Associate Director, Fulfillment Service of Process (Legal Operations)

Location: Hybrid — Dallas, Texas, USA. Applicants may be required to appear onsite at a hirify.global office during the interview process.

Salary: $94,600–$169,100 USD annually, plus eligibility for a bonus.

Company

hirify.global provides professional information services, software tools, content, and technology-enabled services for legal, regulatory, and other professional customers.

What you will do

• Lead high-volume Service of Process fulfillment operations, including the secure and compliant receipt, processing, documentation, and forwarding of legal documents across multiple jurisdictions.
• Lead, develop, and coach operational managers and teams responsible for intake, processing, quality assurance, exception management, customer support, and fulfillment.
• Manage operational performance through turnaround time, quality, accuracy, productivity, backlog, service levels, customer satisfaction, and compliance metrics.
• Lead workforce planning, capacity management, staffing optimization, scheduling, and resource allocation for fluctuating transaction volumes.
• Identify operational risks, defects, process breakdowns, and root causes; implement corrective actions and maintain audit, regulatory, chain-of-custody, and business-continuity readiness.
• Partner with Product, Technology, Compliance, Customer Service, Sales, and other functions on workflow optimization, automation, document management, technology adoption, and AI-enabled operational improvements.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field, or an equivalent combination of education and relevant experience.
• At least 8 years of progressive operations experience in complex, high-volume, transaction-based, or service-oriented environments.
• At least 5 years of people leadership experience, including leading managers and multiple operational teams.
• Significant experience in Service of Process, registered agent services, legal document fulfillment, or a related legal or compliance-driven operational environment.
• Experience managing KPIs, service levels, quality, productivity, workforce data, fluctuating workloads, operational risk, root-cause analysis, and corrective actions.
• Experience leading process changes, technology implementations, workflow redesign, and cross-functional operational transformation.

Nice to have

• Experience leading geographically distributed, multi-site, or centralized fulfillment operations.
• Knowledge of document management, workflow management, imaging, automation, intelligent document processing, or AI-enabled operational technologies.
• Experience with Lean, Six Sigma, continuous improvement, regulated industries, legal services, or financial services.
• Lean Six Sigma, operational excellence, or related process improvement certification.

Culture & Benefits

• Supportive and collaborative team environment with opportunities for professional development and career growth.
• Medical, dental, and vision plans.
• 401(k), FSA/HSA, commuter benefits, and tuition assistance.
• Vacation, sick time, and paid parental leave.
• Inclusive culture focused on diversity, employee development, engagement, and work-life balance.

Hiring process

• Interviews assess individual skills, experience, and communication style without AI tools or external prompts.
• In-person interviews may be included, and applicants may be required to appear onsite at a hirify.global office.