1000+ Best customer service team leader Jobs in Hoboken, New Jersey (May 2026) - page 11

Director of IP Operations

19 days ago

New York

Director of IP Operations Cooley is seeking a Director of IP Operations to join Cooley's IP team. About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley's success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a 'one-firm' culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do. *Hybrid Schedule Philosophy: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for most employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office. Your supervisor will share more details about the hybrid schedule expectation for this role. Position summary: The Director of IP Operations is responsible for oversight of all aspects of IP operations (including applicable IP business professional management) within the IP operations teams. This role also drives IP Best Practice (BPC) initiatives as well as new and continuous learning and professional development opportunities for practitioners and business professionals. Specific duties and responsibilities include, but are not limited to, the following: Position responsibilities: Operations: • Systematically review processes and systems that support the Patent and Trademark, Copyright, and Advertising (TCA) practices. Identify issues, compliance, other risks and team priorities and propose process and systems improvements, • Develop methods for conducting quality control review of Patent docketing processes to ensure accuracy, consistency and adherence to the rules of 37 C.F.R., TMEP, and foreign national patent offices to ensure compliance with practice and firm risk management guidelines, • Monitor, review, and recommend new materials and resources that have the potential to improve management of the practices or to assist the practitioners/fee-earners/lawyers in providing enhanced service, • Interface with other firm departments to determine best practices and implement efficient workflow and integration points that will make the daily functions of the IP Services more efficient and will enable better collaboration as it relates to intakes and transfers, disengagements, electronic file management, and supporting marketing and business development initiatives, • Oversee IP systems team, including responsibility for the efficient operation of the IP Management System and other systems and software supporting IP Services, and the Patent and TCA practices, • Work collaboratively with Legal Intelligence, Technology, and Practice Innovation teams to ensure technology and specialized resources are adequately vetted, costs considered, and that IP Servies and Patent and TCA practitioners have the resources they need, • Effectively delegate tasks across the direct report manager and supervisor teams, • Establish accountability processes to ensure efficiency and accuracy of services provided, • Develop matrices to measure, evaluate and report on the effectiveness of the operations teams, • Coach and develop direct report managers and supervisors to achieve high client service and operational quality, consistency and high-level customer service, • Manage fixed fee and flat fee billing structure, analysis of costs, competitive data, and realization tracking making timely recommendations for change and improvement, • Together with the Director of Client Accounts and IP Services management, recommend and implement improvements to billing processes, • Lead practice, policies and procedures trainings and related trainings for new group intakes Best Practices (BPC): • Drive all functions of the US Patent Best Practices Committees with guidance from the Committee Chairs and Director of IP Services. Engage all members of BPC to maximize their contribution to the Committee, • Develop and coordinate methods to ensure implementation of BPC policies and directives, collaborating with the Patent Leadership Committee, practice group Resource Attorneys, the Director of IP Client Service, and IP Services management, • Facilitate patent and/or TCA Resource Attorney utilization by raising awareness about the purpose and focus of the role and by ensuring questions, requests, and projects that fall outside of the scope are directed and handled by the appropriate individual(s), • Responsible for all new (in collaboration Legal Talent and the applicable Resource Attorney/BPC) IP timekeeper/fee-earner supplemental orientation and onboarding, • Ensure that both practice-specific content and procedural training is effective, timely, complete and in compliance with IP procedures and BPC practices IP Services learning and development: • Ensure that substantive training and development materials and learning paths created by various IP managers and supervisors is consistent and aligned with department goals, • Collaborate with the Director of IP Client Service and IP Services management regarding course and curriculum content and effectiveness. Attention is to be given both at the specialist group level as well as to individual IP practice team assistants, trainees, and specialists. The goal of this program is to develop and retain highly qualified and efficient staff specialists who provide superior client service, • Work closely with HR, including the Associate Director of Development & Coaching (Business Professionals), to develop and monitor soft skills training and learning paths offered by HR. Promote business professional coaching offered through HR Local office IP support: • Serve as local office IP Services management resource overseeing daily operations to ensure group-wide services are effective, • Proactively engage with practitioners and business professionals, developing working relationships to be an effective gateway to all services of the IP Services department, • Assist with troubleshooting issues and work closely with IP Management team to provide responsive and efficient people or systems support to meet practitioner and client needs General responsibilities: • Prepare and deliver oral and written communications that are concise, convey tenacity, enthusiasm and innovative thinking, • Perform as a strategic partner to nurture new ideas and concepts. Identify, lead and manage innovative approaches to business challenges and work with the Patent Leadership Committee, IP Management, BPC and other departments to evolve operations and system processes that increase efficiency and mitigate risk, • Moderate and facilitate meetings comprised of IP partners, associates, practice group professionals and other administrative personnel; set and manage realistic expectations for project deliverables; put ideas into a practical context and coordinate efforts of multi-disciplinary teams to meet project deliverables, • Continuously review productivity and efficiency of employees; coordinate with HR to recommend educational opportunities to provide training that will enhance employee performance, • Provide day-to-day supervision of direct reports, ensure compliance with assigned work hours and monitor for compliance with all firm and department policies. Review and process time logs as needed (pertains to non-exempt direct reports), • Participate in hiring, performance appraisals, counseling, terminations and other employee lifecycle events in conjunction with HR, IP Senior Staffing & Employee Resource Manager and direct manager, • Keep Director of IP Services apprised of all business professional and management performance problems (managed day-to-day by the HR Business Partner, IP Senior Staffing & Employee Resource Manager, and direct manager), • Work closely with HR, Director of IP Services, IP Senior Staffing & Employee Resource Manager, and direct reports to ensure all performance concerns are properly documented and addressed, • In coordination with HR, prepare and maintain detailed and timely performance counseling notes, • Immediately report all risk management-related concerns following proscribed risk reporting process detailed in both the Patent Policies & Procedures and TCA Manuals, • Independently manage and work collaboratively on special projects, • Provide backup to IP management team members, as required, • Work within the guidelines of established IP principles and practices, • All other duties as assigned or required Skills & experience: Required: • After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications, • Ability to work extended and/or weekend hours, as required, • Ability to travel, as required, • Bachelor's Degree or creditable experience, • Minimum 10 years' directly applicable IP experience with 5+ years' experience at a manager level with a professional services firm, preferably a law firm, • Proven experience managing, developing and mentoring managers and teams across functional areas of responsibility, • Project management experience, • Proven ability to identify and analyze complex issues and problems in management areas, and recommend and implement effective solutions Preferred: • Experience in a professional services or law firm environment, with proven ability to coach and motivate, • Experience researching IP status and history in PTO databases, including USPTO systems (PatentCenter, TSDR), WIPO Patentscope and Madrid Monitor, the EPO Patent Register, and EUIPO eSearch, as well as public databases in other jurisdictions, • Possess working knowledge and keep abreast of rules according to USPTO procedures, 37 C.F.R., the Manual of Patent Examining Procedure (MPEP) rules, and the Trademark Manual of Examining Procedure (TMEP) Competencies: • Work effectively and collaboratively as a team leader and member, • Interpret, clearly communicate and effectively enforce policies and procedures, • Maintain high standards for internal/external client service and quality control, • Unwavering ability to handle and maintain confidentiality regarding firm information, projects, client data (if applicable), • Inspire and lead in a way that gets the best contribution from a wide range of team members, • Champion and promote creativity and inclusion to help drive positive change, • Ability to work independently and under pressure/tight time constraints, • High aptitude for multi-tasking, • Creative and entrepreneurial approach to problem-solving and process improvement, • Strong analytical ability and implementation skills, • Strong project management skills, • Flexible and agile, ability to reprioritize with changes in the business, • Ability to meet deadlines and effectively complete operational and project-based assignments, • Strong initiative and a get-it-done attitude, • Excellent communication, interpersonal, leadership and management skills, • Customer service oriented, as demonstrated by strong attention to detail, organization and ability to prioritize work tasks and manage deadlines based upon internal and external client needs Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE. The expected annual pay range for this position with a full-time schedule is $220,000 - $270,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 25 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.

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