Director of Fulfillment Operations

Operations 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 business, care for their families, protect their ideas and more. From Estate Planning, to Business Formations to IP, we’ve helped more than four million customers, providing 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!

At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So we started a movement to make legal help available to all.

The Director of Fulfillment Operations is an executive within LegalZoom passionate about enabling great customer and employee experiences, responsible for leading and directing the end-to-end processing and delivery of LegalZoom’s core product segment including SMB, Consumer and Attorney Assisted/Intellectual Property. Reporting to and in close collaboration with the VP of Operations, the individual will help craft and execute the strategic planning of staffing level requirements and a team of managers who have responsibility for ensuring delivery against company objectives and functional KPIs for overall quality, compliance and productivity.

Leadership / Supervisory Responsibilities:
· Demonstrate strategic thinking, execution and coaching across functional and organizational boundaries
· Is responsible for managing and coaching a high bar on talent within their organization ensuring teams have development plans, monthly reviews and encouraging a feedback culture
· Coaches teams to make data-backed decisions
· Role models change leadership by participating and aligning to key strategic and organizational decisions
· Communicates with absolute clarity whether written or spoken. Able to escalate complex situations while providing a clear POV across a wide set of stakeholders.
· Able to influence executives with well-constructed, data-backed insights and debate.
· Has a bias for action, organizing and aligning cross-functional teams against important decisions
· Acquires and retains top talent
· Projects a positive image of the organization to employees, customers, industry, and community
· Handles discipline and termination of employees as needed and in accordance with company policy

· Establishes, implements, and communicates the strategic direction of the organization's fulfillment operations division
· Lead Fulfillment teams and partners located across multiple locations and time zones responsible for the accurate and timely processing of LegalZoom’s core products and services
· Balance priorities and drive workstreams short and long term; executing on immediate priorities while maintaining a focus on the one-year plan and building capabilities for the long term.
· Drive and own functional goals, with accountability for departmental KPIs and metrics that balance customer, employee and business/shareholder outcomes
· Uses data to uncover insights that drive actionable recommendations and inform decisions across multiple stakeholders groups
· Create clear work plans and roadmaps
· Ensure budgets and schedules are in line with company plans and targets
· Demonstrates clear decision-making ability, including communication of the underlying principles
· Collaborates with leadership to develop and meet company goals while supplying expertise and guidance on fulfillment operations projects and systems
· Identifies, recommends and implements new processes, technologies, and systems to improve and optimize organizational effectiveness and efficiency
· Ensures that departmental decisions and project plans such as those for staffing, development, organization, material efficiency, platform and business processes are in line with the organizations business plan and vision
· Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
· Presents periodic performance reports and metrics to leadership teams
· Maintains knowledge of emerging technologies and trends in operations management.
· Leads teams through effective change management exercises with clear and transparent explanation of new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale
· Leads coordination and integration of efforts among operations, engineering, product, and customer service divisions to improve workflow, operational efficiency and customer outcomes
· Performs other related duties as assigned

Required Skills/Abilities:
· Thorough understanding of practices, theories, technologies, and policies involved in operations management, business and finance.
· Superior verbal and written communication and interpersonal skills.
· Superior managerial and diplomacy skills.
· Extremely proficient in Microsoft Office Suite or related software.
· Excellent organizational skills and attention to detail.
· Excellent analytical, decision-making, and problem-solving skills.

Education and Experience:
· Master’s degree in Business Administration preferred.
· Extensive and diversified background with at least 15 years of related experience.

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.