Senior Director of Fulfillment Operations at LegalZoom

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.