Director of Operations (Legal)
It's fun to work at a company where people truly believe in what they are doing!
Job Description:
Job Profile Summary:
The Enterprise Operations Manager oversees the operational and strategic management of a client relationship with the primary focus of achieving and surpassing client expectations. This position reports The Senior Director, Enterprise Accounts, with a dedication towards achieving account profitability; serving as the primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams.
Essential Job Responsibilities
Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably
Develop strategies to achieve 100% client satisfaction
Strategically engage Epiq resources to support proactive solutions and industry trends with client
Scheduled/Unscheduled travel to all client locations to monitor account performance
Monthly meeting/touch points with clients in all offices
Develop account strategies in accordance with overall strategy and business plans; conduct site assessments with outcome of presenting new solutions
Proactively provide solutions to the client contact
Lead and develop training initiatives to optimize account performance
Monitor key performance indicators and service level agreements to ensure execution
Develop and refresh standard operating procedures
Perform Annual end-user survey and Semi-Annual Client survey
Preparation, presentation, and review of Strategic Business Reviews
Respond to client concerns
Develop positive relationships with client key contacts in each local office
Ability to function with a high level of patience, tact and diplomacy
Displays high ethical standard, integrity, work ethic, and loyalty
Qualifications & Requirements
Bachelor's degree required or relevant management experience
Experience managing multi-site and multi-client operations
Minimum 5 years' experience in business process outsourcing industry
Minimum 2 years' management experience with heavy profit and loss responsibility
Minimum of 2 years' professional level work experience in a production environment and/or a client-service oriented field
Working knowledge of PC applications including Microsoft Office software
Knowledge of copy machines and utilization of typical office services equipment and technology
Click here to learn about Epiq's Benefits.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
