Manager, RelOne Operations

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?

The Manager, RelativityOne Operations will spearhead development and day-to-day management of Lighthouse’s RelativityOne operations team, executing on a defined set of deliverables using standard operating procedures to deliver on client data intake, processing, production, and other requests. Coordinates with multiple groups across teams including, but not limited to, Client Services, Review Solutions, Intake, Processing, and Production. Provides guidance and training to the RelativityOne Operations team, handling technical escalations and defining future service support of the platform.

What will this person do?

• Leading, mentoring, and supervising the day-to-day operations of a specialized team of technical workers focused on fulfillment of various services related to the self and full service RelativityOne offering. This includes holding regular 1:1's with direct reports, scheduled performance reviews, making hiring and compensation decisions, reporting and metrics analysis, general administration, training and providing feedback to employees.
• Assists in the budgeting process for the RelativityOne Operations team and influencing workflow development to optimize performance and adopt new workflows as the service matures.
• Responsible for attainment of team utilization and quality targets.
• Works with the PAC team on recruiting, interviewing, selection, hiring, and onboarding of employees.
• Monitors eligible requests via a queue to establish priorities, ensuring work is assigned and underway as promptly as possible.
• Maintains technical proficiency with relevant SOPs spanning Intake, Processing, Hosting, and Production work that falls within scope of the RelativityOne Operations team.
• Ensures effective collaboration with Client Services and other teams in Service Delivery.
• Communicates and coordinates with other ETS and SD teams to ensure eligible requests are moving to completion in a timely fashion.
• Assists in the ongoing assessment of service metrics, particularly team utilization, SLA adherence, and Turn Around Times (TATs)
• Drives best practices within the team and the evolution of workflows to optimize efficiency and provide excellent internal and external client experience.
• Other duties as assigned.

Bring your passion and together we will shine. It would also be great if you had the following:

• Minimum 4-year degree required (or equivalent work experience)
• Minimum two years' eDiscovery industry experience with strong knowledge of legal discovery concepts and processes, preferably in a lead or supervisory role, or minimum three years of people management experience in a fast-paced environment.
• Excellent communication skills and exceptional customer service demeanor. Self-starter who is excited to lead a newly instantiated team of specialists who will have a demonstrably positive impact on our client experience.
• Experience with monitoring and analyzing productivity, utilization, and financial metrics preferred.
• Previous people management experience, with management of technical team(s) working to deadlines highly preferred.
• Ability to multitask, prioritize, and organize under pressure.
• Advanced knowledge of eDiscovery technology, tools, and the EDRM process. RelativityOne experience preferred.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

Lighthouse offers a comprehensive quality benefits package including, medical, dental, vision, and a 401k with company match. Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine, and other wellness plans. We offer a generous Flexible PTO program and paid volunteer days. Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.

This role will be eligible to participate in an annual bonus or incentive program.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.