RelativityOne Weekend Operations Manager-20-0239

| 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.
As a Weekend Operations Manager, you will be responsible for providing technical, procedural, and project-based guidance to your teams. The Weekend Operations Manager should have intimate knowledge of all Operations procedures and SLA/SLO metrics. The Weekend Operations Manager will be responsible for monitoring the team’s ticket queues and ensuring that tickets are being addressed in a timely manner. The Weekend Operations Manager will be responsible for balancing the team’s workload, ensuring tickets are being addressed in accordance with defined SLAs/SLOs, completing incoming change requests, overseeing the team’s work during maintenance windows, ensuring maintenance work is completed successfully and on time, and acting as an escalation resource by providing managerial oversight to drive high priority incidents. The Weekend Operations Manager informs their Manager of issues regarding personnel, performance issues, significant customer impacting incidents, project status, and works closely with colleagues to ensure RelativityOne is operated to our high standards, while meeting all department goals and metrics. The Weekend Operations Manager is also responsible for the professional development of their direct reports.

Responsibilities:

  • Oversee the team as they complete maintenance window work, incident resolution, customer requests, and ensuring the work is properly transitioned between shifts. Minimal On-call shifts are required
  • Oversee the team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality
  • Follow appropriate policies and procedures for creating, assigning, updating, escalating, transitioning, and closing customer incidents and requests; attention to proper detail when documenting tickets for accurate reporting and historical data
  • Proactively monitor tickets, incoming changes, incidents, customer requests, maintenance tasks, and ensure we’re meeting our SLA or SLO objectives.
  • Supervise operations team members that respond to escalations where standard procedures have failed to isolate or fix problems in RelativityOne
  • Work closely and collaboratively with US and Krakow teams
  • Provide excellent service using the communication methods designated by Relativity
  • Provide direction and apply company policies to broader team(s) or sub-department
  • Translate business objectives and determine how to use resources to meet schedules and goals
  • Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
  • Coach and develop employees to expand upon their technical, operational, Relativity product, and automation related skill sets.
  • Demonstrate Relativity Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seeks opportunities to apply and enhance management skills to create sustainable success for Relativity
  • Work with the weekend night shift Friday, Saturday, and Sunday 8PM-8AM, but also meets outside of those hours to maintain leadership communication and department direction.
  • In addition to the above responsibilities, the Weekend Operations Manager is expected to display professionalism in the following ways:
  • Maintain an attitude of commitment through outward display of willingness.
  • Practice positive interactions - lean on encouragement in place of judgment.
  • Impress responsibility on others by displaying ownership in tasks.
  • Act in the interest of the overall team.
  • Understand the needs of our RelativityOne customers.
  • Understand our processes and how our work impacts RelativityOne

Minimum Qualifications:

  • Bachelor’s Degree or equivalent experience in Computer Science, Information Systems, or related field
  • 3 to 5+ years’ experience directly working in a SaaS environment and working with technical teams

Preferred Qualifications:

  • Client-focused and ability to understand expectations
  • Professional written and verbal communication skills
  • Ability to manage multiple tasks and projects with ease
  • Experience leading or managing very technical or operations teams
  • Experience with ITIL standards and best practices
  • Experience with Relativity is a plus, but not necessary
  • eDiscovery/eDisclosure knowledge and industry experience is a plus, but not necessary
  • ITIL Foundations certification is a plus, but not necessary

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

  • Engineering
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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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