Your Impact

We are looking for a Manager, Data Operations who will be responsible for the people operations functions related to running and scaling the Data Operations vertical. The Manager will play a strategic role in further development of the Data Operations people resources, while leveraging DISCO’s best in class product, and always keeping a “client first” mindset.

The right candidate will approach each day with a passion to improve client outcomes by helping each member of the Data Ops team achieve their highest potential to service our clientele. This role will work closely with the Director of Data Operations to ensure an integrated management strategy is used for effective team operations. The ideal candidate brings both in-depth knowledge of traditional ediscovery operations along with a strong customer service orientation.

You will play a key leadership role within the Data Operations organization with a focus on hiring and developing team members, managing escalations with clients & sales, and handle performance management of the organization. You will help calibrate the team and associated services while continuing to grow and scale the group, with a relentless drive for creating an exceptional client experience above all.

What You'll Do

• Provide performance coaching, feedback and career pathing to team members through regular 1-on-1s, quarterly check-ins and annual reviews
• Lead the people operations team hiring and training of the group
• Serve as the day-to-day point of contact for any escalations related to Data Operations service delivery, and serve as the client-facing resource for escalation calls. This requirement demands the ability to explain complex, technical issues in a client-friendly manner
• Own and drive the resolution of any error remediation work, delegating to the appropriate resources and overseeing completion of the work effectively and efficiently
• Build relationships within the Go-to-Market organization, including Sales, Project Management, Forensics, and Client Success to ensure clients have a seamless experience with the Data Operations team
• Participate meaningfully in key Professional Services project initiatives, while managing the day-to-day operational priorities in the Data Operations team
• Ensure processes are documented thoroughly within the Knowledge Management System. Systemically update documentation on a regular cadence.
• Develop team training materials, documentation, and standardized processes for Data Operations services, always with an eye toward both efficiency and quality.
• In conjunction with the Director of Data Operations, provide leadership of internal development initiatives focused on driving efficiency, consistency, and quality for the department.
• Continue to develop a culture of continuous improvement by providing training and soliciting input from team members around key process changes.
• Meet and beat the internal and client expectations with regard to turnaround time and quality, always relentlessly focusing on creating clients who are raving DISCO fans

Who You Are

• Operations leader with 10+ years of experience in ediscovery
• The ability to lead, influence and motivate team members
• Experience managing teams utilizing industry-leading ediscovery platforms like DISCO, Nuix, Venio or other proprietary platforms
• Excellent communicator who is able to understand and articulate complex technical details both verbally and in writing, and is able to instill confidence in clients (internal and external)
• Consummate problem-solver with a strategic mindset
• Proven people manager who develops team members and enables them to become more effective and take on more significant responsibilities over time
• Self-starter who is action-oriented and possesses a strong sense of urgency

Even Better If You Have

• Experience building, managing and scaling a global ediscovery operations team
• Experience with digital forensics including knowledge of Cellebrite, FTK or other Forensics tools such as OpenText EnCase, GetData Forensic Explorer, Metaspike Forensic Email Collector, Foose Aid4Mail, Google Vault, Microsoft eDiscovery Portal, Magnet Forensics Axiom
• Experience working for a software company
• Software development experience