Senior Director, Process

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.