Veritext is the global leader in deposition and litigation support solutions with a proven track record of industry excellence. For law firms and corporations, we provide coverage across all of North America, state-of-the-art conference rooms, facilitate the connection with highly skilled reporters and videographers, advanced technology, remote services, unparalleled client service, and on-time delivery.

Overview:

To provide regional operations leadership to the Midwest region. This position is responsible for partnering with the Regional Vice President and Regional Operations and Sales leadership teams to support the market to include strategies for growth, key client management and development, acquisition and integration efforts, reporter relationship services, overall employee/reporter/client/community (internal/external stakeholder) engagement and satisfaction, and operational optimization. Oversees all aspects of the regional operations to include people, process, and products (technology) to drive regional and overall organizational operational and financial results.

What you'll do:

Operations Leadership: Lead a team of functional operations leaders by balancing long-term strategic vision and short-term deliverables.

• Provides leadership of operational activities to ensure regional goals are achieved

• Keeps informed on information and technology affecting functional area(s) to increase innovation and ensure compliance.

• Embraces a metric-driven approach, not only utilizing data to make decisions, but educating others on the importance of data inputs to drive decisions and adjust operational performance as a result;

• Ongoing management of Organizational Strategic Pillars including:

• Revenue /Organic Growth/GP

• Financial Fluency - Assessing Monthly P&L Ops Packages from Finance, understanding of how to impact and influence Revenue and GP Drivers

• Operational Excellence in Calendar/Assigning/Lit Support

• Assessing Inbound Jobs, vs. Assigned jobs, vs completed jobs (Right Resource to Right Job; right # of resources to handle capacity

• Operational Excellence in Billing: Increase Time to Revenue, Optimize & Standardize billing practices to maximize jobs billed by biller in a day/week/month

• Vendor Management - Optimizing resources and costs by division in collaboration with RVP (using a DR vs IC); assessing ongoing capacity, quality output (per R&R’s established for each)

• Reporter & Vendor Costs, impact to OPEX/GP (i.e. Agency vs IC vs DR)

• Provide input to RVP to support Divisional & Regional Pricing Strategies

• Drive successful integration of acquired businesses (Ops, Clients, People)

• Client Experience

• Ongoing assessment of Client Services/Case management team productivity & excellence

• Client Services: Response time, average # of emails & calls per day

• NPS Score meeting or exceeding established divisional goals; maximum survey completion

• Assessing key areas of success & opportunity monthly

• Ongoing assessment of how to optimize inbound client experience

• Reasons for clients reaching out to CS, Billing, etc.

• Ensures standards for quality and performance are maintained or enhanced and that appropriate technology is used to drive the business.

• Develops, monitors, and reports on operating costs within functional areas. Manages the budget; makes recommendations and implements solutions to problems related to same.

Operational Excellence:

• Foster a strong client service orientation in the business and deliver exceptional Net Promoter Score results. Celebrate, acknowledge areas of opportunity and align with regional employees to educate on the purpose and methodology of NPS

• Assist with special projects, as assigned, that will provide exposure and value creation for initiatives that will impact overall Company performance

• Partner with RVP to develop content and perspective for Quarterly Business Review (QBR) (timing may be adjusted in some regions) and other regionally focused business meetings where metrics and other outcomes are reviewed

• Drive operational excellence in the business by optimizing financial results, to include control of all OpEx costs

Cross Functional Collaboration:

• Collaborate with leaders across regions and functions to engage in delivery of best practices regarding strategy, efficiency, culture and engagement

• Partner with the Project Management Office and Technology teams on projects that drive process improvement and enhanced service delivery

• Develop relationships with peers in the organization to create a cooperative network

• Support and champion the sales strategy which leverages client relationships, pursuit of larger litigation matters, etc.; lead all efforts around driving revenue, and increase market share with an operational lens

• Engage with clients to solicit feedback and perspective on Operational Performance in partnership with RVP

Acquisition Leadership:

• Partner with leadership teams on acquisitions, including performing pre-close due diligence, planning integration of operational structure and systems, and leading training efforts. Collaborate with RVP, Acquisition and Sales teams to identify acquisition targets by market and region

Change Management:

• Serve as a change catalyst and leader regarding organizational growth and transformation. Assist regional management teams with information to help them translate organizational vision, goals and operational adjustments that will bolster growth across the business

• Impact & Influence Product Enhancements, Product Roadmap Prioritizations

People and Culture

• Demonstrates Veritext Core Values and embraces opportunities to serve as a role model to others

• Foster a success-oriented, accountable work environment through developing, leading, coaching, motivating, and proactively providing feedback to talent within assigned region.

• Collaborate with People team to deliver proactive performance management and calibration processes, employee engagement and support talent-focused initiatives that create a positive and rewarding work environment

• Engage in requisite culture and processes supporting succession planning throughout not only assigned region(s), but organizationally

• Foster an inclusive working environment; encourage active participation by regional team members to engage in organizational efforts that expand our commitment to diversity, equity, inclusion and belonging.

• Keeps Senior Management apprised of issues including safety, security, employee relations, scheduling, and training. Ensure managers and supervisors are adhering to Company policy and administering practices in a fair and equitable manner.

Revenue Growth

• Deliver case management initiatives that increase revenue per job and enable sales efforts

• Client Retention & Expansion: Partner with the RVP & Sales Leader to proactively strategize for, and personally attend key client meetings.

• Optimize processes and workflows to minimize revenue dilution and sales discounting related to service issues.

• Transform servicing models from transactional to consultative through NPS initiatives. Re-position how operational teams present technology and product solutions to clients.

Who you are:

• 7+ years related experience

• Ability to confidently position the Veritext value proposition

• Clear and concise communicator able to tailor messaging and communication style to internal and external audiences

• Client service orientation with strong interpersonal skills; able to respond promptly to internal/external client needs, follow through and resolve issues

• Detail oriented, organized and dedicated professional committed to ongoing operational improvement

• Results orientation with a strong emphasis on scalability and process improvement

• Proactively demonstrate rigor in decision making, execution and follow through

• Proven ability to create and lead successful teams, inclusive of all people management responsibilities and managing for performance

• Expert in successful client communication and escalation management

• Strong ability to support organizational change, providing resources and coaching to others during times of change and evolution

• Demonstrated excellence in operational efficiency with a commitment toward Lean Six Sigma operational excellence

• Embrace ongoing learning, proactively engage in Company offerings that bolster individual professional and personal development. Utilize Company network, programs and leaders for mentoring, coaching and professional growth.

• Serve as a translator and steward of sharing information amongst colleagues, teams, clients, community members and other stakeholders with supporting operational procedures and services

• Ability to support, lead and assist the broader organization with transformation in all areas inclusive of technology and data-driven decision making

• Ability to travel 10-15% based on business needs

  Benefits:

• Competitive compensation and total rewards package

• Comprehensive medical, dental and vision insurance

• Hybrid work structure

• Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 3 personal days, vacation, sick and discretionary time)

• Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more)

• Matched 401(k) to help you save for your future

• Pet insurance to help your pet(s) live a long and happy life

• Flexible Spending Accounts (healthcare, dependent care, transit & parking)

• Company-paid life insurance as well as short-term and long-term disability insurance

• Learning and development opportunities to advance both personally and professionally

• Veritext Summer Camp – a fun-filled culture building and learning experience

• Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more!

Veritext is committed to cultivating a vibrant community based on collaboration, innovation, creativity and belonging where every individual, regardless of background, identity, or experience, feels valued, respected, and empowered. At Veritext, these differing perspectives are not only accepted but celebrated. We embrace diversity, equity and inclusion and aim to employ qualified individuals of the greatest ability without discriminating based on race, color, religion, national origin, age, sex, physical or mental disability, medical condition (including pregnancy), gender identity or expression, sexual orientation, marital status, veteran status, or any other legally protected group status. Simultaneously, our dedication to sustainability, transparency, responsible environmental stewardship, and meaningful social engagement aims to create long-term value for our employees, clients, partners, and communities while contributing to a more resilient and equitable future.

Veritext participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Veritext participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.