The Director of Strategic Operations & Systems is the operational architect and execution leader responsible for turning company strategy into systems, processes, documentation, and cross-functional alignment. This role builds the internal infrastructure that ensures Legal Intake Pros delivers consistently, efficiently, and at scale. This is a senior role requiring strong systems thinking, process design, data intelligence, and operational leadership. You will work closely with the CEO and department heads to define operational priorities, standardize workflows, improve cross-team execution, and establish the reporting and accountability systems that fuel company growth. Compensation: $85,000 - $120,000 yearly Responsibilities: Operational Strategy & Architecture • Translate company goals into operational plans, systems, and execution frameworks. • Build and refine cross-department workflows for Client Success, Coaching, Implementation, Quality Control, and L&D. • Define operational priorities, roadmaps, and sequencing to support scalable growth. • Create structure around internal communication, decision-making, and accountability. Systems Ownership & Process Design • Architect operational workflows across all in-house software and related tools. • Identify system gaps, inefficiencies, and opportunities for automation. • Establish data governance rules, lifecycle definitions, and process standards. • Ensure all operational processes are thoroughly documented, maintained, and accessible. Execution Leadership & Cross-Department Alignment • Lead internal planning sessions, project reviews, and execution checkpoints. • Align departments around standardized processes, workflows, and performance expectations. • Coordinate priorities across Implementation, Client Success, Coaching, QC, and L&D to improve throughput and reduce bottlenecks. • Introduce frameworks for prioritization, resource allocation, and operational decision-making. Reporting, KPIs, and Data Integrity • Define departmental KPIs, operational dashboards, and company-level performance metrics. • Ensure data accuracy, consistency, and field governance across all systems. • Partner with department leaders to build reporting structures that inform strategic decisions. • Build systems for weekly, monthly, and quarterly reviews of performance and execution. Documentation Governance & Knowledge Systems • Establish standards for SOPs, process documentation, and internal training materials. • Ensure documentation exists for all workflows, role responsibilities, and operational rules. • Partner with L&D to maintain up-to-date training resources that reflect current systems. • Ensure onboarding and cross-training materials are consistent, accurate, and system-aligned. Operational Improvement & Change Leadership • Identify operational risks and proactively recommend solutions before they impact delivery. • Lead change management efforts for new processes, systems, or workflows. • Implement operational best practices to improve efficiency and execution quality. • Support leaders in building a culture of clarity, accountability, and continuous improvement. Leadership & Team Development • Provide direction and operational leadership to Project Management, Systems, Client Success, and Implementation layers. • Evaluate team performance, role alignment, and necessary changes in structure or responsibility. • Develop internal operational talent and build depth in execution and strategic thinking. Qualifications: Technical & Systems Expertise • Strong understanding of CRM architecture (preferably HubSpot) including objects, workflows, pipelines, dashboards, and data governance. • Experience designing and implementing cross-functional operational workflows. • Familiarity with learning management systems. • Ability to architect systems that connect people, process, and technology. Operational Leadership • 7+ years in strategic operations, business operations, systems operations, or similar leadership roles. • Proven success leading cross-functional initiatives in fast-paced service or tech-enabled environments. • Experience designing frameworks for accountability, reporting, and performance management. • Strong analytical skills, with the ability to diagnose operational issues and design scalable solutions. Project & Change Management • Extensive experience leading end-to-end operational projects from discovery through execution. • Ability to create governance structures that ensure follow-through and consistency. • Skilled in building clear, repeatable, documented processes. Leadership Attributes • Strategic, decisive thinker who sees the whole system and future impact. • Highly initiative; operates without needing prompting or oversight. • Strong communicator who sets expectations clearly and holds people accountable. • Thrives in ambiguous environments and creates order from complexity. • Protects executive bandwidth by absorbing operational leadership responsibilities. Preferred Experience • Experience in consulting, legal services, professional services, or SaaS environments. • Experience operating in multi-system service delivery organizations. • Prior work with training organizations, L&D teams, or client-facing delivery structures. About Company Why Join Legal Intake Pros? At LIP, we value clarity, accountability, and innovation. This is a great opportunity for someone passionate about quality, intake excellence, and helping others improve performance. Join a team that is transforming the legal intake space and contributing directly to law firm growth and client success. Benefits: • Paid Time Off (PTO): Eligible after six months for vacation, personal reasons, plus 12 paid holidays. • Sick Days: Eligible after six months for illness, medical appointments, or caring for an ill family member. • Innovation: Work in a collaborative and innovative environment. • Flexibility: Enjoy flexible remote working arrangements. • Professional Development: Company-sponsored courses, certifications, and training programs to encourage continuous learning and growth. • Team Building Activities: Virtual events, workshops, and initiatives to strengthen team cohesion. Apply tot his job