Operations Director

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. 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. 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. 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. Required Qualifications Bachelor's degree in Business Administration, Management, Operations, or a related field preferred. Minimum 10 years of progressive operations leadership experience. Minimum 5 years leading large teams of 100+ employees through multiple layers of leadership. Experience managing managers and supervisors in a high-volume, performance-driven environment. Proven experience developing operational strategy and executing large-scale organizational initiatives. Strong financial acumen with experience managing departmental budgets. Advanced experience utilizing KPIs, dashboards, workforce planning, and performance analytics. Exceptional leadership, coaching, and employee development skills. Outstanding communication, presentation, and interpersonal abilities. Strong problem-solving and decision-making capabilities. Advanced proficiency in Microsoft Office Suite and operational reporting tools. Preferred Experience Law firm or professional Leadership experience. Multi-site operational leadership. Lean Six Sigma certification or equivalent process improvement experience. Experience leading organizational change initiatives. Leadership Characteristics The ideal candidate will demonstrate: Executive presence and professionalism Strategic thinker with strong business acumen High emotional intelligence Exceptional integrity and accountability Adaptability in a fast-paced environment Excellent conflict resolution skills Strong organizational and project management abilities Ability to inspire, motivate, and develop high-performing teams Commitment to operational excellence and continuous improvement Passion for building an engaged, inclusive, and results-oriented workplace Core Competencies Strategic Leadership Operational Excellence Change Management Team Development Workforce Planning Process Improvement Client Service Performance Management Cross-Functional Collaboration Communication & Influence Decision Making This position is 100% onsite at Brock & Scott's Winston-Salem, North Carolina office. The Operations Director is expected to maintain a highly visible presence, actively engage with employees and leadership, and foster a culture of collaboration, accountability, and operational excellence. Occasional travel to other firm offices may be required. Benefits Details Brock & Scott, PLLC offers an attractive benefit package to full-time employees on the 1st of the following month of hire. The insurance portion includes medical, dental, voluntary life, voluntary vision, and critical illness, all at competitive rates. At the 90-day introductory period, the Firm also provides a basic life insurance policy in the amount of one time your annual salary (with a minimum of $25,000 and a maximum of $200,000.00) at no cost. This position offers paid holidays, including six (6) firm-recognized holidays and one (1) Day of Observance, as well as a premium PTO package of 18 days per year. PTO accrues monthly and is credited on the 15th of each month, in accordance with firm policy. PTO benefits increase after 2 years of employment and again after 5 years of employment. After six months of service, employees over the age of 21 become eligible to participate in the firm's 401(k) plan at the beginning of the next quarter. Why Brock & Scott? At Brock & Scott, we believe our people are our greatest asset. The Operations Director plays a critical role in shaping the employee experience, driving operational excellence, and supporting the firm's continued growth. This is an opportunity to make a meaningful impact by leading large-scale operations while helping build a culture of accountability, innovation, and exceptional client service. #J-18808-Ljbffr