Director of Legal Operations & AI-Driven Service Delivery

Lumen; Frankfort (KY); Sur place; USD 149 000 - 199 000; Plein temps

Avantages offerts par ce poste

Health benefits

Life insurance

Voluntary lifestyle benefits

Résumé du poste

Lumen seeks a Director of Legal Operations to shape a scalable legal support function across Legal & Public Policy. You will design intake, triage, assignment, and escalation processes, lead a team of legal support professionals, and drive continuous improvement with AI and technology.

You will partner with leadership to optimize service delivery, manage workloads, and ensure confidentiality and proper escalation to counsel while building resilience and cross-training across the team.

Qualifications

• Experience leading legal operations, service delivery, or a comparable function.
• Experience scaling or transforming service-oriented teams and processes.
• Strong understanding of corporate legal support functions and tech.
• Experience managing workloads, commitments, and performance in complex environments.
• Proven success working with senior stakeholders in a matrixed org.

Responsabilités

• Lead the Legal Operations function and oversee day-to-day service delivery across Legal & Public Policy.
• Own end-to-end support model: intake, triage, assignment, escalation, performance management.
• Ensure work routes via defined service standards and governance criteria.
• Balance workload and capacity; address demand fluctuations and backlogs.
• Develop cross-training and succession plans to reduce single points of failure.
• Lead, coach and develop team members with accountability and collaboration.
• Define and maintain service offerings, workflows, procedures, and governance standards.
• Establish controls for confidential, privileged, and higher-risk matters; escalate to counsel.
• Develop and report on KPIs: service levels, turnaround times, quality, capacity, satisfaction.
• Partner with legal leaders to improve delivery and AI adoption of operations solutions.
• Identify and implement process improvements to enhance efficiency and client experience.
• Champion AI and legal technology to improve scalability and productivity.

Connaissances

Operational leadership

Project management

Process improvement

Workflow design

Analytical thinking

Familiar with legal tech

Confidentiality & escalation

Change management

Formation

Bachelor's degree in Business or Legal Studies

Paralegal or legal operations certification preferred

Outils

Legal tech platforms

Description du poste

Lumen seeks a Director of Legal Operations to shape a scalable legal support function across Legal & Public Policy. You will design intake, triage, assignment, and escalation processes, lead a team of legal support professionals, and drive continuous improvement with AI and technology.

You will partner with leadership to optimize service delivery, manage workloads, and ensure confidentiality and proper escalation to counsel while building resilience and cross-training across the team.