Job SummaryThis role owns the operational engine of the Legal department: how work comes in, how it gets prioritized, how it moves, and how we know whether any of it is working. You will design the intake and triage model, stand up the ticketing and matter management systems behind it, and apply our approved AI and automation tools to take manual effort out of the process.
You will be hands-on. This is not a software engineering role and you will not be writing production code, but you will be in the tools every day: building workflows, wiring automations, configuring AI assistants, and shipping working solutions rather than requirements documents. We are looking for someone who engineers solutions to business problems, meaning you can architect how a process should work, build most of it yourself in low-code and AI platforms, and know exactly when to pull IT in for the parts that need real engineering.
You will report to the Chief Legal Officer and work daily with IT, Security, Product, Revenue Operations, and business stakeholders across the company.
ResponsibilitiesIntake, triage, and prioritization - Design and run the intake model: request forms, routing logic, and self-service paths that get requests to the right person the first time
- Build prioritization frameworks that weigh urgency, complexity, business impact, and risk, and apply them consistently
- Establish service-level expectations and hold the process to them
- Maintain visibility into workload, active matters, resource allocation, and team capacity
- Recommend service delivery improvements that increase responsiveness and transparency for the business
Applying AI and automation - Identify where routine work can be automated or AI-assisted, and prioritize by real impact rather than novelty
- Configure and deploy approved enterprise AI tools against document-heavy and repetitive tasks: request summarization, triage suggestions, document generation, first-pass review, and knowledge retrieval
- Build automated approval workflows, routing rules, notifications, and escalation paths
- Stand up AI-assisted knowledge access so the business can self-serve answers to routine questions
- Stay current on emerging AI capabilities and translate them into practical, production-ready use cases for the team
- Work within our AI governance framework alongside IT, Security, and Compliance, and design in appropriate human review given legal and risk requirements
Process design and governance - Map and redesign workflows end to end, from intake through completion
- Eliminate friction points and manual handoffs, and build processes that scale with volume
- Develop knowledge management frameworks, operational documentation, training materials, and process governance resources
- Lead change management for new practices, technologies, and service delivery models
Systems and technology - Serve as the department's business owner and administrator for core platforms: ticketing, matter management, CLM, e-signature, knowledge management, and collaboration tools
- Define requirements for integrations across Salesforce, Jira, CLM, and adjacent systems, and partner with IT to deliver them
- Partner with IT, Security, Product, and Revenue Operations to improve data flow between systems
- Translate business needs into clear technical requirements, and technical constraints into plain language for the Legal team
Reporting and insights - Define and maintain dashboards and operational reporting for the department
- Establish KPIs including request volume, turnaround time, workload distribution, service-level attainment, and efficiency measures
- Use the data to find bottlenecks and deliver cycle-time analysis
- Deliver reporting and insights to the CLO and executive leadership to support planning and resource decisions
- Maintain visibility into outside counsel and vendor spend: matter budgets, invoice trends, rate changes, and budget-to-actual performance
Adoption and enablement - Train stakeholders and drive real adoption of new tools and workflows
- Write clear documentation, playbooks, and self-service guidance
- Track adoption metrics: usage, time saved, error reduction, and self-service rate
What Success Looks Like In your first year, you will have:
- Replaced ad hoc intake with a structured, measurable request and triage process
- Reduced manual effort measurably through automation and AI-assisted workflows
- Given leadership real visibility into the department's workload through dashboards and reporting
- Increased self-service so routine questions no longer require a lawyer
- Applied AI responsibly and demonstrably improved team productivity
- Helped position Legal as a data-driven business partner
Requirements- Bachelor's degree, or equivalent practical experience
- 5+ years in business operations, legal operations, legal project management, contract operations, or a similar process and systems ownership role
- Demonstrated experience designing and implementing intake, triage, or request management processes that improved speed and scale
- Hands-on experience configuring and administering workflow, ticketing, or work management platforms (for example: Jira, ServiceNow, Salesforce, Asana)
- Demonstrated ability to build solutions yourself, not just specify them: automations, forms, routing rules, integrations, or dashboards you designed and shipped in low-code or automation platforms (for example: Power Automate, Zapier, Retool, Jira automation, UiPath)
- Practical experience applying AI and automation tools to real business workflows, with results you can describe
- Technical fluency sufficient to hold your own with IT and Security: you can read an API doc, reason about how systems and data connect, scope an integration, and tell the difference between what a tool can genuinely do and what a vendor claims
- Experience building operational dashboards and KPI reporting, and using data to drive decisions
- Advanced Excel, including data analysis, dashboard development, and executive reporting
- Strong stakeholder management and influencing skills, including driving alignment across functions without formal authority
- Proven ability to run multiple high-impact initiatives at once without sacrificing quality or responsiveness
- Excellent written and verbal communication, including presenting recommendations to senior leadership
- Experience leading change management and driving adoption of new tools and operating models
- Working knowledge of process mapping, business process improvement, and project management methodology
Strongly Preferred- Experience supporting an in-house legal department
- Experience in SaaS, technology, fintech, or another high-growth, data-driven environment
- Familiarity with legal-specific platforms: CLM, matter management, e-billing, or legal intake tools
- Comfort with light scripting or query work (SQL, Python, or similar) to pull and shape data, without needing it to be your primary skill
- Practical fluency with enterprise AI assistants and document-centric AI tools, including prompt design and knowing where these tools fail
- Awareness of legal risk considerations, including accuracy, auditability, confidentiality, and defensibility
How you work- Loves solving operational problems and instinctively questions inefficient processes
- Builder by default: your first instinct is to prototype something, not to schedule a meeting about it
- Enjoys building systems that other people actually use
- Comfortable operating independently with a high degree of autonomy and accountability
- Communicates effectively with both lawyers and technical teams
- Balances creativity with disciplined execution
- Energized by continuous improvement
Education/Certifications What We Offer- Health Coverage options along with other voluntary benefits
- Enterprise Udemy membership with access to thousands of personal and professional development courses
- 401K with Company match up to 4% or Employee Pension plan
- Competitive pay and year-end bonus potential
- Flexible PTO
- Charitable Donation matching, along with Volunteer and Voting PTO
- Numerous team building activities to promote collaboration in a fun and fast-paced work environment
