Senior Director-Program Management

In addition to competitive pay, a discretionary annual bonus, and a supportive, team‑oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

We are seeking a Senior Director, Program Management to serve as the strategic and operational leader for one of the firm’s largest and most complex client relationships. This individual will act as the primary program management and vendor operations point of contact, ensuring a seamless, high‑quality client experience across all engagements.

This role sits at the intersection of client service delivery, program governance, and operational excellence within a sophisticated legal‑services environment. The Senior Director will bring a consulting‑oriented approach—structuring ambiguity, aligning stakeholders, and translating operational complexity into clear strategies, actionable plans, and compelling executive narratives.

The ideal candidate combines executive presence with operational depth—someone who can confidently engage senior client stakeholders, navigate the realities of a law firm delivery model, and drive disciplined execution across a multi‑stakeholder, high‑expectation environment.

• Serve as the primary strategic partner and program lead for assigned client(s), building trusted relationships across legal, operational, and business stakeholders
• Develop a strong understanding of client business priorities, legal service needs, and operating models to proactively align firm resources and delivery
• Represent the firm with confidence and credibility in executive‑level client meetings, steering committees, and business reviews
• Act as the primary escalation lead for complex client issues, ensuring clear ownership, timely resolution, and proactive communication
• Partner with internal leadership (practice groups, operations, and business teams) to align client priorities with firm capabilities and capacity
• Drive client engagement and adoption of firm processes, tools, and service delivery enhancements

• Own and lead end‑to‑end program management and governance across the client relationship, particularly for high‑volume or complex portfolios of work (e.g., matters, projects, or managed services)
• Establish and operate a Vendor Management Office (VMO) / program governance framework
  , ensuring consistency, transparency, and accountability
• Lead governance cadences (QBRs, executive business reviews, operational updates), delivering insight‑driven, executive‑ready outputs
• Oversee workload management, intake coordination, prioritization, and resource alignment across internal teams and external partners
• Ensure disciplined execution of program standards, including documentation, reporting, and escalation pathways

• Lead root cause analysis (RCA) efforts on delivery issues, escalations, or service gaps, translating findings into sustainable improvements
• Identify friction points in the end‑to‑end client service experience (from intake through delivery) and design scalable solutions
• Improve key performance metrics, including client satisfaction (CSAT), turnaround times, and delivery quality
• Build and refine processes that support scalable, repeatable legal service delivery in a high‑demand environment
• Proactively anticipate client needs and risks, shifting from reactive issue management to a forward‑looking service model

• Oversee development of program reporting, dashboards, and analytics to provide visibility into performance across matters, workload, and service delivery
• Monitor and analyze client data to identify trends, risks, and opportunities for improvement or expansion
• Translate complex data into clear, concise insights and compelling executive narratives
• Create and deliver high‑impact presentations and structured problem/solution frameworks for client and internal stakeholders
• Ensure reporting is consistent, accurate, and aligned with both…