Lead end-to-end dispute resolution operations on a tech-driven ODR platform. Build scalable SOPs, drive process automation, manage vendors and cross-functional stakeholders, define KPIs, mentor the ops team, ensure MIS reporting, billing coordination, and resolve escalations to maintain high service quality and user satisfaction.
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
o Lead End-to-End Operations: 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.
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