Director, RelativityOne Operations

| Chicago
We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it. The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.
The Director, RelativityOne Operations manages key functions in the Service Delivery team, including the RelativityOne Operations Center, Site Reliability Engineering and ITIL Processes. This position leads and sets the strategic direction for each individual team, designing best practices and driving continuous improvements. The Director, RelativityOne Operations works closely with the OC and Engineering leadership to help drive the company's strategic direction, ensure close collaboration and determine how RelativityOne Operations fits into the vision for the broader organization. 

Responsibilities:

  • Design and set the overall strategy for the current and future RelativityOne Operations Center. 
  • Lead the team as its capabilities as a SaaS company expand and mature and service as the subject matter expert. 
  • Set standards and best practices for the Service Delivery and Customer teams. 
  • Monitor the effectiveness of the Operations Center, share best practices and drive continuous improvements. 
  • Facilitate close collaboration across all Service Delivery teams, Engineering, Product Management, Security and the Customer Group. 
  • Work with leaders to develop a plan based on product delivery needs, collaborating closely with other engineering teams, product management, customers, sales, architects and the CEO.
  • Lead the progression of the company technology platform, working collaboratively with the Engineering and Product leadership team to establish the vision for software architecture to support the demands of current applications and future products.
  • Facilitate ongoing collaboration with the Operations Center and Engineering leadership. 
  • Design and set overall strategy for the current and future Site Reliability Engineering team. 
  • Design, plan and oversee the overall SRE operating model with teams, including close collaboration with Proactive Squad, Operations Center, Customer Support and Engineering teams. 
  • Ensure that teams are organized, disciplined, process-oriented and scalable as the SRE practice expands. 
  • Empower engineers and managers to make the biggest impact possible, challenging team members to reach their professional goals and recruiting and developing the best talent. 
  • Facilitate ongoing collaboration with the Proactive Squad, the Operations Center, Customer Support and Engineering leadership. 
  • Design and set the strategy for ITIL capabilities, particularly Incident, Change, Problem, Event, and Configuration and a cohesive view of how they work together. 
  • Design, plan and oversee the overall ITIL operating model and associated processes and procedures. 
  • Promote a customer-focused technical support culture that will go above and beyond to help ensure the best customer experience possible. 
  • Work closely with Product, Engineering, Sales and Marketing and other Business Stakeholders to achieve company objectives. 

Preferred Qualifications:

  • Excellent knowledge of the SaaS Operations discipline, including Customer Support, ITIL processes and Site Reliability Engineering. 
  • Excellent interpersonal, written and verbal communications skills and a high degree of comfort working with all levels of employees. 
  • Ability to work through conflict, gain trust, and persuasively influence outcomes. 
  • Strong leadership skills and the ability to optimize team resources to attain business goals. 
  • Ability to work closely with Engineering and translate operations to common engineering frameworks (i.e., Agile.) 
  • Solid understanding of security and privacy. 
  • Ability to motivate team members, encourage teamwork and cross-group collaboration, instill accountability and achieve results. 
  • Critical thinking skills and the ability to make independent decisions. 
  • Strong decision-making skills 
  • Ability to address short-term tactical issues and maintain a strategic long-term vision. 
  • ITIL Foundation Certification (V3 or greater). 

Minimum Qualifications:

  • 4 Year Bachelors Degree Or equivalent experience. 
  • 10 years of experience in various areas of technical operations, ITIL processes, engineering and customer support. 
  • Experience leading large technical teams and setting their strategic and technical direction. 
  • Proven track record of building and leading successful Operations teams. 

Expectations of People Leaders:

  • Align Vision, Strategy, and Individual Expectations 
  • My manager communicates what is expected of me and how my work contributes to Relativity’s vision and strategic priorities. 
  • My manager invites my input and communicates with me when decisions impact my work. 
  • Recruit and Develop High Performing Teams 
  • My manager promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture. 
  • My manager promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture. 
  • My manager engages me in monthly performance coaching conversations about my contributions, career development plan, and two-way actionable feedback. 
  • Empower the Team to Deliver Results 
  • My manager holds the team accountable for results. 
  • My manager gives me the autonomy to deliver what I’m accountable for and provides expertise/direction/coaching to help improve my performance. 
  • Enable Collaboration and Change 
  • My manager reinforces a collaborative environment within my team and across departments. 
  • My manager guides our team through organizational changes by keeping us informed and focused. 

Travel Requirements:

  • Less than 10%

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.
 
We understand career choices are a big decision, and we thank you for considering Relativity.
 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Technology we use

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Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We offer a competitive set of benefits and perks from great insurance, to unlimited time off and a zen room!

Culture
Volunteer in local community
We support local organizations through employee-nominated monthly grants and provide a large grant annually to schools within our community. See more: https://www.relativity.com/about-us/giving-back/
Partners with Nonprofits
We work with several organizations such as: Cradles to Crayons, Embarc, Year Up, Greater Chicago Food Depository, After School Matters, Bottom Line, Best Buddies, MakerGirl - and more!
Friends outside of work
Eat lunch together
Intracompany committees
Our community resource groups: B-Rel, Relativity Women of the Workplace, RelAsians, Relativity Pride, F.O.R. (Faces of Relativity) We also have a variety of special interest groups!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Restricted work hours
In the U.S., we have formal breaks where the office closes between 12/25 - 1/1 and new in 2020, the week of the 4th of July as well!
Company sponsored family events
We have an annual summer picnic where all employees are encouraged to bring family members.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Parking
We offer employees A parking subsidy.
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $3000 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
The Relativity Certified Administrator Exam

Additional Perks + Benefits

We offer a Divvy bike share discount, a discounted gym membership to the gym in the building, DRYV Laundry Service for those who have workout clothes that need washing, a Mother's Room, a Zen Room, fresh fruit, coffee/tea/cold beverages, and much more!

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