Director, RelativityOne Operations

  • Location: Chicago
  • Department: R1 Service Delivery
  • Work Status: Full-time

Overview

We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it.  The US Department of Justice, 198 of top 200 US law firms, and more than 70 Fortune 100 companies are among the customers who trust Relativity during litigation, internal investigations, and compliance projects. 
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole, authentic self to our team. 
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond. We don’t believe in ‘ideal’ candidates, so if you see a job that sparks your interest, go for it. Wherever you’re from, however you identify, and whatever experience you have, you can belong at Relativity.  

The Director, RelativityOne Operations manages key functions in the Service Delivery team, including the RelativityOne Operations Center, Site Reliability Engineering and ITIL Processes. This position leads and sets the strategic direction for each individual team, designing best practices and driving continuous improvements. The Director, RelativityOne Operations works closely with the OC and Engineering leadership to help drive the company's strategic direction, ensure close collaboration and determine how RelativityOne Operations fits into the vision for the broader organization. 

Responsibilities:

  • Design and set the overall strategy for the current and future RelativityOne Operations Center. 
  • Lead the team as its capabilities as a SaaS company expand and mature and service as the subject matter expert. 
  • Set standards and best practices for the Service Delivery and Customer teams. 
  • Monitor the effectiveness of the Operations Center, share best practices and drive continuous improvements. 
  • Facilitate close collaboration across all Service Delivery teams, Engineering, Product Management, Security and the Customer Group. 
  • Work with leaders to develop a plan based on product delivery needs, collaborating closely with other engineering teams, product management, customers, sales, architects and the CEO.
  • Lead the progression of the company technology platform, working collaboratively with the Engineering and Product leadership team to establish the vision for software architecture to support the demands of current applications and future products.
  • Facilitate ongoing collaboration with the Operations Center and Engineering leadership. 
  • Design and set overall strategy for the current and future Site Reliability Engineering team. 
  • Design, plan and oversee the overall SRE operating model with teams, including close collaboration with Proactive Squad, Operations Center, Customer Support and Engineering teams. 
  • Ensure that teams are organized, disciplined, process-oriented and scalable as the SRE practice expands. 
  • Empower engineers and managers to make the biggest impact possible, challenging team members to reach their professional goals and recruiting and developing the best talent. 
  • Facilitate ongoing collaboration with the Proactive Squad, the Operations Center, Customer Support and Engineering leadership. 
  • Design and set the strategy for ITIL capabilities, particularly Incident, Change, Problem, Event, and Configuration and a cohesive view of how they work together. 
  • Design, plan and oversee the overall ITIL operating model and associated processes and procedures. 
  • Promote a customer-focused technical support culture that will go above and beyond to help ensure the best customer experience possible. 
  • Work closely with Product, Engineering, Sales and Marketing and other Business Stakeholders to achieve company objectives. 

Preferred Qualifications:

  • Excellent knowledge of the SaaS Operations discipline, including Customer Support, ITIL processes and Site Reliability Engineering. 
  • Excellent interpersonal, written and verbal communications skills and a high degree of comfort working with all levels of employees. 
  • Ability to work through conflict, gain trust, and persuasively influence outcomes. 
  • Strong leadership skills and the ability to optimize team resources to attain business goals. 
  • Ability to work closely with Engineering and translate operations to common engineering frameworks (i.e., Agile.) 
  • Solid understanding of security and privacy. 
  • Ability to motivate team members, encourage teamwork and cross-group collaboration, instill accountability and achieve results. 
  • Critical thinking skills and the ability to make independent decisions. 
  • Strong decision-making skills 
  • Ability to address short-term tactical issues and maintain a strategic long-term vision. 
  • ITIL Foundation Certification (V3 or greater). 

Minimum Qualifications:

  • 4 Year Bachelors Degree Or equivalent experience. 
  • 10 years of experience in various areas of technical operations, ITIL processes, engineering and customer support. 
  • Experience leading large technical teams and setting their strategic and technical direction. 
  • Proven track record of building and leading successful Operations teams. 

Expectations of People Leaders:

  • Align Vision, Strategy, and Individual Expectations 
  • My manager communicates what is expected of me and how my work contributes to Relativity’s vision and strategic priorities. 
  • My manager invites my input and communicates with me when decisions impact my work. 
  • Recruit and Develop High Performing Teams 
  • My manager promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture. 
  • My manager promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture. 
  • My manager engages me in monthly performance coaching conversations about my contributions, career development plan, and two-way actionable feedback. 
  • Empower the Team to Deliver Results 
  • My manager holds the team accountable for results. 
  • My manager gives me the autonomy to deliver what I’m accountable for and provides expertise/direction/coaching to help improve my performance. 
  • Enable Collaboration and Change 
  • My manager reinforces a collaborative environment within my team and across departments. 
  • My manager guides our team through organizational changes by keeping us informed and focused. 

Travel Requirements:

  • Less than 10%

About Relativity

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service, and we’re always looking for people to join us on the journey.     Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.    So, please come as you are. We can’t wait to meet you.    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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