Director, Cases

About the role

The Director, Cases will lead the REPH Cases teams—including Collection, Conversion, Data Management, Content Editing, Legal Editing, and Print Manufacturing—within Global Editorial Operations. The role focuses on building a world‑class cases function that drives higher customer satisfaction and retention.

Key responsibilities

• Lead primary law cases teams across global editorial operations, ensuring service level agreements are met and exceeded.
• Set goals, expectations and performance metrics for regional cases teams.
• Design and execute strategic initiatives leveraging Generative AI and ACP agentic solutions.
• Manage customer relationships and coordinate with business units to deliver a world‑class experience.
• Oversee hiring, training, development, and performance assessment of team members.
• Handle escalations from internal and external stakeholders and communicate operational trends to leadership.
• Drive process and system improvements, including automation and RPA, to enhance product and customer experience.
• Ensure compliance with applicable laws and maintain up‑to‑date knowledge of regulatory changes.
• Lead projects to align with company strategy, managing scope, schedule, cost and quality.
• Prepare budgets, monitor expenditures and contribute to operational reporting.

Required profile

• Bachelor’s degree.
• 7‑10 years of leadership experience with strong business acumen in editorial or related fields.
• Proven track record of quality delivery and process improvement.
• Excellent customer focus and ability to lead teams through change.
• Strong communication skills across multiple cultures and seniority levels.

Required skills

• Generative AI technologies.
• Robotic Process Automation (RPA) and automation tools.