VP of Operations

San Francisco /
Executive Management – Operations /
Full time
About Rocket Lawyer
We believe everyone deserves access to affordable and simple legal services.
 
Founded in 2008, Rocket Lawyer is the most widely used online legal service platform in the world. With offices in North America and Europe, Rocket Lawyer has helped over 25 million people create  legal documents, and get their legal questions answered by attorneys.
 
As a purpose driven, creative and innovative LegalTech leader, Rocket Lawyer has combined doing good with doing well. The company is growing fast and profitably, while delivering the most affordable legal service in the world to organizations and individuals that need the tools of justice now more than ever. We are democratizing access to justice by making it digital and expanding our team with people who commit to this challenge! 
 
About The Role
Founded by a former Navy logistics officer, and literally organized to maximize the customer experience, Rocket Lawyer values operational excellence. So, we seek an experienced operations leader to be our Vice President of Operations. The right person for this role will lead and scale the Rocket Lawyer  Operations function, delivering first-class service to both customers and internal teams and help imbue a customer-obsessive mindset and process, throughout our business. People are frustrated with the high cost and low service levels of the legal industry. The Rocket Lawyer VP of Operations will be on the front lines of transforming legal services into a modern, natively digital experience that people love.  The role will report directly to the Chief Executive Officer.

A Day in the Life

    • Build and lead a world class fulfillment and customer service organization, including but not limited to Customer Support, Customer Success, and Fulfillment Services
    • Architect and monitor business relevant KPIs as a roadmap to driving   CSAT scores and recurring revenue
    • Influence and advocate for market expansion, new industry verticals, and product enhancements  based on customer and attorney network feedback 
    • Partner closely with the Revenue and Business Development teams to further expand and scale our strategic partner and global network strategies
    • Own the Customer Service Fulfillment operating budget, with financial and operational efficiencies, as the focus 

Experience

    • Bachelor's degree required

    • 10+ years of consumer and/or SMB product marketing experience in Internet, SaaS and/or e-commerce

    • Proven success in creating multi-channel GTM strategy
    • Ability to communicate and collaborate cross-functionally to ensure adoption and execution of consistent messaging
    • Experience leading international programs and working with regional teams

    • Background in marketing technical products, especially cloud and platform products preferred

    • Excellent verbal and written communication skills with the ability to clearly present ideas, updates, and results to business partners on various levels

    • Natural self-starter with a 'can-do' attitude. Demonstrated ability and self-motivation to excel within an environment of rapid change, growth, mentality and a drive for continuous improvement

    • Experience as a Salesforce user and an understanding of Salesforce functionality and application for different business units
    • Outstanding team player with an ability to move fluidly from high-level to detail oriented thinking
    • Ability to manage multiple projects and various deadlines simultaneously

Benefits & Perks

    • Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
    • Unlimited PTO
    • Competitive salary packages
    • 401k program
    • Life insurance
    • Disability benefits
    • Flexible Spending Accounts
    • Commuter/Transit Program
    • Your choice of a MAC or PC