KLDiscovery, a leading global provider of electronic discovery, information governance and data recovery services, is currently seeking a Senior Director of Operations.

The position will lead the operations of the Company to ensure the delivery of exceptional, timely and high-quality services. Be an active member of the KLDiscovery India management team. Development of processes and procedures within the company to focus on continuous improvement.

Remote, work from home opportunity.

Responsibilities

• Manage the region’s operations delivery to ensure high quality, best in class service to clients.
• Support the global KLDiscovery team on establishing technical and client service teams (PM, TechQ, Operations).
• Design, prepare, implement, and maintain technical and client services best practices and procedures in collaboration with others in the technical and client services departments, and across the group.
• Work with other departments to create, modify or enhance solutions to client, departmental and company needs ensuring all three perspectives are represented and balanced.
• Manage KLDiscovery offshore bibliographic coding and unitization operations.
• Manage KLDiscovery offshore managed review business that is fully integrated with the existing managed review business.
• Manage KLDiscovery contract management solutions.
• Collaborate as required to resolve escalated matters to ensure continuous customer satisfaction.
• Attend internal and external meetings in India and provide expert knowledge to support overall business strategy.
• Implement systems, processes and protocols that complement and enhance the efficient functioning of the team.
• Through team, ensure that key performance data is available to senior management to enable effective monitoring, accurate job status reporting and responsive resource planning.
• Manage personnel including assessing, mentoring, coaching, developing and disciplining in line with services standards, best practices, procedures, priorities and schedules.

Qualifications

• Proven track record of success and extensive experience in the delivery of managed legal solutions or eDiscovery.
• Proven experience of leading the operations of a customer-orientated managed level services team.
• Significant operational experience which has included leading an offshore service delivery team that supports a revenue-generating service.
• Demonstrated success in defining, tracking and communicating internal and business focused metrics.
• Experience of coaching, developing and mentoring direct reports and ensuring processes are in place to develop team members.
• Ability to continuously improve service levels.
• Excellent communication skills, both written and oral.
• Expert problem solving and problem management skills.
• Strong organisational and time management skills; strong prioritization ability.
• Results-oriented with an ability to be independent, motivated and proactive and to work with limited supervision.

Our Cultural Values

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We seek team members who are:

• Humble - No one is above another; we all work together to meet our clients’ needs and we acknowledge our own weaknesses
• Hungry - We all are driven internally to be successful and to continually expand our contribution and impact
• Smart - We use emotional intelligence when working with one another and with clients

Our culture shapes our actions, our products, and the relationships we forge with our customers.

Who We Are

KLDiscovery provides technology-enabled services and software to help law firms, corporations, government agencies and consumers solve complex data challenges. The company, with offices in 26 locations across 17 countries, is a global leader in delivering best-in-class eDiscovery, information governance and data recovery solutions to support the litigation, regulatory compliance, internal investigation and data recovery and management needs of our clients.

Serving clients for over 30 years, KLDiscovery offers data collection and forensic investigation, early case assessment, electronic discovery and data processing, application software and data hosting for web-based document reviews, and managed document review services. In addition, through its global Ontrack Data Recovery business, KLDiscovery delivers world-class data recovery, email extraction and restoration, data destruction and tape management.

KLDiscovery has been recognized as one of the fastest growing companies in North America by both Inc. Magazine (Inc. 5000) and Deloitte (Deloitte’s Technology Fast 500) and CEO Chris Weiler has been honored as a past Ernst & Young Entrepreneur of the Year™. Additionally, KLDiscovery is an Orange-level Relativity Best in Service Partner, a Relativity Premium Hosting Partner and maintains ISO/IEC 27001 Certified data centers.

KLDiscovery is an Equal Opportunity Employer.