Summary

We are on a mission to consistently deliver the best results for our clients. We are disrupting the legal industry with our start-up mentality; always growing and pushing limits. We are a technology company that practices law.

We are looking for leaders who share our passion for client advocacy. If you want to drive value in the center of the fastest growing firm in the country, Morgan & Morgan needs a Program Manager to lead the largest and most critical operational program: digital mail. This multi-million-dollar annual investment provides high quality, timely communication between clients, case staff, courts, and data providers. This program ensures operational delivery, continuous improvement, training and roll-out to new offices and markets, coordinates with multiple development teams, communicates to senior stakeholders, develops and drives metrics, works with global resources, creates business cases, and manages the program invoicing and cost recovery efforts.

This professional will work closely with every team in the Firm, many key stakeholders, and be responsible for the ongoing adoption and performance of the existing program. This role is supported by an operations coordinator, over 90 distributed runners, two development teams, two product managers, an experienced service desk team, a training team, and product professionals with years of hands-on experience. This role does not have direct reports but may in the future.

Responsibilities

• Own and drive the existing Program Roadmap, which is currently in year 3, through several continuous improvement projects. These projects include software development improvements, new training, process documentation, metric creation, new processing center openings for physical mail, business process communications, and cost recovery solutions.
• Evaluate the Continuous Improvement strategy for completeness. This is a current list of projects to execute on with various other teams.
• Ensure high quality delivery of the operational aspects of the program with existing resources, and processes. This may include ad hoc investigations upon request by senior stakeholders.
• Investigate root cause analysis, deliver reports, and provide remediation plans to correct.
• Develop and improve on processes based on feedback and ticketed issues.
• Develop and manage continuous improvement projects from beginning to end, including project scope, timeline, capacity planning, resource allocation, and project execution.
• Provide project management and direction to ensure the project team has a clear understanding of timelines, risks, escalation path and roles/responsibilities they will undertake within the project team.
• Keep program information current and organize data to submit to management for decision making.
• Prepare weekly reports and briefings on program status, policies and procedures, in support of acquisition program milestones.
• Analyze effectiveness and efficiency of program; develop technology and tool recommendations to improve program operations.
• Work directly with users to solve key issues as needed, particularly when escalated from the Operations Coordinator or a Senior Leader.
• Build out processes and create templates from scratch, as needed.
• Develop, drive adoption, and improve key metrics, and build a plan/process to collect data for continuous improvement and metric modeling.
• Support the cost modeling of alternate physical mail delivery solutions with business case creation including requirements development in support of Senior Managers and C-level Executives.
• Attend monthly vendor reviews of platform performance, review areas of cost, performance, and process improvements.
• Daily collaboration with internal staff.
• Invoice monitoring and payment as needed for monthly and ad hoc expenses.
• Monitor programs to ensure compliance with policies and procedures.
• Support/conduct portions of market research

Qualifications

• Must have Information Technology Project Leadership experience, with at least 3 years in a Program/Project Management role.
• Must be able to manage multiple large-scale projects across the full project lifecycle.
• Previous experience with business transformations and transitions.
• Proven experience mentoring Project Managers.
• Experience working in a large organization and ability to work across diverse teams and build effective relationships.
• Demonstrated ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.
• Familiarity articulating program strategy, objectives and impacts on the business.
• Ability to create a business case and articulate the cost benefit of a proposal.
• Experience defining and overseeing a list of dependent projects needed to reach the program's overall goals.
• Excellent written and verbal communication skills.
• Experience working with IT development and product managers is preferred.
• Previous experience with digital mail processes is preferred.
• Advanced MS Excel skills with the ability to analyze and represent data sets in audience appropriate formats is preferred

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