Director of Operations

We are partnering with a downtown NYC law firm seeking a Director of Operations. The Director of Operations will be responsible for building, integrating, and operationalizing the firm’s expanding client acquisition function. The Director will have decision-making authority over day-to-day team management, workflow design, and process implementation. The ideal candidate has significant operational and people-management experience, including managing managers and leading complex organizational initiative from concept to implementation.

Responsibilities:

• Collaborate with the Chief Acquisition Officer to implement the firm’s client acquisition strategy and operational priorities.
• Provide senior-level oversight and management of three direct reports and their teams.
• Partner with the CAO on the continued integration of client onboarding.
• Lead the restructuring and modernization of the Courtesy Department, including staffing, workflows, segmentation, conversion strategies, and performance management.
• Drive the client acquisition components, including future-state workflows, Salesforce improvements, automation, lead management, and cross-department processes.
• Translate strategic initiatives into clear implementation plans with ownership, deadlines, and measurable outcomes.
• Improve workflows across lead intake, vetting, qualification, prospect management, client sign-up, outstanding kits, conversion, and onboarding.
• Establish and monitor KPIs, management reporting, and accountability across the organization.
• Evaluate staffing, capacity, training, and organizational needs as the department expands.
• Serve as the primary operational partner to Technology and Analytics on Salesforce/CRM work, coordinating as needed with Marketing, Outreach, Legal, and Operations on cross-functional initiatives.
• Identify operational challenges and bring solutions and recommendations.
• Take on day-to-day operational management of client acquisition.

Requirements:

• Experience working in a mass tort law firm
• Previous supervisory experience
• Experience overseeing operational or logistical processes related to client intake/acquisition/onboarding
• Strong analytical skills

Preferred Skills:

• Experience with Salesforce/CRM/case management systems

Compensation: $150,000-180,000

• Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.