Job description
Role Overview As the Assistant Vice President (Operations), you will play a pivotal role in driving operational excellence, scaling processes, and delivering seamless dispute resolution experiences on our tech-driven ODR platform. You will lead cross-functional teams across data management, case management, enterprise experience and quality assurance, ensuring high standards of efficiency, accuracy, and stakeholder satisfaction.
The ideal candidate is a strategic thinker with a bias for execution—adept at building scalable systems, streamlining operations, obsessive adherence to timelines and aligning day-to-day workflows with organizational goals. This is a mission-critical leadership role requiring a strong grasp of legal-tech operations, data-driven decision making, and a commitment to service innovation in the justice delivery ecosystem.
Key responsibilities
Oversee the full dispute resolution cycle ensuring quality and adherence to timelines. o Drive Process Excellence: Build and enforce scalable SOPs; monitor daily / monthly targets and streamline workflows for efficiency and consistency. o Cross-Functional Coordination: Collaborate closely with internal teams (Legal, Communications, Key Accounts and Finance) and external stakeholders (enterprise users, arbitrators, vendors) for smooth case flow.
o Automation & Systems: Identify process gaps and drive automation; work with Tech / Product teams to develop tools and dashboards for performance tracking. o User-centric Approach: Ensure user satisfaction and retention, source constructive feedback, understand user challenges, gain insights, suggest product and operational process improvements; o Vendor & Case Management: Develop smart case allocation strategies to vendors, manage those relationships, and ensure continuity in service delivery.
o Team Leadership: Lead and mentor a high-performance ops team; define KPIs, drive accountability, and foster a culture of ownership and agility. o Reporting & Compliance: Ensure timely MIS reporting, billing coordination with Finance, and continuous performance improvement using data insights. o Escalations: Take ownership of complex or escalated enterprise concerns, working proactively to ensure resolution and satisfaction.
Requirements
o Master’s degree in business administration, operations management or a related field from a reputed institute; o PQE of 10+ years in complex, high-volume operations, preferably in a startup or high-growth company; o Experience in legal / financial services / fintech / insurance industry is preferred; o Demonstrable knowledge and experience of people management; o Strong analytical, process design, and systems thinking capabilities.
o Hands-on experience in process automation tools, dashboards, and MIS reporting. o Strong leadership and planning skills and excellent interpersonal, verbal and written communication skills; o Ability to design and implement systems that scale with speed and precision; o Ability to work in an environment with multiple priorities; o Meticulous with attention to detail; o Advanced proficiency in MS Office; o Passionate, enterprising, resilient, persevering and a ‘never give up’ attitude; o Going beyond the call of duty, willingness to learn and take initiative.