Steno

Manage deposition orders, scheduling, and issue resolution for AmLaw firm clients while supporting account growth and product education. | Requires at least three years in account management, customer success, or customer service within the legal industry, along with strong communication, organization, and deadline-management skills. | On a regular basis you will Be the primary day-to-day contact for your assigned AmLaw firms, delivering white-glove, personalized service shaped around each firm's preferences and workflows Partner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship Review and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location Triage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they're done Spot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines Own first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people De-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy Keep clients informed with proactive updates and get ahead of questions before they become concerns Share what you're seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes Educate clients on Steno's products, services, and best practices, and flag opportunities for firms to get even more from our technology Pitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs You're gonna crush it if You have 3+ years of experience in account management, customer success, or customer service in the legal industry You have a client-first mindset and a track record of delivering responsive, dependable, high-touch service You're known for your attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences You communicate clearly and confidently in writing and by phone, including through difficult conversations You thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball You think critically, dig into root causes, and know when to escalate You're comfortable moving between multiple platforms and using data to spot trends and make decisions You take ownership, hand off cleanly, and see issues through to resolution You're adaptable, collaborative, and energized by a changing workload You're available to participate in after-hours coverage when needed You're available to work core business hours in the Pacific timezone Compensation & Benefits Pay - $85,000-$95,000 Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks 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 company-provided 401(k) account A home office setup and a monthly stipend to offset internet and phone costs 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. Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information. Steno uses AI-assisted tools to help review applications and identify candidates whose experience aligns with the role. All hiring decisions are made by our People team, and a member of our team will personally reach out to candidates selected to move forward in the process.

Lead cross-functional programs and design scalable systems for provider operations while managing project managers and evaluating automation tools. | 6+ years in operations or program management with strong communication, data fluency, and ability to lead without formal authority. | On a Regular Basis, You Will Partner with the Sr. Director to define and prioritize quarterly initiatives that span multiple pillars or require cross-functional coordination, developing 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 outcomes—both quantitative (fill rate impact, cost savings, cycle time) and qualitative (process improvement, team alignment) Work with pillar leaders to document how core functions actually operate and design systems and tooling that scale processes without scaling headcount — playbooks, checklists, SLAs, decision trees that a new team member can execute on day one Audit for gaps, redundancies, and hand-off friction; recommend changes and track implementation Act as the connective lens across Quality of Service, Staffing, Experience, Growth, Analytics, Strategy & Programs — collecting signals from each pillar 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 that affect provider strategy Manage project managers, developing their scope and mentoring them into more complex projects Evaluate automation and AI tools with pillar leaders, knowing where technology truly changes the economics versus where it adds unnecessary complexity You’ll Thrive in This Role If You’ve successfully managed 3+ concurrent programs across multiple teams without formal authority over those teams; you’re comfortable with ambiguity and track dependencies naturally You’ve built or substantially improved a repeatable process that scaled with the business; you understand how to balance documentation with flexibility and standardization with local adaptation You operate effectively without positional authority and can present trade-offs to senior leadership, influencing decisions even when stakeholders disagree You’re data fluent with the ability to self-serve data to identify problems, track progress, and make trade-off calls You ship — you set realistic plans, track against them, course-correct when needed, and avoid both paralysis by analysis and skipping necessary planning You have experience at a high-growth company, especially in supply-side, logistics, or marketplace operations where you’ve seen how ops scales You’ve managed one or more direct reports and developed them into independent operators You communicate clearly and present ideas to senior leadership without jargon; clear communication signals you actually understand something You’re comfortable with ambiguity and have made progress in environments where the mandate was clear but the path wasn’t Qualifications 6+ years of experience in operations, business operations, or program management—or equivalent leadership impact in a relevant domain Demonstrated track record of managing cross-functional work without positional authority Strong written and verbal communication skills Comfort with ambiguity and high-stakes decision-making with incomplete information Nice to Have Supply-side ops, provider/marketplace operations, or recruiting/staffing supply chain experience Work in regulated industries or organizations with complex external stakeholder management (e.g., gig economy, healthcare staffing, field services) Hands-on experience evaluating and implementing new tools or automation technologies Facilitation or workshop design skills — you’ve led strategic planning sessions or cross-team retrospectives Compensation & Benefits Salary: $135,000-$165,000 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 company-provided 401(k) account A home office setup and a monthly stipend to offset internet and phone costs 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, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information. Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. All hiring decisions are made by our People team.