Director of Operations

Hybrid – NYC Metro. - This position is based in New York City. Occasional travel for meetings, trade shows, and business-related purposesOur client is a premier New York City-based legal support services firm providing process serving, court filings, skip tracing, investigations, and litigation support solutions to leading law firms, financial institutions, insurance carriers, and corporate legal departments throughout the tri-state area and nationally. Reporting to the owners and with offices in the New York Metro market, as well as, South Florida, they seek a Director of Operations to help streamline the overall business. (Operations, Sales, and all back office).The ideal candidate is a hands-on operational leader with experience managing fast-paced service teams, field personnel, logistics, and client deliverables within the legal services, litigation support, or professional services industry. This individual must thrive in a deadline-driven environment and possess the leadership skills necessary to optimize workflows, improve performance metrics, and support continued company growth.Key ResponsibilitiesLead all operational activities related to the company’s full suite of servicesDirect and manage a team of operations coordinators, dispatch personnel, process servers, vendors, and administrative staff across multiple jurisdictionsEstablish, implement, and continuously improve operational procedures, service standards, and workflow efficienciesMonitor assignment activity, service attempts, completion rates, turnaround times, and overall operational KPIs to ensure timely and accurate executionCoordinate dispatching, territory management, and workload allocation to maximize efficiency and service coverage throughout New York City and surrounding marketsEnsure strict compliance with all state and federal regulations governing process serving, legal document handling, affidavits of service, and court proceduresServe as a senior point of contact for key law firm and corporate clients, ensuring exceptional client service and proactive communicationOversee quality control processes, proof of service review, affidavit accuracy, and case management reportingPartner with executive leadership to support strategic growth initiatives, operational scaling, technology implementation, and process automationAnalyze operational data and reporting metrics to identify trends, inefficiencies, and opportunities for improvementAssist in recruiting, onboarding, training, scheduling, and performance management of operational and field teamsDevelop accountability measures and performance expectations to drive operational excellence across the organizationManage vendor relationships, operational expenses, and departmental budgets while maintaining high service standardsCollaborate cross-functionally with sales, client services, and executive leadership to support overall business objectivesQualificationsBachelor’s degree preferred7+ years of operations leadership experience within process serving, litigation support, legal services, logistics, or another high-volume service environmentStrong knowledge of New York City and New York State process serving regulations, court systems, and legal support operations preferredDemonstrated experience managing field-based teams, logistics operations, and service delivery in a fast-paced environmentProven leadership ability with experience building, mentoring, and managing high-performing operational teamsExceptional organizational, communication, and problem-solving skillsStrong client relationship management experience, particularly with law firms or professional services clientsPrioritize competing demands and manage time-sensitive workflows under pressureExperience utilizing operational software, dispatch systems, case management platforms, or CRM systemsProficiency in Microsoft Office Suite, reporting tools, and operational analyticsPreferred AttributesExecutive presence with strong leadership and decision-making abilitiesDetail-oriented with exceptional follow-through and accountabilitySolutions-oriented mindset with the ability to improve systems and processesClient-service driven with a proactive and responsive communication styleEntrepreneurial mentality to support operational growth and scalabilityAbility to lead by example in a demanding, deadline-driven environmentCompensation & BenefitsBase salary DOE ($150,000 - $225,000) plus performance-based bonus opportunityComprehensive health, dental, and vision benefitsPaid vacation, sick time, and company holidays