Business Operations Workflow Manager

Base pay range

$/yr - $/yr

Reporting to: VP, Business Operations

The Global Workflow Manager is an individual contributor and pivotal role responsible for the daily coordination, optimization, and governance of the firm’s global investigative case pipeline. The role acts as the “Air Traffic Controller” for all Disputes, Business Intelligence and Due Diligence matters, ensuring resources are allocated efficiently and enabling delivery of projects on time. The manager also works to minimize production cost through standardized processes and real‑time capacity management.

• Direct the daily assignment of cases across global investigative hubs based on capacity and skills.
• Optimize utilization rates by identifying under‑utilized teams and shifting workloads to balance capacity and reduce reliance on high‑cost overtime or external contractors.
• Maintain a real‑time global capacity dashboard to provide the VP, Business Operations with visibility into current and forecasted bandwidth.

• Serve as the primary enforcer of standard operating procedures (SOP), ensuring all investigative teams adhere to standardized workflows for execution.
• Maintain a relentless focus on efficiency, data‑driven decision‑making, and a “process‑first” approach to problem‑solving.
• Manage the risk‑based variance protocol, reviewing and approving requests for deviations from standard procedures to control cost leakage.
• Identify and document workflow bottlenecks, proposing process iterations to reduce friction.

• Track and report on KPI metrics for operations across all practice areas, identifying teams or regions with significant variances from the benchmark.
• Conduct weekly root‑cause analysis on projects that exceed budget or timeline thresholds, providing actionable insights to leadership.
• Manage operational dashboards (Power
  
  BI/Tableau) that track project milestones, scoping accuracy, and rework rates.

• Act as a super‑user and internal champion for the global workflow platform (e.g., proprietary Case builder software), managing user feedback for product enhancements.
• Collaborate with the Client Success team to ensure the automated intake system functions correctly and that project data flows seamlessly into the investigative workstream.

• Build a consistent and reliable workflow process that supports the speed and precision required for due diligence projects.
• Facilitate transition of workflow responsibilities from investigators to the business operations function.
• Reduce delays in investigative work by facilitating timely assignment of due diligence projects across global investigative hubs.
• Become a go‑to internal resource for business operations KPI/metrics.
• Help improve case flow efficiency between the client side and investigative teams.

• Strong client communication skills, particularly in high‑pressure or time‑sensitive environments. (Advanced)
• Exceptional judgment and problem‑solving skills.
• Experience facilitating change management.
• Advanced analytical skills and attention to detail to facilitate workflow process coordination and KPI development. (Advanced)
• Familiarity with investigative or due diligence processes related to M&A or financial transactions. (Intermediate)
• Working knowledge of FCRA, international compliance, intake best practices, and workflow process management. (Intermediate)
• Proficiency in Microsoft Office, document management platforms, and intake tracking systems and data visualization tools. (Advanced)

• Education:
  
  Bachelor’s degree in Business Administration, Operations Management, or a related field. Six Sigma Green Belt or PMP certification is highly preferred.
• Experience:
  
  5–8 years of experience in operations management, workflow coordination, or project management within a professional services, legal, or investigative environment.
• Technical
  
  Skills:
  
  Comfortable with tools such as Docu Sign, scoping calculators, intake trackers, document…