Director of Strategic Operations, Litigation Support

Steno

3d • $150,000 - $190,000

About The Position

This role is responsible for partnering with the Litigation Support GM on the strategic operations agenda, helping set priorities, shape the roadmap, and inform high-stakes decisions. The position involves owning project work such as cross-functional coordination, go-to-market operations, and process design. A key aspect is identifying and addressing operational inefficiencies, driving solutions from diagnosis to implementation, and identifying opportunities to grow the business as it expands into new areas. The role also includes leading team transitions, organizational design, and process rollouts, managing the operating relationship with the delivery team, and setting quality standards. Additionally, the Director will own the department's reporting strategy for leadership, conduct research on strategic and operational questions, prepare board- and leadership-ready materials, and partner with product and technical teams on initiatives. The role also encompasses owning the department's hiring plan and developing deep knowledge of court filing and Service of Process rules to scale operations into new states. Collaboration on SOPs, training frameworks, and playbooks, as well as managing concurrent projects, are also key responsibilities.

Requirements

• 5+ years of experience in operations, strategy, or business operations roles, ideally within legal services, professional services, or a high-growth startup environment
• Proven track record of owning ambiguous, high-stakes projects from problem diagnosis through solution design and implementation, without waiting for direction
• Experience managing multiple concurrent, often unrelated initiatives at once, from process rollouts to jurisdictional expansion to leadership requests, without dropping the ball on any of them
• Hands-on experience building and maintaining SLA, productivity, error-rate, and reporting frameworks that leadership trusts and acts on
• Experience partnering with product and technical teams to define requirements, evaluate trade-offs, and project manage initiatives from research through execution
• Strong analytical and self-teaching aptitude, and can rapidly develop deep working knowledge in a new domain (like California court filing and Service of Process rules)
• Excellent executive communication skills, with a track record of preparing board- and leadership-ready materials that turn operational detail into a narrative that lands
• Experience coaching and partnering with people managers to close performance gaps through structure, process improvement, and direct feedback
• Track record of scaling operations, teams, or processes into new markets, jurisdictions, or service lines as a business grows
• Thrive with shifting scope, understanding that what you own in month three will look different by month twelve, by design

Responsibilities

• Partner closely with the Litigation Support GM on the strategic operations agenda, helping set priorities, shape the roadmap, and inform the department's highest-stakes decisions.
• Own the project work that keeps the business moving: cross-functional coordination, go-to-market operations, and process design.
• Identify operational inefficiencies and own the full cycle from diagnosis through solution design and implementation.
• Identify and execute opportunities that grow Litigation Support's GMV as the department expands into new jurisdictions, clients, and service lines.
• Plan and lead team transitions, org design, and process rollouts in partnership with senior Litigation Support leadership.
• Manage the operating relationship with the delivery team, including service levels and escalations.
• Set quality standards, monitor performance against them, and partner with managers to close gaps through coaching and process improvement.
• Own the department's reporting strategy for leadership and executive audiences, including SLA tracking, productivity metrics, error rates, case completion data, and other key health indicators.
• Conduct research on strategic and operational questions, and prepare board- and leadership-ready materials.
• Partner with product and technical teams to define requirements, evaluate trade-offs, and project manage initiatives from research through execution.
• Own the department's hiring plan, including recruiting, onboarding, and ramp strategy for new team members.
• Develop deep working knowledge of California court filing and Service of Process rules, and drive the project management, court research, and process design needed to scale operations into new states and jurisdictions.
• Collaborate on SOPs, training frameworks, and playbooks that let the team and client base scale.
• Surface and resolve blockers that require executive attention.
• Represent Litigation Support Operations in company-wide initiatives.
• Manage a portfolio of concurrent, often unrelated projects without losing momentum or quality on any of them.

Benefits

• Salary - $150,000 - $190,000; incentive bonus included
• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off
• Options of Equity
• Access to a company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed