Director of Operations

Hybrid – NYC Metro. - This position is based in New York City. Occasional travel for meetings, trade shows, and business-related purposes

Our client is a premier New York City-based legal support services firm providing process serving, court filings, skip tracing, investigations, and litigation support solutions to leading law firms, financial institutions, insurance carriers, and corporate legal departments throughout the tri-state area and nationally.

Reporting to the owners and with offices in the New York Metro market, as well as, South Florida, they seek a Director of Operations to help streamline the overall business. (Operations, Sales, and all back office).

The ideal candidate is a hands-on operational leader with experience managing fast-paced service teams, field personnel, logistics, and client deliverables within the legal services, litigation support, or professional services industry. This individual must thrive in a deadline-driven environment and possess the leadership skills necessary to optimize workflows, improve performance metrics, and support continued company growth.

Key Responsibilities

• Lead all operational activities related to the company’s full suite of services
• Direct and manage a team of operations coordinators, dispatch personnel, process servers, vendors, and administrative staff across multiple jurisdictions
• Establish, implement, and continuously improve operational procedures, service standards, and workflow efficiencies
• Monitor assignment activity, service attempts, completion rates, turnaround times, and overall operational KPIs to ensure timely and accurate execution
• Coordinate dispatching, territory management, and workload allocation to maximize efficiency and service coverage throughout New York City and surrounding markets
• Ensure strict compliance with all state and federal regulations governing process serving, legal document handling, affidavits of service, and court procedures
• Serve as a senior point of contact for key law firm and corporate clients, ensuring exceptional client service and proactive communication
• Oversee quality control processes, proof of service review, affidavit accuracy, and case management reporting
• Partner with executive leadership to support strategic growth initiatives, operational scaling, technology implementation, and process automation
• Analyze operational data and reporting metrics to identify trends, inefficiencies, and opportunities for improvement
• Assist in recruiting, onboarding, training, scheduling, and performance management of operational and field teams
• Develop accountability measures and performance expectations to drive operational excellence across the organization
• Manage vendor relationships, operational expenses, and departmental budgets while maintaining high service standards
• Collaborate cross-functionally with sales, client services, and executive leadership to support overall business objectives

Qualifications

• Bachelor’s degree preferred
• 7 years of operations leadership experience within process serving, litigation support, legal services, logistics, or another high-volume service environment
• Strong knowledge of New York City and New York State process serving regulations, court systems, and legal support operations preferred
• Demonstrated experience managing field-based teams, logistics operations, and service delivery in a fast-paced environment
• Proven leadership ability with experience building, mentoring, and managing high-performing operational teams
• Exceptional organizational, communication, and problem-solving skills
• Strong client relationship management experience, particularly with law firms or professional services clients
• Prioritize competing demands and manage time-sensitive workflows under pressure
• Experience utilizing operational software, dispatch systems, case management platforms, or CRM systems
• Proficiency in Microsoft Office Suite, reporting tools, and operational analytics

Preferred Attributes

• Executive presence with strong leadership and decision-making abilities
• Detail-oriented with exceptional follow-through and accountability
• Solutions-oriented mindset with the ability to improve systems and processes
• Client-service driven with a proactive and responsive communication style
• Entrepreneurial mentality to support operational growth and scalability
• Ability to lead by example in a demanding, deadline-driven environment

Compensation & Benefits

• Base salary DOE ($150,000 - $225,000) plus performance-based bonus opportunity
• Comprehensive health, dental, and vision benefits
• Paid vacation, sick time, and company holidays