Director, Legal Operations & AI-Enabled Delivery

Lumen; Annapolis (MD); On-site; USD 164,000 - 219,000; Full time

Job summary

Lumen is seeking a Director of Legal Operations to shape and lead a scalable, AI-enabled legal support function across Legal & Public Policy. You will design intake, triage, assignment, escalation, and performance management, while expanding automation and technology to support counsel and business partners.

You will lead a team of legal support professionals, drive continuous improvement, partner with senior leaders, and ensure efficient delivery of services in a fast-moving, compliant

Qualifications

• Experience leading legal operations or legal service delivery.
• Experience scaling service-oriented teams and processes.
• Understanding of contracts, matter management, records management, and e‑discovery.
• Experience managing workloads and performance in a complex environment.
• Proven ability to work with senior stakeholders in a matrixed organization.

Responsibilities

• Lead the Legal Operations function and oversee day‑to‑day service delivery across Legal & Public Policy.
• Own the end‑to‑end support model, including intake, triage, assignment, escalation, and performance management.
• Ensure work is routed consistently and efficiently using defined service standards and governance criteria.
• Balance team workload and capacity, addressing demand fluctuations, backlogs, and coverage needs.
• Develop cross‑training and succession plans to reduce single points of failure and strengthen team resilience.
• Lead, coach, and develop team members while fostering a culture of accountability, collaboration, and continuous improvement.
• Define and maintain service offerings, workflows, procedures, and governance standards.
• Establish controls for confidential, privileged, and higher‑risk matters, including appropriate escalation to counsel.
• Develop and report on key performance metrics, including service levels, turnaround times, quality, capacity, and stakeholder satisfaction.
• Partner with legal leaders and stakeholders to improve service delivery and drive adoption of legal operations solutions.
• Identify and implement process improvements that enhance efficiency, consistency, and the client experience.
• Champion the use of AI and legal technology to improve scalability, productivity, and operational effectiveness.

Skills

Operational leadership

Project management

Process improvement

Legal technology

Confidentiality & privilege judgment

Executive stakeholder communication

Education

Bachelor's degree or equivalent

Paralegal or legal operations certification preferred

Tools

Legal tech solutions

Job description

Lumen is seeking a Director of Legal Operations to shape and lead a scalable, AI-enabled legal support function across Legal & Public Policy. You will design intake, triage, assignment, escalation, and performance management, while expanding automation and technology to support counsel and business partners.

You will lead a team of legal support professionals, drive continuous improvement, partner with senior leaders, and ensure efficient delivery of services in a fast-moving, compliant