Director of Paralegal Services

Goodwin; Washington (District of Columbia); On-site; USD 180,000 - 260,000; Full time

Job summary

Goodwin's Global Operations Team is seeking a Director, Paralegal Services, Legal Delivery and Talent to lead how paralegal services are designed, delivered, and managed across the firm. You will partner with practice leaders to create differentiated delivery models, own the talent lifecycle, and drive a service evolution roadmap while leveraging data and enabling technologies.

This role emphasizes executive leadership, cross-functional collaboration, and relentless focus on quality, efficiency,

Responsibilities

• Design and evolve differentiated paralegal delivery models across practices.
• Own the talent development roadmap and define capabilities for different practices.
• Develop managers who coach, provide feedback, and manage performance.
• Foster a culture of continuous learning, engagement, inclusion and professional growth.
• Define and execute the procedural roadmap balancing operational excellence, process improvement and innovation.
• Lead the adoption of enabling technologies, including generative AI and workflow automation.
• Provide executive oversight of day-to-day operation and set metrics for performance and satisfaction.
• Use data to guide staffing, specialization, workflow, technology and talent decisions.
• Oversee the case assistant team and evolve its services based on attorney and practice needs.
• Develop tools and guidance that help attorneys use paralegal resources effectively.

Job description

Join Goodwin's Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world's most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team - all business professionals at the firm, you'll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.
Here, we're not just supporting a law firm; we're partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we're proud to have been recognised as the "Best Business Team" by The American Lawyer.
This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

As Director, Paralegal Services, Legal Delivery and Talent, you will lead the continued evolution of how paralegal services are designed, delivered, and managed across Goodwin.

This role extends beyond traditional paralegal leadership focused on staffing, supervision, and administration. We are seeking a forward-looking legal services leader who will challenge conventional approaches and develop service models around the needs of our attorneys, practices, and clients.

Effective paralegal service delivery requires different approaches across a complex law firm. Litigation and transactional practices, as well as individual practices within them, may require distinct models for specialization, staffing, workflow, technology, talent, and management. You will partner with practice leaders, partners, associates, and firm leadership to understand those needs and translate them into practical, scalable solutions.

You will have end-to-end responsibility for the paralegal function, including service delivery strategy, operating model, talent, technology enablement, performance, and execution. Supported by paralegal managers and other delivery and operational roles, you will be accountable for delivering excellent service while advancing how the function supports attorneys, practices, and clients.

What You Will Do:

Design and Evolve Differentiated Service Delivery Models

You will lead the evolution of how paralegal services are delivered across Goodwin. Recognizing that a single operating model will not meet the needs of every practice, you will develop approaches that reflect differences in legal work, attorney expectations, demand patterns, expertise, and client needs. Your responsibilities include:

• Develop a deep understanding of how attorneys across practices use paralegal support, where their needs differ, and where opportunities exist to improve service, quality, efficiency, and value

• Design and evolve differentiated delivery models that reflect the needs of each practice, including specialization, team structure, staffing, workflow, technology, geography, talent, and management

• Determine where firmwide consistency and standardization create value and where practice specific approaches better serve attorneys and clients

• Partner with practice leaders, partners, associates, and GO (Global Operations) Team leaders to translate attorney and client needs into practical, scalable service delivery models

• Establish clear roles, handoffs, service expectations, quality standards, and accountability across delivery models

• Challenge legacy processes and organizational assumptions to identify better ways to organize, manage, and deliver work

• Use performance data, attorney feedback, and evolving practice needs to measure effectiveness and refine service delivery over time

Own the Talent Development Strategy

You will ensure that the talent strategy for paralegal services supports the work the firm needs today while building the skills and capabilities required for the future.

You will own the full talent lifecycle for the paralegal function and ensure the organization attracts, develops, and retains exceptional talent. This includes:

• Drive the talent development roadmap in collaboration with Human Resources through clear career paths, advancement opportunities, and skill development programs

• Define the capabilities, skills, and expertise required to support different practices and service delivery models

• Develop managers who actively coach, provide feedback, and manage performance effectively

• Foster a culture of continuous learning, engagement, inclusion, and professional growth

• Ensure team members understand expectations and receive consistent feedback, coaching, and support

Drive the Service Evolution Roadmap

You will define and execute the strategic roadmap for the paralegal function, balancing operational excellence, process improvement, and innovation. This includes:

• Prioritize and lead initiatives that improve service delivery, efficiency, quality, and scalability

• Leverage data, metrics, and stakeholder feedback to identify opportunities for improvement and inform decision-making

• Shape priorities based on firm strategy, business objectives, attorney feedback, and emerging trends in legal services

• Lead the adoption of enabling technologies, including generative AI and workflow automation, where they create meaningful value

Operational Leadership and Performance

You will provide executive oversight of the day-to-day operation of the paralegal function and ensure services are delivered efficiently and consistently. Your responsibilities include:

• Establish and monitor key metrics for demand, capacity, utilization, quality, responsiveness, and attorney satisfaction.

• Use data to guide decisions on staffing, specialization, workflow, technology, and talent.

• Deploy resources effectively while accounting for practice and geographic needs

• Set clear expectations for managers and hold the leadership team accountable for service and performance

• Serve as the senior escalation point for significant staffing, performance, and service issues

• Establish and maintain appropriate quality standards and service expectations

• Oversee the case assistant team and evolve its services based on attorney and practice needs

• Develop tools and guidance that help attorneys use paralegal resources effectively

Lead with Clarity and Accountability

You will lead a high-performing team responsible for executing the strategic and operational priorities of the paralegal function. Your responsibilities include:

• Build trusted relationships with partners, practice leaders, associates, paralegals, and GO Team leaders