Senior Director Operational Initiatives & Service Excellence

SUMMARY:

The Sr. Director, Operational Initiatives & Service Excellence is a senior leadership role responsible for driving operational execution, divisional integration, and service excellence improvements across the Court Reporting division. This role partners closely with divisional, enterprise, and sales leadership to ensure consistent implementation of divisional initiatives, enterprise rollouts, and operating model integration.

The Senior Director plays a key role in advancing divisional priorities by helping standardize processes into a unified operating system, improving client experience and service excellence through disciplined issue management, and ensuring national and enterprise initiatives are implemented effectively. This position serves as a critical operational leader and change agent responsible for driving follow through, accountability, and sustained adoption across the division.

The Senior Director plays a critical role in advancing divisional priorities, supporting the transition toward standardized processes within a single operating system, improving service excellence through disciplined issue management, and ensuring enterprise and national initiatives are executed successfully. This position serves as a key operational leader and change agent, accountable for outcomes, follow‑through, and sustained adoption.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Execute divisional initiatives under the direction of the VP of National Services & Divisional Initiatives.
• Lead execution of divisional operational initiatives sponsored by executive leadership, ensuring alignment with enterprise strategy and divisional priorities.
• Support the operational integration of the division into a standardized operating system, process framework, and execution model.
• Lead the operational execution of client experience and service excellence improvement initiatives, including management of the Client Issue Tracker, root cause analysis, and implementation of corrective action plans.
• Establish and lead the divisional Client Experience Committee, including defining purpose, structure, cadence, and deliverables.
• Drive measurable improvements in client experience & service excellence by identifying systemic issues, conducting root cause analysis, and coordinating corrective action plans.
• Develop rollout playbooks and coordinate cross functional implementation of divisional initiatives to ensure consistent execution across the division.
• Own divisional operational readiness for enterprise and national rollouts, including operational guides, AE assignments, client lists, and divisional communications.
• Monitor rollout adoption and follow through to ensure successful implementation and sustained compliance across teams.
• Serve as the primary divisional liaison to Enterprise teams for national rollouts and new enterprise client logistics.
• Own Account Executive training for client migrations, implementations, and enterprise initiatives.
• Partner with Sales, Operations, Product, IT, and Enterprise teams to drive coordinated execution and client success.
• Provide executive ready reporting on initiative progress, risks, outcomes, and performance metrics.
• Lead cross functional operational initiatives with accountability for timelines, deliverables, and results.

• Support cross–business unit and sales communication to ensure client inquiries are routed appropriately and addressed in a timely manner.
• Perform other related duties as assigned.

COMPETENCIES, SKILLS AND ABILITIES

• Leadership - Able to positively influence team members.
• Professional - Is respectful of others and earns trust and maintains confidence by having high integrity and following through on verbal and written commitments regardless of personal cost.
• Organized - Is efficient and orderly with regard to time and project management and is able to maintain focus on company priorities.
• Persistent Finisher - Demonstrates tenacity and willingness to go the distance to get the job done and able to focus on the tasks at hand.
• Communicator - Excellent verbal and written communication skills and can communicate effectively across mediums, constituencies, and environments.
• Ability to Develop People - Coach people in their current role to increase performance and prepare them for future roles.
• Commitment - Be a champion for Lexitas Divisions, and Lexitas corporation as a whole.
• Exhibits Core Values – Service Excellence, Positivity, Initiative, Respect, Integrity and Team Orientation

EDUCATION / EXPERIENCE

• Bachelor’s degree in business, operations, or related field, or equivalent experience required.
• 10+ years of progressive leadership experience in operations, operational excellence, or enterprise implementation roles.
• Demonstrated experience leading large‑scale, cross‑functional initiatives and enterprise rollouts.

SUPERVISORY RESPONSIBILITIES:

This position is an individual contributor and will lead cross-functional tea.

LANGUAGE SKILLS

Ability to effectively present information and respond to questions from internal and external customers whose first language is English.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

TRAVEL REQUIREMENTS

This position may require brief periodic travel.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time with or without notice.

AAP/EEO STATEMENT

Lexitas prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

EOE Employer/Vet/Disabled

If you require reasonable accommodation in the application process, please contact Human Resources at HRDept@lexitaslegal.com for assistance. All other applications must be submitted online.

PayType

Salary