Associate Director, Service of Process Operations

Mass Digital Health; Waltham (MA); Hybrid; USD 95,000 - 169,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Paid Parental Leave

Tuition Assistance Plan

Vacation and Sick Time

Commuter Benefits

Job summary

Wolters Kluwer, a global leader in information services, seeks an Associate Director of Fulfillment Service of Process. You will lead senior operations for receipt, processing, documentation, and forwarding of legal documents across multiple jurisdictions, ensuring accuracy, security, and timely delivery within a high‑volume, compliance‑driven environment.

You’ll collaborate with the Director and other leaders to design workflows, manage capacity, and implement automation and AI-enabled

Qualifications

• Operational leadership across high-volume, time-sensitive operations.
• Deep understanding of Service of Process and compliance.
• Ability to set performance expectations and drive improvement.
• Knowledge of jurisdictional requirements and risk controls.
• Forecasting demand and optimizing staffing.
• Experience leading teams through workflow changes and tech implementations.

Responsibilities

• Lead day-to-day Service of Process fulfillment across jurisdictions with accuracy and security.
• Develop and coach operational managers and teams.
• Monitor performance metrics and address risks and customer impact.
• Translate strategic objectives into measurable team results.
• Ensure adherence to SOPs, SLAs, quality standards, and controls.
• Collaborate with cross-functional teams to optimize workflows and tech adoption.

Skills

Operational Leadership

Service of Process Expertise

Performance Management

Regulatory & Compliance Management

Workforce Management

Change Leadership

Education

Bachelor's degree in Business Administration / Operations Management

Job description

Wolters Kluwer, a global leader in information services, seeks an Associate Director of Fulfillment Service of Process. You will lead senior operations for receipt, processing, documentation, and forwarding of legal documents across multiple jurisdictions, ensuring accuracy, security, and timely delivery within a high‑volume, compliance‑driven environment.

You’ll collaborate with the Director and other leaders to design workflows, manage capacity, and implement automation and AI-enabled