Senior Director of Fulfillment Operations at LegalZoom

| Austin
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Description

 

Job Summary:

The Sr. Director of Fulfillment Opera5ons is an execu5ve within LegalZoom passionate about enabling great customer and employee experiences, responsible for leading and direc5ng the end-to-end processing and delivery of LegalZoom’s core product segment including SMB, Consumer and AIorney Assisted/Intellectual Property. Repor5ng to and in close collabora5on with the VP of Opera5ons, the individual will help craO and execute the strategic planning of staffing level requirements and a team of managers who have responsibility for ensuring delivery against company objec5ves and func5onal KPIs

for overall quality, compliance and produc5vity. Leadership / Supervisory Responsibilities:

  • Demonstrate strategic thinking, execu5on and coaching across func5onal and organiza5onal boundaries

  • Is responsible for managing and coaching a high bar on talent within their organiza5on ensuring teams have development plans, monthly reviews and encouraging a feedback culture

  • Coaches teams to make data-backed decisions

  • Role models change leadership by par5cipa5ng and aligning to key strategic and organiza5onal

    decisions

  • Communicates with absolute clarity whether wriIen or spoken. Able to escalate complex situa5ons

    while providing a clear POV across a wide set of stakeholders.

  • Able to influence execu5ves with well-constructed, data-backed insights and debate.

  • Has a bias for ac5on, organizing and aligning cross func5onal teams against important decisions

  • Acquires and retains top talent

  • Projects a posi5ve image of the organiza5on to employees, customers, industry, and community

  • Handles discipline and termina5on of employees as needed and in accordance with company policy

    Duties/Responsibilities:

  • Establishes, implements, and communicates the strategic direc5on of the organiza5ons fulfillment opera5ons division

  • Lead Fulfillment teams and partners located across mul5ple loca5ons and 5me zones responsible for the accurate and 5mely processing of LegalZoom’s core products and services

  • Balance priori5es and drive workstreams short and long term; execu5ng on immediate priori5es while maintaining a focus on the one-year plan and building capabili5es for the long term.

  • Drive and own func5onal goals, with accountability for departmental KPIs and metrics that balance customer, employee and business/shareholder outcomes

  • Uses data to uncover insights that drive ac5onable recommenda5ons and inform decisions across mul5ple stakeholders groups

  • Create clear work plans and roadmaps

  • Ensure budgets and schedules are in line with company plans and targets

  • Demonstrates clear decision-making ability, including communica5on of the underlying principles

  • Collaborates with leadership to develop and meet company goals while supplying exper5se and

    guidance on fulfillment opera5ons projects and systems

  • Iden5fies, recommends, and implements new processes, technologies, and systems to improve and

    op5mize organiza5onal effec5veness and efficiency

Rev. 11-23-2020

Sr. Director of Fulfillment Opera5ons

  • Ensures that departmental decisions and project plans such as those for staffing, development, organiza5on, material efficiency, pla`orm and business processes are in line with the organiza5ons business plan and vision

  • Establishes, communicates, and implements opera5ons-related policies, prac5ces, standards, and security measures to ensure effec5ve and consistent support and execu5on.

  • Presents periodic performance reports and metrics to leadership teams

  • Maintains knowledge of emerging technologies and trends in opera5ons management.

  • Leads teams through effec5ve change management exercises with clear and transparent

    explana5on of new direc5ves, policies, or procedures to managers; for major changes, meets with en5re opera5ons staff to explain changes, answer ques5ons, and maintain morale

  • Leads coordina5on and integra5on of efforts among opera5ons, engineering, product, and customer service divisions to improve workflow, opera5onal efficiency and customer outcomes

  • Performs other related du5es as assigned

    Required Skills/Abilities:

  • Thorough understanding of prac5ces, theories, technologies, and policies involved in opera5ons management, business and finance.

  • Superior verbal and wriIen communica5on and interpersonal skills.

  • Superior managerial and diplomacy skills.

  • Extremely proficient in MicrosoO Office Suite or related soOware.

  • Excellent organiza5onal skills and aIen5on to detail.

  • Excellent analy5cal, decision-making, and problem-solving skills.

    Education and Experience:

    • Master’s degree in Business Administra5on preferred.

    • Extensive and diversified background with at least 15 years of related experience.

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Location

9900 Spectrum Dr, Austin, TX 78717

What are LegalZoom Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Perks & Discounts
Company Outings

Additional Perks + Benefits

Benefits are an important part of your total rewards package here at LegalZoom. We offer a competitive and comprehensive benefits package with various choices for your and/or family members’ welfare needs. We provide these benefits not only to support you through important events in your life, but also to enhance your life outside work and help you prepare for the future.

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