Operations Director

Job Description

Job Description

Brock & Scott, PLLC is seeking a dynamic, results-driven Operations Director to lead and optimize the daily operations of one of the firm's largest business units. This executive-level leader will provide strategic direction, operational oversight, and people leadership for a team of 130+ employees, ensuring exceptional service delivery, operational excellence, and continuous process improvement across multiple practice areas and departments.

The Operations Director will partner closely with Executive Leadership, Human Resources, Information Technology, Compliance, and Department Managers to drive performance, improve efficiency, enhance the employee experience, and support the firm's continued growth. This position requires a highly visible leader who thrives in a fast-paced, metrics-driven legal environment and is passionate about developing high-performing teams.

 

Essential Responsibilities:

Operational Leadership

• Provide strategic and day-to-day leadership for operations supporting more than 130 employees across multiple teams.
• Develop and execute operational strategies that align with the firm's long-term business objectives.
• Establish departmental goals, key performance indicators (KPIs), and accountability measures.
• Monitor operational performance and implement initiatives that improve productivity, quality, client satisfaction, and profitability.
• Identify operational risks and proactively implement solutions to mitigate them.

 

People Leadership

• Lead, coach, mentor, and develop Managers, Supervisors, Team Leads, and frontline staff.
• Foster a culture built on accountability, collaboration, integrity, respect, and continuous improvement.
• Conduct regular performance reviews, succession planning, and talent development initiatives.
• Partner with Human Resources on recruiting, workforce planning, employee engagement, performance management, and corrective action when necessary.
• Build strong leadership pipelines through coaching and professional development.

 

Process Improvement

• Evaluate workflows and identify opportunities to streamline operations through automation, technology, and process redesign.
• Lead continuous improvement initiatives utilizing Lean, Six Sigma, or similar methodologies.
• Ensure standard operating procedures are documented, maintained, and consistently followed.
• Drive operational excellence through data analysis and performance metrics.

 

Financial & Business Management

• Develop and manage departmental budgets.
• Monitor staffing levels, labor costs, productivity, and operational expenses.
• Analyze trends and implement strategies that maximize efficiency while maintaining exceptional service quality.
• Present operational reports and recommendations to Executive Leadership.

 

Client Service Excellence

• Champion a client-first culture focused on responsiveness, quality, and accountability.
• Partner with attorneys and firm leadership to ensure operational teams consistently exceed client expectations.
• Resolve escalated operational issues quickly and effectively.

 

Compliance & Risk Management

• Ensure compliance with firm policies, legal requirements, client guidelines, and industry regulations.
• Partner with Compliance and Legal leadership to maintain operational integrity.
• Promote a culture of confidentiality, professionalism, and ethical decision-making.

 

Cross-Functional Collaboration

• Work collaboratively with Human Resources, IT, Finance, Client Relations, Compliance, and Practice Group Leaders.
• Lead change management initiatives related to organizational growth, technology implementation, and operational transformation.
• Serve as a trusted advisor to Executive Leadership regarding operational strategy.