Service Rig Operator Jobs in Waltham, MA (NOW HIRING)

Job Description:

The National Records Manageris responsible forleading and overseeing Records & Information Governance (RIG) operations across OpensitySolutionsclient locations. This role ensures operational excellence, compliance, and effectiveinformationlifecycle management while driving process improvements, managing client relationships, and leading cross-functional teams. The National Records Manager provides strategic and operational leadership to ensure high-quality service delivery and compliance with organizational and client standards. This position is classified asexempt.

ROLES & RESPONSIBILITIES:

• Oversee daily Records & Information Governance (RIG) operations across multiple client locations to ensure service quality, compliance, and operational efficiency.

• Lead, mentor, and develop RIG team members to support high performance, accountability, and exceptional customer service.

• Ensureappropriate operationalcoverage and support for all client offices and RIG-related activities.

• Manage vendor relationships, including review and reconciliation of invoices for offsite storage, shredding, and related records services.

• Develop, document, and improve operational processes to strengthen compliance, efficiency, and service consistency.

• Train and cross-train team members on RIG systems, policies, procedures, and operational best practices.

• Build andmaintainstrong relationships with client leadership, attorneys, partners, administrative personnel, and key stakeholders.

• Optimizethe use of technology platforms and records management systems to improve operational effectiveness.

• Collect, analyze, and report operational data toidentifytrends, support decision-making, and recommend process improvements.

• Lead and oversee records-related projects, including office relocations, restacks, closures, imaging initiatives, disposition projects, and data cleanup efforts.

• Ensure compliance with Opensity Solutions policies, client requirements, retention schedules, and information governance standards.

• Support continuous improvement initiatives that enhance operational performance, customer satisfaction, and data integrity.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strong knowledge of Records & Information Governance (RIG) principles, information lifecycle management, and records retention practices.

• Demonstrated experience managingrecordsoperations within large law firms or professional services/outsourcing environments.

• Strong leadership, coaching, and team development skills.

• Excellent written and verbal communication skills with the ability to interact effectively with stakeholders at all organizational levels.

• Strong analytical, organizational, and project management abilities.

• Ability to manage multiple priorities and complex operational projects in fast-paced environments.

• Proficiencyin records management systems, document management platforms, and operational reporting tools.

• Knowledge of offsiterecordsstorage operations and vendor management practices.

• Strong problem-solving and decision-making capabilities with attention to detail and process improvement.

• Ability tomaintainconfidentiality and manage sensitive information with professionalism and integrity.

• Customer-focused mindset with strong relationship-building and collaboration skills.

QUALIFICATIONS:

Education:
Bachelor's degree in Business Administration, Information Governance, Records Management, Library Science, or a related fieldpreferred;or equivalent professional experience.

Experience:
Minimum of 5 years of progressive Records & Information Governance operations management experience within law firms, professional services organizations, or outsourced operational environments. Experience managing teams and large-scale records projects preferred