvement and innovation in workflows while maintaining operational excellence. The role emphasizes leadership through change and collaboration, including heavy engagement with adjacent teams and both proprietary and third party tools, including Nuix, Relativity – Server, and RelativityOne to deliver seamless end-to-end eDiscovery solutions. The Director will also cultivate and maintain a high-performing team culture and guide the Processing organization through growth, increasing complexity, and technology transitions.

Requirements

10+ years of experience in eDiscovery or a related legal technology field, with deep hands-on knowledge of processing workflows and tools (e.g. Nuix, Relativity/RelativityOne).
Proven ability to leverage modern eDiscovery platforms and stay current with industry trends.
Strong track record in driving process improvements and organizational change.
Able to design and enforce effective procedures, then pivot and adapt when conditions require.
Skilled in data-driven decision-making and problem-solving under pressure – able to handle volatile workloads and custom client requests without compromising quality.
Excellent communication and stakeholder management skills.
Adept at working across departments and bridging gaps between technical operations and client-facing teams to ensure an optimal end-client experience.
Builds trust and consensus among diverse groups, and maintains a client-service mindset.
Forward-looking mindset with the ability to balance strategic planning and tactical execution.
A change agent who embraces continuous improvement and encourages innovative thinking.
Committed to upholding the highest standards of quality and integrity in service delivery, with a “can-do” approach to overcoming challenges.

Responsibilities

Provide strategic and hands-on oversight of the Processing function across all locations and vendor partnerships, ensuring processes, policies, and performance meet business objectives.
Assume full accountability for department results, including throughput, quality, and service consistency.
Lead continuous improvement initiatives to refine workflows, increase efficiency, and implement best practices.
Standardize processes and develop repeatable SOPs, while remaining flexible in accommodating unique client or matter requirements.
Champion innovative solutions and adoption of new tools/technologies to enhance processing capabilities.
Develop the organization’s proficiency in RelativityOne and guide the transition from legacy systems or processes to modern platforms.
Act as the senior escalation point for high-urgency or complex processing issues.
Steer the resolution of processing exceptions, client-critical incidents, and novel technical challenges, coordinating cross-functionally as needed to meet tight deadlines and client expectations.
Maintain robust contingency plans and project plans for special workflows, remediation efforts, and custom projects.
Partner closely with leaders in Intake, Hosting, Production, Client Services, Solutions/Innovation, and other groups to ensure end-to-end eDiscovery workflow integration.
Break down silos and foster effective communication so that hand-offs between teams are smooth and client service remains high.
Work jointly on cross-functional initiatives and drive critical change programs that benefit the broader organization.
Develop and refine department KPIs and SLAs (e.g. volume throughput, turnaround times, quality rates, capacity forecasts) to monitor performance and predict resource needs.
Utilize data analysis to identify trends or bottlenecks and guide decision-making on staffing or process adjustments.
Ensure the Processing team can scale effectively to handle surges in data volume or unexpected demand spikes while maintaining quality.
Lead, mentor, and empower a distributed team of Processing Managers and technical specialists.
Grow leadership talent and technical expertise within the group through coaching, training, and clear goal-setting.
Instill a culture of accountability, continuous learning, and adaptability.
Set the vision and inspire the team to embrace change – acknowledging that what is challenging today should become standard tomorrow through collective effort and innovation.
Ensure high engagement, effective resource allocation across a 24×7 operation, and recognition of achievements.