Director of Provider Operations

Steno is growing! We’re looking for a Director of Provider Operations to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

In this role, you will be responsible for leading the strategy and fulfillment of Steno’s providers. You will manage the teams that, on the daily, are recruiting, negotiating with, onboarding, and scheduling our providers - namely court reporters and interpreters.  

Who are you?

We’re looking for a leader who is ready to have an impact and be a key player in the delivery of client services. This role requires analytical horsepower, a love for process optimization, ability to define strategy, a mind for details and the interplay of systems, people management experience, and court reporting knowledge, all wrapped up in one.  

If you’re looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we’d love to have you too. 

On a regular basis you will: 

• Supervise a high-performing team of remote employees across several time zones responsible for the daily operations of providers on Steno’s jobs

• Ensure high levels of service delivery to Steno’s clients, measured by job coverage, professionalism/quality of providers, and timeliness of providers

• Monitor and forecast demand of jobs and the sales forecast across regions against the supply of providers 

• Develop and lead recruitment strategies of new providers

• Proactively develop effective business relationships with individual providers, vendors, advisors, and key decision makers to meet or exceed Steno’s financial goals

• Stay current with industry trends and best practices in court reporting and make recommendations for improvements to Steno’s processes and strategies

• Manage performance, foster development, and provide mentoring to employees

• Understand stakeholder needs and convert them into actionable business requirements for new or existing tools and processes to increase productivity, both for internal employees as well as external providers

• Coordinate closely with Product, Analytics and other cross-functional partners to prioritize and track status of projects, tasks, and timelines for deliverables 

• Build and maintain knowledge of critical internal systems and related workflows

• Review and model financial data to effectuate margin-increasing projects

You’re gonna crush it if:

• You have industry experience with court reporter rates and invoicing practices

• You have knowledge of court reporting practices in various states and know how to leverage internal and external resources for additional support when needed

• You love reports, models, spreadsheets - see the theme? - and you can build them yourself or can articulate your data needs to the Analytics Team

• You are not afraid to dive into the nuts and bolts of detailed processes, but are still able to see the forest for the trees 

• You love a good brainstorming conversation with the Product team and are able to operationalize solutions

• Streamlining a process brings you joy

• Empathizing with and creating long-term relationships with our providers is important to you, yet making difficult decisions does not scare you

• You have a track record of breaking down complex processes, identifying key pain points, and delivering business improvements at scale

Compensation & Benefits

• Salary - $140,000 - $180,000

• Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental

• Wellness/Mental Health - shared benefits to be used among employees and families

• Flexible Paid Time Off - allowing employees to find balance in their lives

• Options of Equity - we know our success is nothing without our team

• Access to a 401k, a home office setup, and a monthly stipend to cover internet/phone - and more! 

Our Team

The Operations team is a highly-reliable group of professionals working throughout the country and plugged into the Court Reporter community. The team works with tight deadlines and high client expectations, but consistently exceeds expectations and removes friction for clients. Despite a documented history of extreme client happiness, the team is constantly in search of process enhancements to maintain our advantage. 

About Steno

• Founded in 2018 and growing fast!

• Values: be highly reliable, constantly innovate, operate with a hospitality mindset

• Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations and finance experience

• We are revolutionizing the litigation and court reporting industry

  • Flexible deferred payment options (e.g., DelayPay)

  • Cutting-edge technology - unique products and integrations to maximize the output of legal professionals

  • White glove, concierge customer service that our clients rave about

Application Information

• Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.

• Applicants needing special assistance or accommodations for interviews or website access should contact us at accommodations@steno.com. 

• Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.

• Applicants should receive a confirmation email immediately after applying. If you haven’t received it, check your email spam folder and approve the sender address to ensure receipt of future communications. 

• Information provided to Steno, such as professional credentials and skills, educational and work history, and other information that may be included on a resume or application, is collected and stored in our system, but we never disclose or sell your personal information.