Associate Director, Fulfillment Service of Process
HybridDallas, Texas, United States
Job Summary
Lead day-to-day Service of Process fulfillment operations, ensuring the timely, accurate, secure, and compliant receipt, processing, documentation, and forwarding of legal documents across multiple jurisdictions. Manage operational managers and teams responsible for document intake, quality assurance, exception handling, and customer support while maintaining strict adherence to service level agreements and jurisdictional requirements. Monitor key performance indicators including turnaround time, document accuracy, and backlog, proactively identifying capacity constraints and implementing corrective actions to sustain high performance. Partner with Product, Technology, and Compliance functions to drive workflow optimization, automation, and the adoption of AI-enabled solutions. Forecast demand, optimize staffing, and lead workforce planning to handle fluctuating volumes while protecting document integrity and regulatory compliance.
Required Qualifications
- Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent combination of education and relevant operational experience
- Minimum of 8 years of progressive operations experience, with significant experience leading complex, high-volume, transaction-based or service-oriented operations
- Minimum of 5 years of people leadership experience, including demonstrated success leading managers and multiple operational teams
- Significant experience in Service of Process, registered agent services, legal document fulfillment, or a closely related legal or compliance-driven operational environment
- Demonstrated experience managing operations in which accuracy, timeliness, security, compliance, and customer impact are critical to successful performance
- Proven success managing operational performance through KPIs, service levels, quality measures, productivity metrics, workforce data, and other performance indicators
- Experience managing fluctuating workloads and balancing staffing, capacity, customer commitments, and operational priorities within a high-volume environment
- Demonstrated ability to identify operational problems, perform root-cause analysis, implement corrective actions, and sustain measurable performance improvements
- Experience leading teams through process changes, technology implementations, workflow redesign, and other operational transformation initiatives
- Proven ability to partner effectively with cross-functional teams while maintaining accountability for operational execution and results
Desired Qualifications
- Deep knowledge of the registered agent industry and the operational requirements associated with receiving and forwarding Service of Process on behalf of customers
- Experience leading geographically distributed, multi-site, or centralized fulfillment operations
- Experience with document management, workflow management, imaging, automation, intelligent document processing, or AI-enabled operational technologies
- Experience applying Lean, Six Sigma, or other continuous improvement methodologies within an operational environment
- Experience working within highly regulated, legal, financial services, or other compliance-focused industries
- Lean Six Sigma, operational excellence, or related process improvement certification
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