Director- and Automation

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes.

BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person.

You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

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.

The Director of Support and Automation is a key technology leader at BAL, responsible for transforming how our firm delivers support and automation services to drive efficiency, scalability, and client satisfaction. This role oversees multiple critical functions—including Cobalt Support, Help Desk & Local Support, RPA (UiPath), and Service Now—and ensures theyoperateat peak performance while continuously evolving to meet the needs of our legal teams and clients.

This is not a “keep the lights on” position. The Director will lead adata-driven, innovation-focused organization, using metrics and analytics toidentifyopportunities for automation, improve service delivery, and enhance the overall user experience. By partnering closely with legal teams and firm leadership, this role will shape the future of support and automation at BAL, ensuring technology becomes a strategic enabler for our business.

• Oversee day-to-day operations of Cobalt Support, Help Desk, RPA, and Service Now teams.
• Establish andmonitorkey performance indicators (KPIs) to measure team efficiency and service quality.
• Implement metrics-driven management practices, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and capacity planning to ensureoptimalresource allocation.
• Use operational data toidentifytrends, improve SLA compliance, and proactively reduce ticket volumes.
• Drive improvements inbotperformance and latency for UiPath automation.
• Optimize Service Now usage for ticketing and automation functions.

• Develop and implement strategies to reduce ticket volumes through automation, self-service, and process optimization.
• Leverage data analytics toidentifytrends, recurring issues, and high-impact opportunities for automation. Partner closely with legal teams to understand pain points and design solutions that improve efficiency and user experience.
• Create a framework for prioritizing automation initiatives based on business value, operational impact, and user satisfaction.
• Evaluate and recommend new tools, technologies, and processes to enhance support and automation capabilities, ensuring alignment with firm objectives.
• Champion a continuous improvement mindset, using metrics and feedback loops to refine automation strategies and…