Senior Director, Program Management

About the Organization

BAL is a group of highly capable professionals working on impactful immigration matters through collaboration, innovation, and a strong commitment to values. The environment is fast-moving and demanding, but it also emphasizes teamwork, authenticity, growth, and service to communities. Employees are encouraged to bring energy, initiative, and individuality to a workplace where they are respected and supported.

The company offers a culture that blends high performance with a collaborative spirit. Team members are expected to move quickly, think carefully, and contribute meaningfully to work that affects real people. BAL also focuses on helping employees develop and succeed both in the role and in their broader careers.

Role Summary

This position is for a Senior Director, Program Management who will lead one of the firm’s largest and most complex client relationships. The role serves as the main contact for program management and vendor operations, with responsibility for delivering a smooth and high-quality client experience across all engagements.

The role operates at the crossroads of client service delivery, governance, and operational performance within a sophisticated legal-services setting. It requires a consulting-style approach to organizing ambiguity, aligning multiple stakeholders, and turning operational complexity into clear plans, recommendations, and executive-level communication.

The right candidate will bring both senior-level presence and strong operational expertise, along with the ability to work effectively in a law-firm delivery environment and execute consistently in a high-expectation, multi-stakeholder context.

Key Responsibilities

• Act as the main strategic partner and program leader for assigned client accounts, developing trusted relationships with legal, business, and operational stakeholders.
• Build a deep understanding of client priorities, legal service requirements, and operating structures so delivery resources can be aligned proactively.
• Represent the firm confidently in senior client meetings, steering committees, and business review discussions.
• Serve as the primary escalation lead for complicated client issues, ensuring accountability, timely resolution, and clear communication.
• Work closely with internal leaders across practice groups, operations, and business functions to align client expectations with available firm capacity and capabilities.
• Promote adoption of firm processes, service tools, and delivery improvements among clients.
• Lead the full program management and governance structure for the client relationship, especially where work involves large volumes or complex portfolios such as matters, projects, or managed services.
• Set up and manage a Vendor Management Office or similar governance model that supports consistency, visibility, and accountability.
• Run governance routines such as quarterly business reviews, executive business reviews, and operational update meetings, ensuring the outputs are insight-driven and leadership-ready.
• Oversee intake handling, workload prioritization, resource coordination, and delivery alignment across internal teams and external collaborators.
• Maintain strong discipline in reporting, documentation, escalation handling, and overall program standards.
• Conduct root-cause analysis for delivery problems, escalations, and service breakdowns, then turn findings into lasting improvements.
• Spot inefficiencies in the client service journey from intake through completion and develop scalable fixes.
• Improve core performance measures such as client satisfaction, turnaround speed, and delivery quality.
• Design and refine repeatable processes that support scalable legal service delivery in a demanding environment.
• Anticipate client needs and risks early, shifting the model from reactive support to forward-looking service management.
• Lead the creation of dashboards, reports, and analytics that provide visibility into performance, workload, and service delivery outcomes.
• Review client data to identify trends, risks, and growth opportunities.
• Convert complex information into concise insights and strong executive narratives.
• Develop and present high-impact presentations and structured problem-solution recommendations for internal and client audiences.
• Ensure reporting remains accurate, consistent, and aligned with both client expectations and firm standards.
• Collaborate with clients to understand changing legal and operational needs and recommend practical solutions.
• Identify opportunities to improve service quality, increase efficiency, and strengthen the overall client relationship.
• Turn insights into actionable strategies that support productivity, profitability, and long-term partnership value.
• Contribute to growth and retention by aligning client needs, operational delivery, and firm capabilities.

What Success Looks Like

• Trusted, well-aligned relationships across legal, operational, and executive stakeholders.
• Consistent and high-quality governance communication across the client organization.
• Proactive management of issues, escalations, and delivery risks.
• Clear, insightful reporting and polished executive communication that supports decision-making.
• Visible gains in operational efficiency, performance, and client satisfaction.
• A structured and scalable program model that reduces complexity and supports expansion.

Qualifications

• A bachelor’s degree in business, operations, or a related area, or equivalent professional experience.
• 12–15+ years of experience in program management, consulting, client management, or operations leadership, ideally with complex clients.
• Experience in or around legal services, law firms, or other professional services environments.
• Proven experience managing large, complex client relationships with multiple stakeholders and high expectations.
• Experience leading or working within a PMO, VMO, or governance-focused function.
• Strong executive presence and communication skills, including the ability to influence senior leaders.
• Strong analytical capability and the ability to convert data into practical action.

Preferred Background

• Consulting or advisory experience, including exposure to firms such as Deloitte or Accenture.
• Experience supporting managed services, alternative legal services, or large-scale matter portfolios.
• Demonstrated success in building scalable operational frameworks for client-facing work.

Core Competencies

• Executive communication and storytelling
• Structured problem-solving with a consulting mindset
• Stakeholder management and influence
• Operational discipline and strong attention to detail
• Ability to bring clarity to complex situations
• Ownership mindset with a bias toward action

Additional Information

This role is based in Richardson, Texas and is an onsite full-time position.

The company offers competitive pay, a discretionary annual bonus, a team-oriented culture, and a strong benefits package. Benefits include medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and a 401(k) plan with company match.

BAL is an equal opportunity employer and does not discriminate or tolerate harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, or any other protected characteristic.

The company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a current executed Recruitment Services Agreement, BAL has no obligation to pay referral or recruiter fees. Unsolicited resumes or candidates may be considered company property, and the company may hire such candidates without financial obligation to the submitting party. Agencies interested in becoming recruiting partners may share their contact information with Recruitment@BAL.com.

Important Note

An individual in this role must be able to perform each essential duty satisfactorily. The listed requirements represent the knowledge, skills, and abilities needed for the position and are not intended to cover every possible duty, responsibility, or qualification.