Director of Operations

Crisp Recruit•St. Petersburg, FL

2d•Onsite

About The Position

As our Director of Operations, you will function as the operational executor of the firm owner’s vision. This role is responsible for translating strategy into operational systems, driving accountability across the team, improving processes, and ensuring the firm runs with discipline, efficiency, and a red-carpet client experience. This is not a traditional administrative office manager role. We are looking for a true operational leader who can step in, assess the firm’s operations, identify bottlenecks, build systems, and drive measurable improvements across the organization.

Requirements

7+ years of experience in operations management, business operations leadership, or a similar role in a law firm of at least 15 team members.
Experience working within legal case management systems such as PracticePanther or similar and Lead Docket or similar, with the ability to manage tasks, deadlines, and case information accurately.
Demonstrated ability to step into complex operational environments, assess challenges, build systems, and drive measurable operational improvements.
A true self-starter who approaches the role as a steward of the business — proactively identifying problems, proposing solutions, and executing without constant oversight.
Strong operational financial awareness with the ability to evaluate spending decisions, vendor relationships, and operational investments with the firm’s long-term interests in mind.
Comfortable holding team members accountable, enforcing operational standards, and maintaining professionalism while navigating complex team dynamics.
Ability to balance high-level operational strategy with day-to-day execution. You can design systems while also ensuring they are implemented effectively.
Clear, direct communication style with the ability to address issues constructively and maintain strong professional relationships across the team.
Calm, logical, and solutions-oriented. You approach problems with discipline and objectivity rather than emotion, focusing on practical solutions and measurable outcomes.

Responsibilities

Take ownership of the firm’s day-to-day operational performance. Assess existing workflows, identify operational gaps, and implement systems that improve efficiency, accountability, and consistency across the firm.
Oversee operational use of PracticePanther and other firm systems, ensuring workflows, case tracking, and reporting processes are implemented consistently across the team.
Establish operational processes that ensure accurate time tracking, case workflow management, and task accountability across the firm.
Lead implementation of new technologies, AI utilization, and operational tools that improve firm efficiency, case management, and client experience.
Evaluate the firm’s operational value chain — from intake through case completion — and design systems, workflows, and procedures that improve productivity, reduce friction, and ensure consistent service delivery.
Establish and manage role-based performance metrics across the firm. Maintain KPI dashboards, enforce accountability standards, and ensure team members are operating in alignment with firm expectations and performance benchmarks.
Ensure the firm consistently delivers a red-carpet client experience by implementing systems that support proactive communication, responsiveness, and measurable client satisfaction.
Serve as a steward of the firm’s financial resources by overseeing operational spending, evaluating vendors and service providers, monitoring operational costs, and ensuring firm resources are used responsibly.
Help build and maintain a culture rooted in accountability, professionalism, and ownership. Address internal issues proactively, reinforce firm operating standards, and ensure the team operates with mutual respect and discipline.
Evaluate and improve internal operational tools, including intake platforms such as Lead Docket, and assess potential improvements or replacements that better support the firm’s growth and client intake process.
Develop and implement foundational operational systems including onboarding programs, workflow documentation, task management systems, and operational reporting structures.
Act as a strategic operational partner to the firm owner by implementing initiatives, solving operational challenges, and ensuring the firm’s vision is translated into consistent execution across the organization.