Senior Director - Program Management

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

Position Overview

We are seeking a Senior Director, Program Management, to serve as the strategic and operational leader for one of the firm’s largest and most complex client relationships. This individual will act as the primary program management and vendor operations point of contact, ensuring a seamless, high-quality client experience across all engagements.

This role sits at the intersection of client service delivery, program governance, and operational excellence within a sophisticated legal-services environment. The Senior Director will bring a consulting-oriented approach—structuring ambiguity, aligning stakeholders, and translating operational complexity into clear strategies, actionable plans, and compelling executive narratives.

The ideal candidate combines executive presence with operational depth —someone who can confidently engage senior client stakeholders, navigate the realities of a law firm delivery model, and drive disciplined execution across a multi-stakeholder, high-expectation environment.

Key Responsibilities

Client & Relationship Leadership

• Serve as the primary strategic partner and program lead for assigned client(s), building trusted relationships across legal, operational, and business stakeholders
• Develop a strong understanding of client business priorities, legal service needs, and operating models to proactively align firm resources and delivery
• Represent the firm with confidence and credibility in executive-level client meetings, steering committees, and business reviews
• Act as the primary escalation lead for complex client issues, ensuring clear ownership, timely resolution, and proactive communication
• Partner with internal leadership (practice groups, operations, and business teams) to align client priorities with firm capabilities and capacity
• Drive client engagement and adoption of firm processes, tools, and service delivery enhancements

Program Management, Governance & VMO Leadership

• Own and lead end-to-end program management and governance across the client relationship, particularly for high-volume or complex portfolios of work (e.g., matters, projects, or managed services)
• Establish and operate a Vendor Management Office (VMO) / program governance framework, ensuring consistency, transparency, and accountability
• Lead governance cadences (QBRs, executive business reviews, operational updates), delivering insight-driven, executive-ready outputs
• Oversee workload management, intake coordination, prioritization, and resource alignment across internal teams and external partners
• Ensure disciplined execution of program standards, including documentation, reporting, and escalation pathways

Operational Excellence & Continuous Improvement

• Lead root cause analysis (RCA) efforts on delivery issues, escalations, or service gaps, translating findings into sustainable improvements
• Identify friction points in the end-to-end client service experience (from intake through delivery) and design scalable solutions
• Improve key performance metrics, including client satisfaction (CSAT), turnaround times, and delivery quality
• Build and refine processes that support scalable, repeatable legal service delivery in a high-demand environment
• Proactively anticipate client needs and risks, shifting from reactive issue management to a forward-looking service model

Reporting, Analytics & Executive Storytelling

• Oversee development of program reporting, dashboards, and analytics to provide visibility into performance across matters, workload, and service delivery
• Monitor and analyze client data to identify trends, risks, and opportunities for improvement or expansion
• Translate complex data into clear, concise insights and compelling executive narratives
• Create and deliver high-impact presentations and structured problem/solution frameworks for client and internal stakeholders
• Ensure reporting is consistent, accurate, and aligned with both client expectations and firm standards

Strategic Growth & Value Creation

• Partner with clients to understand evolving legal and operational needs, recommending practical, forward-looking solutions
• Identify opportunities to enhance service delivery, improve efficiency, and deepen the overall client relationship
• Translate insights into actionable strategies that drive productivity, profitability, and long-term partnership value
• Support growth and retention through strong alignment of client needs, operational execution, and firm capabilities

What Success Looks Like

• Strong, trusted client relationships with alignment across legal, operational, and executive stakeholders
• Consistent, high-quality governance and communication across all levels of the client organization
• Proactive and effective management of escalations, issues, and service delivery risks
• Clear, insightful reporting and polished executive storytelling that drives decision-making
• Measurable improvements in operational performance, efficiency, and client satisfaction
• A well-structured, scalable program model that simplifies complexity and supports growth

Qualifications

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience)
• 12–15+ years of experience in program management, consulting, client management, or operations leadership, preferably supporting complex clients
• Experience working within or alongside legal services, law firms, or professional services environments
• Proven ability to manage large, complex client relationships with multiple stakeholders and high expectations
• Experience operating within or leading a PMO, VMO, or governance-driven function
• Exceptional executive presence and communication skills, including experience influencing senior stakeholders
• Strong analytical skills with the ability to translate data into insights and actions

Preferred Experience

• Background in consulting or advisory environments (e.g., Deloitte, Accenture, etc.)
• Experience supporting managed services, alternative legal services, or high-volume matter portfolios
• Track record of building scalable operational frameworks in client-facing environments

Core Competencies

• Executive communication & storytelling
• Structured problem solving and consulting mindset
• Stakeholder management and influence
• Operational rigor and attention to detail
• Navigating complexity with clarity and control
• Ownership mindset with a bias for action

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer . It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to ***email_hidden***.