Director Legal Operations

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today. The Role We are looking for a Director of Legal Operations to shape and lead a legal support function that serves teams across Legal & Public Policy (LPP). This role sits within Legal Operations and is responsible for creating a consistent, scalable approach to delivering non-attorney legal support. You will design and manage how work is received, prioritized, assigned, and delivered while ensuring the right work reaches the right resources at the right time. This is both a strategic and operational leadership role. You will lead a team of legal support professionals, and continuously improve how services are delivered as the function grows, including strategically leveraging AI, automation, and other technology solutions. The Main Responsibilities Lead the Legal Operations function and oversee day-to-day service delivery across Legal & Public Policy. Own the end-to-end support model, including intake, triage, assignment, escalation, and performance management. Ensure work is routed consistently and efficiently using defined service standards and governance criteria. Balance team workload and capacity, addressing demand fluctuations, backlogs, and coverage needs. Develop cross-training and succession plans to reduce single points of failure and strengthen team resilience. Lead, coach, and develop team members while fostering a culture of accountability, collaboration, and continuous improvement. Define and maintain service offerings, workflows, procedures, and governance standards. Establish controls for confidential, privileged, and higher-risk matters, including appropriate escalation to counsel. Develop and report on key performance metrics, including service levels, turnaround times, quality, capacity, and stakeholder satisfaction. Partner with legal leaders and stakeholders to improve service delivery and drive adoption of legal operations solutions. Identify and implement process improvements that enhance efficiency, consistency, and the client experience. Champion the use of AI and legal technology to improve scalability, productivity, and operational effectiveness. What We Look For in a Candidate Experience Experience leading legal operations, legal service delivery, or a comparable function. Experience building, scaling, or transforming service-oriented teams and processes. Strong understanding of corporate legal support functions, including contracts, matter management, records management, legal holds, e-discovery support, entity management, legal technology, and compliance support. Experience managing workloads, service commitments, and operational performance in a complex environment. Proven success working with senior stakeholders across a matrixed organization. Skills Strong operational leadership, project management, and process improvement capabilities. Ability to design scalable workflows, procedures, and service models. Excellent analytical and problem-solving skills. Familiarity with legal-focused technology solutions. Sound judgment regarding confidentiality, privilege, and attorney escalation. Comfortable building structure and clarity in a new and evolving environment. Leadership and Influence Proven ability to lead organizational change and influence without direct authority. Strong communication skills and the ability to build trust with senior leaders and stakeholders. Demonstrated success leading teams and improving service delivery outcomes. Ability to balance consistency, efficiency, risk, and stakeholder needs. Education Bachelor's degree in Business, Legal Studies, Project Management, Industrial Engineering, or a related field, or equivalent experience. Paralegal certification or legal operations certification preferred. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges: $149,084 - $198,779 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $163,993 - $218,657 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's: Benefits Bonus Structure What to Expect Next Requisition #: 343963 Life at Lumen Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes. Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win. To learn more about Life at Lumen and how we live the Lumen 8, please visit: Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Privacy Notice Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit: Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.