Director of Paralegal Services

Join Goodwin's Global Operations TeamGoodwin works with some of the world's most successful and innovative investors, entrepreneurs, and disruptors in the life sciences, private equity, real estate, technology, and financial industries. As part of the Global Operations Team, you'll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do. Here, we're not just supporting a law firm; we're partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we're proud to have been recognized as the "Best Business Team" by The American Lawyer. This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.Director, Paralegal Services, Legal Delivery and TalentThis role extends beyond traditional paralegal leadership focused on staffing, supervision, and administration. We are seeking a forward-looking legal services leader who will challenge conventional approaches and develop service models around the needs of our attorneys, practices, and clients.Effective paralegal service delivery requires different approaches across a complex law firm. Litigation and transactional practices, as well as individual practices within them, may require distinct models for specialization, staffing, workflow, technology, talent, and management. You will partner with practice leaders, partners, associates, and firm leadership to understand those needs and translate them into practical, scalable solutions.You will have end-to-end responsibility for the paralegal function, including service delivery strategy, operating model, talent, technology enablement, performance, and execution. Supported by paralegal managers and other delivery and operational roles, you will be accountable for delivering excellent service while advancing how the function supports attorneys, practices, and clients.What You Will Do:Design and Evolve Differentiated Service Delivery ModelsYou will lead the evolution of how paralegal services are delivered across Goodwin. Recognizing that a single operating model will not meet the needs of every practice, you will develop approaches that reflect differences in legal work, attorney expectations, demand patterns, expertise, and client needs. Your responsibilities include:Develop a deep understanding of how attorneys across practices use paralegal support, where their needs differ, and where opportunities exist to improve service, quality, efficiency, and valueDesign and evolve differentiated delivery models that reflect the needs of each practice, including specialization, team structure, staffing, workflow, technology, geography, talent, and managementDetermine where firmwide consistency and standardization create value and where practice specific approaches better serve attorneys and clientsPartner with practice leaders, partners, associates, and GO (Global Operations) Team leaders to translate attorney and client needs into practical, scalable service delivery modelsEstablish clear roles, handoffs, service expectations, quality standards, and accountability across delivery modelsChallenge legacy processes and organizational assumptions to identify better ways to organize, manage, and deliver workUse performance data, attorney feedback, and evolving practice needs to measure effectiveness and refine service delivery over timeOwn the Talent Development StrategyYou will ensure that the talent strategy for paralegal services supports the work the firm needs today while building the skills and capabilities required for the future.You will own the full talent lifecycle for the paralegal function and ensure the organization attracts, develops, and retains exceptional talent. This includes:Drive the talent development roadmap in collaboration with Human Resources through clear career paths, advancement opportunities, and skill development programsDefine the capabilities, skills, and expertise required to support different practices and service delivery modelsDevelop managers who actively coach, provide feedback, and manage performance effectivelyFoster a culture of continuous learning, engagement, inclusion, and professional growthEnsure team members understand expectations and receive consistent feedback, coaching, and supportDrive the Service Evolution RoadmapYou will define and execute the strategic roadmap for the paralegal function, balancing operational excellence, process improvement, and innovation. This includes:Prioritize and lead initiatives that improve service delivery, efficiency, quality, and scalabilityLeverage data, metrics, and stakeholder feedback to identify opportunities for improvement and inform decision-makingShape priorities based on firm strategy, business objectives, attorney feedback, and emerging trends in legal servicesLead the adoption of enabling technologies, including generative AI and workflow automation, where they create meaningful valueOperational Leadership and PerformanceYou will provide executive oversight of the day-to-day operation of the paralegal function and ensure services are delivered efficiently and consistently. Your responsibilities include:Establish and monitor key metrics for demand, capacity, utilization, quality, responsiveness, and attorney satisfaction.Use data to guide decisions on staffing, specialization, workflow, technology, and talent.Deploy resources effectively while accounting for practice and geographic needsSet clear expectations for managers and hold the leadership team accountable for service and performanceServe as the senior escalation point for significant staffing, performance, and service issuesEstablish and maintain appropriate quality standards and service expectationsOversee the case assistant team and evolve its services based on attorney and practice needsDevelop tools and guidance that help attorneys use paralegal resources effectivelyLead with Clarity and AccountabilityYou will lead a high-performing team responsible for executing the strategic and operational priorities of the paralegal function. Your responsibilities include:Build trusted relationships with partners, practice leaders, associates, paralegals, and GO Team leadersEngage attorneys in designing and improving services to reflect how practices workCommunicate changes, expectations, and their impact clearlyAnticipate and address barriers to adoptionEquip managers to reinforce new expectations and ways of workingDrive progress while recognizing the realities of a partnership environmentCreate feedback channels to identify issues and improve servicesWho You Are:You are a forward-looking legal services leader who is curious about how legal work gets done and looks for better ways to deliver it. You question traditional structures and role definitions and recognize that different practices may require different approaches.You combine strong operational and people leadership with the ability to rethink how services are designed and delivered. You bring:A service mindset that starts with the needs of attorneys, practices, and clients.The ability to design different approaches to staffing, specialization, workflow, technology, and talent based on practice needs.A track record of challenging established ways of working and turning new ideas into practical solutions.Strong knowledge of legal workflows and sound judgment about when work should be standardized, specialized, centralized, automated, or delivered differently.Curiosity about how technology, including AI and automation, can reshape legal work and service delivery.Strong analytical skills and the ability to use data and feedback to improve performance.Credibility with partners and practice leaders, including the ability to understand their needs, challenge assumptions, and build support for change.Strong people leadership skills, including developing managers, managing performance, and creating opportunities for paralegals to grow.The ability to move between strategy and execution and lead change through sustained adoption.Clear communication, sound judgment, and a willingness to test new approaches and learn from results.You are motivated by building better ways to deliver paralegal services and increasing the function's contribution to attorney effectiveness, client service, and the firm's success.QualificationsHold a bachelor's degree; advanced degree is a plus but not requiredBring significant progressive leadership experience in a large law firm setting, with preference for AmLaw 100 experienceDemonstrate experience transforming a legal function, including designing and implementing new operating modelsManage the full talent lifecycleMaintain strong familiarity with legal industry trends, legal technology, and the evolving role of non-attorney timekeepersBuild relationships and navigate complex stakeholder dynamics