The Director, Data Operations (DO) will be responsible for running and scaling the Data Operations team globally.  The Director will play a strategic role in continuing to develop an innovative and global approach to Data Operations while leveraging DISCO’s best in class product, all while keeping a “client first” mindset permeating throughout the team.

The right candidate will join the DISCO team and approach each day with a passion to help improve client outcomes by leveraging the best technology in the market. You will have a meaningful impact on the Professional Services team through your leadership of strategic initiatives to build out the services, quality, efficiency, and revenue generation of the global Data Operations organization. Our ideal candidate for this role brings in-depth knowledge of traditional ediscovery operations, experience leading strategic cross-functional initiatives, an passion for client service.   

Your Impact

Data Operations is at the forefront of technical services to facilitate the ingestion and manipulation of data in the DISCO platform.  You will have global leadership of the Data Operations organization with a focus on developing new technical services as the features in the DISCO suite of products changes and scaling the team to align with client demand.   You will help calibrate the team and associated services while continuing to scale the group and revenue growth, with a relentless drive for creating an exceptional client experience.

What You’ll Do

• Oversee, grow and nurture the development of the Data Operations team
• Provide oversight and leadership of the Data Operations team including the hiring, training, coaching and performance management of the group
• On a day-to-day basis, be the point of contact for any escalations related to Data Operations services including data processing, exception remediation, data loading, and custom technical work
• Monitor the team’s progress against revenue and utilization goals, while ensuring the team’s expenses are within the budget
• Research new technologies in ediscovery and provide recommendations to senior leadership regarding how those tools could be leveraged to expand the services provided by Data Operations
• Work in conjunction with the Product organization to continuously improve data related features and functionality in the DISCO platform
• Develop strategies, processes and frameworks for managing the input of requests, prioritization and urgency of tickets
• Constantly analyze workload, staffing models, ticket throughput, response times and resolution times to adjust the global Data Operations team’s allocation of resources to ensure a consistently high quality client experience 
• Provide leadership of internal development initiatives focused on driving efficiency, consistency, and quality for the Data Operations department
• Meet and beat the internal and client expectations for turnaround time and quality with a relentless focus on creating clients who are raving DISCO fans
• Develop team training materials, documentation, and standardized processes for Data Operations services, always looking for opportunities to drive efficiency and quality 
• Develop new services to be provided by the Data Operations team as the DISCO platform evolves with an eye toward growing revenue 
• Partner with the Sales team to pitch Data Operations services and staffing models to clients

Who You Are

• Operations leader with 15+ years of experience in ediscovery
• 3+ years of experience managing mid to large operations teams utilizing industry-leading ediscovery platforms like DISCO, Nuix, Venio or other proprietary platforms
• Proven success in managing budgets in excess of $1M+ annually per year
• Experience leveraging data and metrics to assess current operations and make analytical recommendations for improvement 
• Excellent communicator who is able to present complex technical details, articulate well verbally and in writing, and able to instill confidence in clients (internal and external)
• Consummate problem solver with a strategic mindset
• Natural people manager who develops team members and enables them to become more effective and take on more significant responsibilities
• Self-starter who is action oriented and possesses a strong sense of urgency

Even Better If You Have

• Experience building, managing and scaling a global ediscovery operations team
• Experience with digital forensics including knowledge of Cellebrite, FTK or other Forensics tools such as OpenText EnCase, GetData Forensic Explorer, Metaspike Forensic Email Collector, Foose Aid4Mail, Google Vault, Microsoft eDiscovery Portal, Magnet Forensics Axiom
• Experience working for a software company
• Software development experience