Sterlington, PLLC
Legal
HeadofLegalOps&Transformation
“Head of Legal Ops & Transformation at Sterlington, PLLC. Skills: Legal Operations, Transformation, AI Implementation, Customer Success Methodology, People Leadership. Lead the team through evolution with structure, judgment, and genuine momentum. Introduce customer success methodology into a function ready to evolve”
What You'll Achieve.
Full audit of the EA function coverage, strengths, gaps, and the unwritten rules documented; Trust established with the team across all practice and support areas; First version of the transformation roadmap presented to firm leadership; AI tools in active use across at least 3 core workflows; Partner satisfaction framework designed and in pilot; Team operating with clarity on roles, standards, and growth paths; A measurably higher-performing, more autonomous EA team; Partners spending less time managing their support and more time on fee-earning activities; A function that is genuinely future-ready
Industry & Context.
Audit current workflows and identify opportunities to increase efficiency through automation
What They're Looking For.
Must Have
10+ years of progressive operations experience, direct people leadership of distributed teams, Demonstrated experience redesigning or transforming an operational function, Genuine AI fluency: you use Claude, Copilot, or equivalent tools daily, and you have built or led AI workflow implementation in a real work environment, Customer success or partner-facing service delivery, Ability to operate with ambiguity and create structure, written and verbal communication in English, Legal, SaaS, or professional services background
Nice to Have
familiarity with how lawyers think and work is a meaningful advantage
What You'll Do.
Lead the team through evolution with structure
Introduce customer success methodology into a function ready to evolve
Deploy AI across workflows primed for automation
Redefine what excellent partner support looks like
Integrate AI-enabled delivery to empower our team as true Business Partners
Build tailored development paths and foster a culture of excellence
Introduce CS methodology into the EA
Treat partners as internal clients with defined success metrics
and service standards
Design and own the partner satisfaction framework
Build the cadence and culture of accountability that makes great support visible and continuously improving
Audit current workflows and identify opportunities to increase efficiency through automation
Introduce AI tools for scheduling
communications management
and document management
Act as the bridge between Firm Management and the EA team
Own workforce planning
and capacity strategy
Serve as a thought partner to firm leadership on how the administrative function evolves as the firm scales
How You'll Work.
Team & Collaboration
Work in alignment with the broader operational infrastructure of the firm; Treat partners as internal clients; Act as the bridge between Firm Management and the EA team; Serve as a thought partner to firm leadership
Communication Scope
written and verbal communication in English
Process & Methodology
Develop transformation roadmap
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