Business Operations and Process Improvement Manager

Fulfillment United States


About LegalZoom

We believe that everyone should have access to professional legal advice. So, we’ve built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their businesses, care for their families, protect their ideas, and more. From Estate Planning to Business Formations to IP, we’ve helped to provide millions of customers the protection and peace of mind they need. To date, we’ve grown to become the leading provider of online legal solutions for families and small businesses, and we’re committed to making our services even more valuable and easier to use than ever before. Join us!


We rely on the numbers to make sound business decisions here at LegalZoom, our Fulfillment Operations team needs a Business Process & Workforce Manager to analyze the data and implement process improvements based on that data to improve our operational productivity and customer satisfaction. This position will use data analysis and their experience optimizing processes and procedures to maximize our productivity and quality.  This role will be interacting with teams across the company as we optimize and evolve our Fulfillment processes, procedures, and workforce.

This position will be part of a new group that is focused on optimizing our automated and manual fulfillment processes end to end.  There will be equal parts data analysis and process flow optimization.  Identifying when and what to automate and what to execute manually is at the core of this role.  Escalations and Exceptions don’t have to be the norm if we design and implement intelligent product and service operating procedures.  Excellent opportunities to grow and build the team.

You will

  • Analyze demand trends, throughput performance, capacity, forecast accuracy, and underlying assumptions to make continuous improvements to the operational process, forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are exceeded.
  • Manage goals, KPI’s and success metrics on productivity, efficiency trends, waste, defects, breakdowns, and opportunities to eliminate waste and increase customer satisfaction.
  • Serve as a change agent and drive a continuous improvement philosophy by ensuring appropriate use of methodology, process discipline, fact-based decisions, and involvement of teams in problem-solving and decision making.
  • Develop lean best practices and proliferate to common processes through the LegalZoom Production System.
  • Lead cross-functional continuous improvement activities using problem-solving methodologies such as Lean, Six Sigma, and Design Thinking, including the coaching, coordination, and leadership of teams.
  • Assess, oversee, and manage existing processes and workflows.
  • Design, implement and manage new business processes to drive operational efficiencies.
  • Develop and maintain formal process documentation including procedures and process flow diagrams.
  • Identify and report on service level variations.
  • Define, track, and report on operational drivers to drive continuous improvement.
  • Monitor team performance, workforce schedules, and productivity.
  • Create analysis and recommendations supporting operational teams in driving labor and workflow efficiencies.
  • Support the development and maintenance of daily, weekly, monthly dashboards for senior management and key stakeholders
  • Support operational and financial teams on workforce planning projects and ad hoc analysis.


Skills and Experience

  • At least a B.A., preferably in Statistics, Industrial Engineering, Economics, Supply Chain or Business Administration
  • 5+ years professional experience
  • Demonstrated team management experience of 2+ years
  • Advanced Excel skills
  • Prior experience in labor/workforce modeling and/or workflow planning
  • Statistical software experiences a huge plus
  • Highly analytical and quantitative, with strong attention to detail
  • Ability to thrive in a fast-paced, entrepreneurial environment with a highly motivated team
  • Ability to quickly and effectively build partnerships with stakeholders across the company
  • Exceptional communication skills and an ability to effectively present analyses to both internal and external clients and influence change
  • Ability to manage multiple, competing priorities
  • A minimum of three years of work experience in operations or finance
  • Familiarity with databases (e.g. SQL or Access) is a plus
  • Lean Six Sigma Certification required within 12 months of the start date


Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity.