Director of Operations

Are you the kind of operator who can turn a good team into a great one, with clear systems, crisp KPIs, and a cadence everyone follows?

Can you win hearts and minds during change, moving people from “my desk, my rules” to a true pooled, one-team model?

Do you love building intake, service, and back office functions that scale across multiple locations without losing quality?

Do you get excited when facing a challenge, or run away?

• Build the operating system
  :
  Stand up SOPs, KPIs and OKRs, and a weekly operating cadence with dashboards, reviews, and clear ownership.
• Restructure teams for throughput
  :
  Move EAs and paralegals into a pooled model, set service levels, and allocate resources to match demand.
• Stand up a true intake function
  :
  Define roles, metrics, scripts, and QA to convert consistently and improve client experience.
• Oversee Legal Shield operations with a metrics mindset, partnering with the lead attorney and office leadership to sustain award-level performance.
• Champion post-acquisition integration
  :
  Blend WWB’s client-centric, relationship-driven strengths with a modern, data-guided operating rhythm, clear standards, and shared accountability. Work in step with the Soloway Group PC change team.
• Upgrade systems and vendors
  :
  Manage the IT provider, improve data hygiene and security, and implement practical AI where it saves time and reduces errors.
• Recruit, coach, and level up talent
  :
  Hire, performance-manage, and, when needed, make tough calls that protect standards and pace.
• Lay the MSO foundation
  :
  Document the playbook so shared services can scale across new firms as acquisitions ramp.

• Experience
  : 7 to 12+ years leading operations in a law firm or professional services setting with multi-team scope. M&A integration or roll-up experience is a plus.
• Operator’s toolkit
  :
  Process mapping, SOP writing, KPI and OKR implementation, dashboarding, resource planning, and meeting cadences.
• Change leader
  :
  Proven record shifting culture from silos to team, including hiring, coaching, and performance management.
• Tech and AI forward
  :
  Comfortable piloting AI, improving workflows, and partnering with vendors to raise speed and quality.
• Client-service mindset
  :
  Energetic, humble, collaborative, and obsessed with getting 1 percent better daily. Values include Available and Responsive, Collaborative, Capable, and 1% Better Than Yesterday.

• COO track with real scope
  : prove it in one firm, then scale the model across a growing platform.
• Peer community
  : active access to an operators’ network and resources that accelerate execution. The firm already holds a seat in the Crisp Experience, which you’ll use.
• Make a mark fast
  : your systems will touch intake, staffing, client experience, and growth within weeks, not years.

Primary location is the WWB headquarters in Shelton, CT, but the role will soon split time between the Shelton and Darien, CT offices. Relocation is available for the right candidate. You’ll also collaborate with leadership in nearby offices as needed.

If you’re a builder who turns vision into systems, and teams into one high-trust operation, we want to meet you. Apply now and help us create a center of excellence that scales across a platform of firms, with real impact for clients and communities.