Director, ETS Operations

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?

The Director of ETS Operations – Processing is accountable for the overall success of the data processing function across our global service delivery teams. This senior leader ensures efficient, high-quality eDiscovery processing operations at scale, driving continuous improvement and innovation in workflows while maintaining operational excellence. The role emphasizes leadership through change and collaboration, including heavy engagement with adjacent teams and both proprietary and third party tools, including Nuix, Relativity – Server, and RelativityOne to deliver seamless end-to-end eDiscovery solutions. The Director will also cultivate and maintain a high-performing team culture and guide the Processing organization through growth, increasing complexity, and technology transitions.

What will this person do?

• Overall Operations Management: Provide strategic and hands-on oversight of the Processing function (one of ETS’s four core service areas) across all locations and vendor partnerships, ensuring processes, policies, and performance meet business objectives. Assume full accountability for department results, including throughput, quality, and service consistency.
• Process Improvement & Innovation: Lead continuous improvement initiatives to refine workflows, increase efficiency, and implement best practices. Standardize processes and develop repeatable SOPs, while remaining flexible in accommodating unique client or matter requirements
• Champion innovative solutions and adoption of new tools/technologies to enhance processing capabilities.
• Develop the organization’s proficiency in RelativityOne and guide the transition from legacy systems or processes to modern platforms.
• Escalation & Problem Solving: Act as the senior escalation point for high-urgency or complex processing issues. Steer the resolution of processing exceptions, client-critical incidents, and novel technical challenges, coordinating cross-functionally as needed to meet tight deadlines and client expectations. Maintain robust contingency plans and project plans for special workflows, remediation efforts, and custom projects.
• Cross-Department Collaboration: Partner closely with leaders in Intake, Hosting, Production, Client Services, Solutions/Innovation, and other groups to ensure end-to-end eDiscovery workflow integration. Break down silos and foster effective communication so that hand-offs between teams are smooth and client service remains high. Work jointly on cross-functional initiatives and drive critical change programs that benefit the broader organization.
• Performance Metrics & Capacity Planning: Develop and refine department KPIs and SLAs (e.g. volume throughput, turnaround times, quality rates, capacity forecasts) to monitor performance and predict resource needs. Utilize data analysis to identify trends or bottlenecks and guide decision-making on staffing or process adjustments. Ensure the Processing team can scale effectively to handle surges in data volume or unexpected demand spikes while maintaining quality.
• Team Leadership & Development: Lead, mentor, and empower a distributed team of Processing Managers and technical specialists. Grow leadership talent and technical expertise within the group through coaching, training, and clear goal-setting. Instill a culture of accountability, continuous learning, and adaptability. Set the vision and inspire the team to embrace change – acknowledging that what is challenging today should become standard tomorrow through collective effort and innovation. Ensure high engagement, effective resource allocation across a 24×7 operation, and recognition of achievements.

Bring your passion and together we will shine. It would also be great if you had the following:

• Industry & Technical Experience: 10+ years of experience in eDiscovery or a related legal technology field, with deep hands-on knowledge of processing workflows and tools (e.g. Nuix, Relativity/RelativityOne). Proven ability to leverage modern eDiscovery platforms and stay current with industry trends.
• Operational Excellence: Strong track record in driving process improvements and organizational change. Able to design and enforce effective procedures, then pivot and adapt when conditions require. Skilled in data-driven decision-making and problem-solving under pressure – able to handle volatile workloads and custom client requests without compromising quality.
• Cross-Functional Collaboration: Excellent communication and stakeholder management skills. Adept at working across departments and bridging gaps between technical operations and client-facing teams to ensure an optimal end-client experience. Builds trust and consensus among diverse groups, and maintains a client-service mindset.
• Strategic Vision and Innovation: Forward-looking mindset with the ability to balance strategic planning and tactical execution. A change agent who embraces continuous improvement and encourages innovative thinking. Committed to upholding the highest standards of quality and integrity in service delivery, with a “can-do” approach to overcoming challenges.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

Lighthouse offers a comprehensive quality benefits package including, medical, dental, vision, and a 401k with company match. Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine, and other wellness plans. We offer a generous Flexible PTO program and paid volunteer days. Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.

This role will be eligible to participate in an annual bonus or incentive program.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.