Senior Director-Program Management

BAL•Richardson, TX

About The Position

We are seeking a Senior Director, Program Management, to serve as the strategic and operational leader for one of the firm’s largest and most complex client relationships. This individual will act as the primary program management and vendor operations point of contact, ensuring a seamless, high-quality client experience across all engagements. This role sits at the intersection of client service delivery, program governance, and operational excellence within a sophisticated legal-services environment. The Senior Director will bring a consulting-oriented approach—structuring ambiguity, aligning stakeholders, and translating operational complexity into clear strategies, actionable plans, and compelling executive narratives. The ideal candidate combines executive presence with operational depth—someone who can confidently engage senior client stakeholders, navigate the realities of a law firm delivery model, and drive disciplined execution across a multi-stakeholder, high-expectation environment.

Requirements

Bachelor’s degree in Business, Operations, or related field (or equivalent experience)
12–15+ years of experience in program management, consulting, client management, or operations leadership, preferably supporting complex clients
Experience working within or alongside legal services, law firms, or professional services environments
Proven ability to manage large, complex client relationships with multiple stakeholders and high expectations
Experience operating within or leading a PMO, VMO, or governance-driven function
Exceptional executive presence and communication skills, including experience influencing senior stakeholders
Strong analytical skills with the ability to translate data into insights and actions

Nice To Haves

Background in consulting or advisory environments (e.g., Deloitte, Accenture, etc.)
Experience supporting managed services, alternative legal services, or high-volume matter portfolios
Track record of building scalable operational frameworks in client-facing environments

Responsibilities

Serve as the primary strategic partner and program lead for assigned client(s), building trusted relationships across legal, operational, and business stakeholders
Develop a strong understanding of client business priorities, legal service needs, and operating models to proactively align firm resources and delivery
Represent the firm with confidence and credibility in executive-level client meetings, steering committees, and business reviews
Act as the primary escalation lead for complex client issues, ensuring clear ownership, timely resolution, and proactive communication
Partner with internal leadership (practice groups, operations, and business teams) to align client priorities with firm capabilities and capacity
Drive client engagement and adoption of firm processes, tools, and service delivery enhancements
Own and lead end-to-end program management and governance across the client relationship, particularly for high-volume or complex portfolios of work (e.g., matters, projects, or managed services)
Establish and operate a Vendor Management Office (VMO) / program governance framework, ensuring consistency, transparency, and accountability
Lead governance cadences (QBRs, executive business reviews, operational updates), delivering insight-driven, executive-ready outputs
Oversee workload management, intake coordination, prioritization, and resource alignment across internal teams and external partners
Ensure disciplined execution of program standards, including documentation, reporting, and escalation pathways
Lead root cause analysis (RCA) efforts on delivery issues, escalations, or service gaps, translating findings into sustainable improvements
Identify friction points in the end-to-end client service experience (from intake through delivery) and design scalable solutions
Improve key performance metrics, including client satisfaction (CSAT), turnaround times, and delivery quality
Build and refine processes that support scalable, repeatable legal service delivery in a high-demand environment
Proactively anticipate client needs and risks, shifting from reactive issue management to a forward-looking service model
Oversee development of program reporting, dashboards, and analytics to provide visibility into performance across matters, workload, and service delivery
Monitor and analyze client data to identify trends, risks, and opportunities for improvement or expansion
Translate complex data into clear, concise insights and compelling executive narratives
Create and deliver high-impact presentations and structured problem/solution frameworks for client and internal stakeholders
Ensure reporting is consistent, accurate, and aligned with both client expectations and firm standards
Partner with clients to understand evolving legal and operational needs, recommending practical, forward-looking solutions
Identify opportunities to enhance service delivery, improve efficiency, and deepen the overall client relationship
Translate insights into actionable strategies that drive productivity, profitability, and long-term partnership value
Support growth and retention through strong alignment of client needs, operational execution, and firm capabilities