Director of Service Operations

As the Director of Service Operations at Lexvia.ai, you will be responsible for overseeing the day-to-day operations of Lexvia's KPO division. Your role will be crucial in ensuring the smooth functioning of all operational aspects, including process optimization, resource allocation, and client satisfaction. Working closely with the leadership team, you will develop and implement strategies to support Lexvia's growth and market position. Your responsibilities will include ensuring best-in-class, consistent service delivery to U.S.-based clients across all legal tech and litigation support operations. You will lead a team of 200+ professionals, providing mentorship, hiring, training, and career development to foster a high-performance culture. Additionally, you will serve as the senior operational point of contact for U.S. clients, building strong client partnerships and ensuring SLA compliance. In this role, you will oversee daily KPO/LPO operations, implement standardized processes, manage performance metrics, and drive continuous improvement initiatives. You will work on scalability and growth by building systems, processes, and capacity for scale-up, as well as partnering with executive leadership on business growth and process automation. Implementing robust QA processes and risk management will be essential to ensure accuracy, compliance, and superior service standards. Collaboration with technology, HR, and business development teams will be key in driving operational integration and supporting business objectives. You will optimize resource allocation to ensure efficient utilization of personnel and infrastructure, managing budgets and costs effectively to achieve operational goals. Staying updated on industry trends and emerging technologies, you will evaluate and implement technology solutions to improve operational efficiency and quality while ensuring compliance with data privacy and security regulations. To qualify for this role, you should have a Bachelor's degree in business administration, operations management, IT, or a related field, with a minimum of 10 years of experience in operations management, preferably in a KPO or BPO environment. Strong leadership skills, problem-solving abilities, and a proven track record of delivering results are essential. Proficiency in project management methodologies and excellent communication skills are also required. Join Lexvia, a dynamic and fast-growing Legal AI KPO firm that offers a collaborative and supportive work environment. If you are a highly motivated individual with a passion for operational excellence, we invite you to apply for this exciting opportunity.,