We are Relativity. A market-leading, global tech company that equips legal and compliance professionals with a powerful platform to organize data, discover the truth, and act on it. The US Department of Justice, 199 of the Am Law 200, and more than 329,000 enabled users 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, authentic self to our team.

We believe that great talent is not bound by geography and that what you do matters more than where you do it. Relativity has assumed a hybrid work strategy, allowing choice and flexibility for employees to work either from home, a physical Relativity office location (once safe to do so), or a combination of the two, within certain logistical boundaries. Submit your application to learn more from our recruiters or contact us for more details.

The Director of Service Delivery Business Operations will oversee a centralized operations team to power our Service Delivery efforts. This organization will be responsible for enabling and practically implementing strategic projects, analysis, operations, and enablement of departmental teams with project management, process management and analysis services. This person will lead a highly cross-functional team that will drive operational excellence and best practices.

Responsibilities:

• Provide leadership for several functional capabilities for Service Delivery:
• Global Support workforce management, planning and reporting
• Service Delivery employee onboarding, training and enablement
• Business Intelligence, dashboarding and data analysis
• Project Management and enablement
• Program management
• Lead a team to drive operational excellence and rigor for all Service Delivery teams at Relativity (as a driver of standards, re-use and process continual improvement)
• Oversee a team managing tools, systems, and information that enables Service Delivery operations to maximize performance and productivity of Service Delivery roles and support teams
• Design, build, and implement a Service Delivery enablement, training and onboarding function
• Establish new partnership expectations and best practices between senior leadership and operations leaders
• Focus on workforce planning, reporting, and metrics gathering for Service Delivery
• Identify areas of opportunity to improve and drive team towards creative, effective solutions deploying a continuous improvement framework for the department
• Maintain and leverage a Service Catalog that is a foundation for all activities (transactions and engagements) that Service Delivery provides to customers

Preferred Qualifications:

• Experience in a SaaS environment, particularly with a support organization
• Experience with high volume call centers and workforce management
• Project Management experience and/or certifications
• ITIL certification or experience with building and managing in an environment using processes derived from ITIL
• Experience with data analysis and reporting using capabilities such as Tableau (or similar)

Minimum Qualifications:

• 7-10 years of experience leading an operations team in a fast-paced, support organization
• Demonstrated success leading a team of diverse skill sets and functions
• Proven track record of process improvement

Supervision:

• The role works with minimal supervision and uses own judgement to prioritize work and make decisions. The role will be expected to lead and manage both individual contributors and managers.

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, and we’re always looking for people to join us on the journey.

Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify. 

So, please come as you are. We can’t wait to meet you. 

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.