Director of IP Client Service

Director of IP Client Service

Cooley is seeking a Director of IP Client Service to join Cooley's IP Team.

Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley's success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a 'one-firm' culture where collaboration and creativity thrive.

Our people are the foundation of our success and the driving force behind everything we do.

As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.

Your supervisor will share more details about the hybrid schedule expectation for this role.

The Director of IP Client Service is responsible for the management of client-facing specialist teams and providing leadership and direction to strategically manage internal/external client service at an operational level with focus on efficiency, process improvement, risk management, quality control, workflow, or other processes impacting client service. Specific duties and responsibilities include, but are not limited to, the following:

• Balance and evolve service strategy with a focus on team performance that enable excellence in client service and operational efficiency
• Proactively engage with practitioners to ensure that client service is effective and efficient
• Evaluate processes and procedures, orchestrating improvements to client service
• Collaborate with direct report managers and supervisors to proactively identify issues, compliance, risks, and team priorities and propose appropriate courses of action
• Work collaboratively with direct report managers and supervisors to conduct quality control reviews of client facing specialist team members to ensure accuracy, consistency and adherence to the rules of 37 C.F.R., Best Practices and other procedural guidelines
• Ensure direct report team needs are correctly prioritized in order to focus on effective allocation of resources, to deliver measurable and significant value
• Develop matrices to measure, evaluate and report on the effectiveness of the client service teams
• Establish accountability processes to ensure efficiency and accuracy of services provided
• Effectively delegate tasks across the direct report manager and supervisor teams
• Identify and eliminate root cause barriers to accuracy, productivity, and quality
• Ensure team members are developing the skills and knowledge to carry out their role effectively
• Identify skill gaps and implement necessary training to ensure performance standards are met
• Coach and develop direct report managers and supervisors to achieve client service and operational quality, consistency and high-level customer service
• Assess internal training and professional development effectiveness to ensure performance outcomes are achieved within budget and department objectives
• Ensure department employee training is consistent with the requirements and standards of IP Employee Learning and Development programs
• Ensure accurate and timely entry of billable, non-billable time and fixed fees
• Manage realization rate of collection for billed services to identify challenges early and make adjustments to maintain profitability. Recommend changes to improve fixed fee and hourly billing practices and rates

• Collaborate with the Director of IP Operations to assist with the development or enhancement of systems and processes to provide the most effective and efficient service to clients ensuring internal processes align with other internal team…