Director of IP Client Service

Cooley LLP•Washington, DC

22h•Hybrid

About The Position

Cooley is seeking a Director of IP Client Service to join Cooley's IP Team. About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley’s success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a ‘one-firm’ culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do. Hybrid Schedule Philosophy: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office. Your supervisor will share more details about the hybrid schedule expectation for this role. Position summary: The Director of IP Client Service is responsible for the management of client-facing specialist teams and providing leadership and direction to strategically manage internal/external client service at an operational level with focus on efficiency, process improvement, risk management, quality control, workflow, or other processes impacting client service.

Requirements

After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
Ability to work extended and/or weekend hours, as required
Ability to travel, as required
Bachelor's Degree or creditable experience
Minimum 10 years’ directly applicable IP experience with 5+ years’ experience at a senior manager level with a professional services firm, preferably a law firm
Proven experience managing, developing and mentoring managers and teams across functional areas of responsibility
Project management experience
Proven ability to identify and analyze complex issues and problems in management areas, and recommend and implement effective solutions

Nice To Haves

Experience in a professional services or law firm environment, with proven ability to coach and motivate
Experience researching IP status and history in PTO databases, including USPTO systems (PatentCenter, TSDR), WIPO Patentscope and Madrid Monitor, the EPO Patent Register, and EUIPO eSearch, as well as public databases in other jurisdictions
Possess working knowledge and keep abreast of rules according to USPTO procedures, 37 C.F.R., the Manual of Patent Examining Procedure (MPEP) rules, and the Trademark Manual of Examining Procedure (TMEP)

Responsibilities

Balance and evolve service strategy with a focus on team performance that enable excellence in client service and operational efficiency
Proactively engage with practitioners to ensure that client service is effective and efficient
Evaluate processes and procedures, orchestrating improvements to client service
Collaborate with direct report managers and supervisors to proactively identify issues, compliance, risks, and team priorities and propose appropriate courses of action
Work collaboratively with direct report managers and supervisors to conduct quality control reviews of client facing specialist team members to ensure accuracy, consistency and adherence to the rules of 37 C.F.R., Best Practices and other procedural guidelines
Ensure direct report team needs are correctly prioritized in order to focus on effective allocation of resources, to deliver measurable and significant value
Develop matrices to measure, evaluate and report on the effectiveness of the client service teams
Establish accountability processes to ensure efficiency and accuracy of services provided
Effectively delegate tasks across the direct report manager and supervisor teams
Identify and eliminate root cause barriers to accuracy, productivity, and quality
Ensure team members are developing the skills and knowledge to carry out their role effectively
Identify skill gaps and implement necessary training to ensure performance standards are met
Coach and develop direct report managers and supervisors to achieve client service and operational quality, consistency and high-level customer service
Assess internal training and professional development effectiveness to ensure performance outcomes are achieved within budget and department objectives
Ensure department employee training is consistent with the requirements and standards of IP Employee Learning and Development programs
Ensure accurate and timely entry of billable, non-billable time and fixed fees
Manage realization rate of collection for billed services to identify challenges early and make adjustments to maintain profitability. Recommend changes to improve fixed fee and hourly billing practices and rates
Collaborate with the Director of IP Operations to assist with the development or enhancement of systems and processes to provide the most effective and efficient service to clients ensuring internal processes align with other internal team processes, where applicable
Develop and coordinate methods to ensure implementation of BPC policies and directives, collaborating with the Patent Leadership Committee, practice group Resource Attorneys, the Director of IP Operations, and IP Services management
Work closely with firm wide support departments, technical colleagues and other subject matter experts to streamline department processes
Analyze and recommend staffing strategies to adjust for volume and growth
Collaborate with senior practitioners to manage and oversee client support team reassignments for complex clients to ensure seamless handoff
Serve as escalation point for critical client issues and work closely with senior practitioners, IP Services management team and other departments to ensure appropriate management and issue resolution
Proactively solve complex client service issues to improve service levels
Customize workflows based on client portfolio and practitioner expectations
Serve as local office IP Services management resource to ensure group-wide services are effective
Proactively engage with practitioners and business professionals, developing working relationships to be an effective gateway to all services of the IP Services department
Assist with troubleshooting issues and work closely with IP Services management team to provide responsive and efficient people or systems support to meet practitioner and client needs
Work effectively and collaboratively as a team leader and member
Work within the guidelines of established IP principles and practices
Interpret, clearly communicate and effectively enforce policies and procedures
Maintain high standards for internal/external client service and quality control
Inspire and lead in a way that gets the best contribution from a wide range of team members
Prepare and deliver oral and written communications that are concise, convey tenacity, enthusiasm and innovative thinking
Perform as a strategic partner to nurture new ideas and concepts. Identify, lead and manage innovative approaches to business challenges and work with the Patent Leadership Committee, IP Management, BPC and other departments to evolve operations and system processes that increase efficiency and mitigate risk
Moderate and facilitate meetings comprised of IP partners, associates, practice group professionals and other IP Services business professionals; set and manage realistic expectations for project deliverables; put ideas into a practical context and coordinate efforts of multi-disciplinary teams to meet project deliverables
Continuously review productivity and efficiency of employees; coordinate with HR to recommend educational opportunities to provide training that will enhance employee performance
Provide day-to-day supervision of direct reports, ensure compliance with assigned work hours and monitor for compliance with all firm and department policies. Review and process time logs as needed (pertains to non-exempt direct reports)
Participate in hiring, performance appraisals, counseling, terminations and other employee lifecycle events in conjunction with HR, IP Senior Staffing & Employee Resource Manager and direct manager
Keep Director of IP Services apprised of all business professional and management performance problems (managed day-to-day by the HR Business Partner, IP Senior Staffing & Employee Resource Manager, and direct manager)
Work closely with HR, Director of IP Services and IP Senior Staffing & Employee Resource Manager, and direct reports to ensure all performance concerns are properly documented and addressed. In coordination with HR, prepare and maintain detailed and timely performance counseling notes
Immediately report all risk management-related concerns following proscribed risk reporting process detailed in both the Patent Policies & Procedures and TCA Manuals
Independently manage and work collaboratively on special projects
Provide backup to IP Services management team members, as required
All other duties as assigned or required