The RoleWe are looking for a
Director of Legal Operations to shape and lead a legal support function that serves teams across Legal & Public Policy (LPP). This role sits within Legal Operations and is responsible for creating a consistent, scalable approach to delivering non-attorney legal support. You will design and manage how work is received, prioritized, assigned, and delivered while ensuring the right work reaches the right resources at the right time. This is both a strategic and operational leadership role. You will lead a team of legal support professionals, and continuously improve how services are delivered as the function grows, including strategically leveraging AI, automation, and other technology solutions.
The Main Responsibilities- Lead the Legal Operations function and oversee day-to-day service delivery across Legal & Public Policy.
- Own the end-to-end support model, including intake, triage, assignment, escalation, and performance management.
- Ensure work is routed consistently and efficiently using defined service standards and governance criteria.
- Balance team workload and capacity, addressing demand fluctuations, backlogs, and coverage needs.
- Develop cross-training and succession plans to reduce single points of failure and strengthen team resilience.
- Lead, coach, and develop team members while fostering a culture of accountability, collaboration, and continuous improvement.
- Define and maintain service offerings, workflows, procedures, and governance standards.
- Establish controls for confidential, privileged, and higher-risk matters, including appropriate escalation to counsel.
- Develop and report on key performance metrics, including service levels, turnaround times, quality, capacity, and stakeholder satisfaction.
- Partner with legal leaders and stakeholders to improve service delivery and drive adoption of legal operations solutions.
- Identify and implement process improvements that enhance efficiency, consistency, and the client experience.
- Champion the use of AI and legal technology to improve scalability, productivity, and operational effectiveness.
What We Look For in a CandidateExperience- Experience leading legal operations, legal service delivery, or a comparable function.
- Experience building, scaling, or transforming service-oriented teams and processes.
- Strong understanding of corporate legal support functions, including contracts, matter management, records management, legal holds, e-discovery support, entity management, legal technology, and compliance support.
- Experience managing workloads, service commitments, and operational performance in a complex environment.
- Proven success working with senior stakeholders across a matrixed organization.
Skills- Strong operational leadership, project management, and process improvement capabilities.
- Ability to design scalable workflows, procedures, and service models.
- Excellent analytical and problem-solving skills.
- Familiarity with legal-focused technology solutions.
- Sound judgment regarding confidentiality, privilege, and attorney escalation.
- Comfortable building structure and clarity in a new and evolving environment.
Leadership and Influence- Proven ability to lead organizational change and influence without direct authority.
- Strong communication skills and the ability to build trust with senior leaders and stakeholders.
- Demonstrated success leading teams and improving service delivery outcomes.
- Ability to balance consistency, efficiency, risk, and stakeholder needs.
Education- Bachelor's degree in Business, Legal Studies, Project Management, Industrial Engineering, or a related field, or equivalent experience.
- Paralegal certification or legal operations certification preferred.
CompensationThis information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
Location Based Pay Ranges:
$149,084 - $198,779 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
$156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$163,993 - $218,657 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen's:
What to Expect NextRequisition #: 343963
