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Salary: USD 135,000 - 165,000 / annual
Steno operates a nationwide network of court reporters. This newly created role sits within Provider Operations and owns cross-functional program management, operational excellence, and strategic planning across the organization's six pillars: Quality of Service, Staffing, Experience, Growth, Analytics, and Strategy & Programs.
You will report to the Senior Director of Provider Operations and manage a small team of project managers. Your core responsibilities include:
• Identify and drive 3–5 high-impact initiatives per quarter, working with the Sr. Director to define quarterly priorities that span multiple pillars or require cross-functional coordination. Develop comprehensive program briefs with scope, stakeholders, timeline, resource needs, success metrics, and dependencies.
• Drive programs from initiation to close-out, tracking progress against milestones, escalating blockers early, and measuring both quantitative outcomes (fill rate impact, cost savings, cycle time) and qualitative improvements (process improvement, team alignment).
• Partner with pillar leaders to document how core functions operate and design systems, tooling, playbooks, checklists, SLAs, and decision trees that scale processes without scaling headcount—enabling new team members to execute on day one.
• Audit for gaps, redundancies, and hand-off friction; recommend changes and track implementation.
• Act as the connective lens across all six pillars, collecting signals and flagging conflicts or opportunities early.
• Manage relationships between Provider Ops and cross-functional partners (Sales, Product, Support), proactively communicating constraints and capacity.
• Run quarterly planning sessions with pillar leaders to align on roadmap and surface risks and dependencies.
• Maintain a forward-looking view of what's coming in the next 8 weeks that could surprise the business, including market shifts and product changes affecting provider strategy.
• Manage and develop project managers, mentoring them into more complex projects.
• Evaluate automation and AI tools with pillar leaders, understanding where technology truly changes economics versus where it adds unnecessary complexity.
You operate effectively without positional authority, balance documentation with flexibility, move fast, are data-informed, and ship. You understand operational reality well enough that your plans are grounded and executable, not theoretical. You're trusted with ambiguous, high-stakes problems and exercise business judgment on trade-offs affecting fill rate, cost, and team capability.
REQUIREMENTS:
• Successfully managed 3+ concurrent programs across multiple teams without formal authority over those teams; comfortable with ambiguity and naturally track dependencies.
• Built or substantially improved a repeatable process that scaled with the business; understand how to balance documentation with flexibility and standardization with local adaptation.
• Operate effectively without positional authority and can present trade-offs to senior leadership, influencing decisions even when stakeholders disagree.
• Data fluent with ability to self-serve data to identify problems, track progress, and make trade-off calls.
• Proven ability to ship: set realistic plans, track against them, course-correct when needed, and avoid both paralysis by analysis and skipping necessary planning.
• Experience at a high-growth company, especially in supply-side, logistics, or marketplace operations where you've seen how ops scales.
• Managed one or more direct reports and developed them into independent operators.
• Communicate clearly and present ideas to senior leadership without jargon; clear communication signals you actually understand something.
• Comfortable with ambiguity and have made progress in environments where the mandate was clear but the path wasn't.
