Senior Director of Business Development Operations

The Lisinski Law Firm•Dublin, OH

About The Position

The Senior Director of Business Development Operations is responsible for designing, building, and scaling the operational infrastructure that enables Lisinski Law’s Business Development organization to perform consistently and effectively at scale. This role exists to transform a rapidly grown, high‑revenue sales organization into a standardized, disciplined, and highly accountable operating system across in‑office intake, virtual intake, phone sales, intake support, and retentions. As a near build‑from‑scratch leader, this role establishes the processes, governance, training, performance visibility, and quality assurance frameworks required to support sustained growth and expansion into new offices. Acting as the operational quarterback for Business Development, this individual drives outcomes through both direct authority and cross‑functional influence, partnering closely with shared services such as HR Learning & Development, Business Intelligence, and EPMO to ensure execution excellence regardless of reporting structure.

Requirements

Bachelor's degree required; MBA or advanced degree in business, operations, or related field preferred.
10-15 years leading manager and directors.
15+ years functional experience; multi-functional leadership experience; scaling expertise.

Responsibilities

Design and standardize Business Development operations by creating and implementing enterprise‑wide processes, playbooks, and standard operating procedures across all BD functions, including in‑office intake, virtual intake, phone sales, intake support, and retentions. Ensure consistent execution across all geographies and channels, eliminating performance variability driven by process inconsistency.
Establish and own the BD reporting and analytics framework, including dashboards, scorecards, and funnel metrics that provide real‑time visibility into performance from lead generation through close and retention. Partner with IT and Business Intelligence to consolidate reporting into a single, reliable source of truth, leveraging shared services through clearly defined KPIs and service-level agreements.
Build and oversee a centralized BD training capability in partnership with HR’s Learning & Development function. Own BD‑specific training standards, content, and performance outcomes while leveraging HR’s L&D infrastructure for instructional design, delivery, and program management. Ensure training resources operating under dotted‑line relationships are governed by SLAs and performance metrics.
Develop and manage a comprehensive quality assurance program that audits consultations, phone interactions, and retention engagements for compliance with scripts, ethical guidelines, and standards. Implement QA scorecards, feedback mechanisms, and coaching loops that directly inform performance management and continuous improvement.
Define and document clear role expectations and accountability frameworks for all roles, from frontline team members to managers. In partnership with HR organizational design resources, establish standardized role clarity to support consistent performance management and career progression.
Create and enforce structured performance management cadences across the organization, including regular reviews, standardized scorecards, and accountability mechanisms aligned to defined expectations at every level.
Partner with Compensation to design and optimize incentive plans, commission structures, and performance contests that reinforce desired sales behaviors and conversion outcomes. Own performance strategy and behavioral objectives while ensuring compensation plans align with firm‑wide philosophy, compliance requirements, and internal equity standards.
Serve as the operational partner to IT for the configuration, implementation, and adoption of core technology platforms, including CRM (Salesforce/Litify) and telephony (Amazon Connect). Translate operational requirements into system design decisions and drive adoption through process alignment, without serving as a technical system administrator.
Ensure cross‑functional alignment across the full client acquisition and retention lifecycle by partnering closely with the VP of Intake, Director of the Phone Team, Director of Customer Retention & Support, Chief Marketing Officer, and Chief Operating Officer. Drive shared accountability for conversion, client experience, and retention outcomes across leadership.
Act as a strategic advisor to leadership, providing data‑driven insights on performance, capacity planning, operational risks, and growth opportunities.
Build, lead, and develop the BD Operations function, including direct reports (BD Operations Managers and Specialists, Contracts team, Analyst, Project Manager) and dotted‑line resources from HR Learning & Development and other shared services as applicable. Establish clear SLAs, KPIs, and governance models to ensure accountability regardless of reporting line and develop career pathways within BD Operations.