Job Description
Job Summary: We are seeking a highly skilled Senior Director in the Business Process Organization with exceptional communication abilities to lead opportunity identification and implementation initiatives within our firm. The ideal candidate will possess a unique blend of business acumen and strong communication skills to articulate strategy, influence stakeholders, and drive successful outcomes.
How you will make a difference as a Senior Business Process Director at Fragomen:
Lead, mentor, and develop a global team of strategy and operations professionals.
Provide strategic guidance and hands-on leadership for initiatives involving the creation, scaling, and stabilization of global operational service centers, ensuring alignment with the firm’s overall operating model and performance goals.
Lead cross-functional teams in assessing current processes, identifying areas for improvement, and developing actionable plans for implementation.
Serve as a strategic advisor to firm leadership on operational matters, providing insights and recommendations on a portfolio of optimization opportunities.
Collaborate with practice group leaders and department heads to ensure alignment between improvement efforts and strategic priorities.
Deliver high-impact presentations and communications that articulate strategic priorities and business impact.
Develop and articulate clear and compelling business cases for change, aligned with the firm's goals, vision, and client-centric approach. Effectively communicate the rationale, objectives, and expected outcomes of change initiatives to firm leadership, practice groups, and staff at all levels.
Lead stabilization initiatives for at-risk clients, ensuring service continuity and satisfaction.
Monitor and evaluate the impact of process changes on key performance indicators (KPIs), client satisfaction, and employee engagement, making adjustments as needed.
Lead by example in fostering a culture of open communication, transparency, and collaboration within the firm, encouraging input from all stakeholders.
Leverage a variety of communication channels, including written communication, meetings, and digital platforms, to ensure effective dissemination of information and feedback loops.
Stay informed of industry trends, emerging technologies, and best practices in change management and communication strategies, incorporating relevant insights into firm initiatives.
Leverage your valuable skills at Fragomen:
Bachelor’s degree in business administration, communications, law, or a related field; Master’s degree preferred.
10+ years of progressive operational leadership experience, including direct, hands-on involvement in service centers, operational transformations, process improvement, or strategic consulting, ideally within a professional services environment.
Demonstrated ability to build and manage data-informed, high-performing teams with a track record of delivering measurable business results (e.g., improvements in cycle time, productivity, or service quality).
Strong strategic and analytical capabilities, including the ability to translate firm-level objectives into operational plans and measurable outcomes. Proven expertise in financial modeling, benefit realization, and data-driven decision-making.
Experience building, scaling, and supporting global operations or shared service centers preferred.
Deep knowledge of operating model design, process re-engineering, and performance management frameworks, with a demonstrated record of implementing improvements that drive operational efficiency.
Exceptional written and verbal communication skills, with the ability to distill complex concepts into clear, compelling narratives for diverse audiences. Skilled in leading discussions, workshops, and executive-level presentations that influence decisions and drive alignment.
Proven ability to influence and engage stakeholders at all organizational levels, including senior leadership, partners, attorneys, and operational teams.
Proficiency with project management methodologies and tools, with evidence of leading complex, multi-stakeholder initiatives to successful implementation.
Ability to maintain confidentiality and handle sensitive information with discretion.
Demonstrated commitment to innovation, continuous improvement, and delivering high-quality client service, supported by measurable contributions in previous roles.
All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.