Queue Manager (DDS – Chicago, IL)

Job Title: Queue Manager
Category: Operations
Department/Group: DDS
Travel Required: <10%
Location: Chicago, IL
Position Type: Full-time, Exempt

Position Summary:

The Queue Manager (QM) serves as a Senior Process Engineer (SPE) responsible for work order acceptance, assignment, and progress monitoring. The QM acts as an internal liaison for the DDS team and an external point of contact for the Client Services (CS) and Forensics (FOR) teams regarding project status.

The QM may also serve as a shift supervisor, assisting with hiring, training, supervising, and mentoring Data Analysts (DAs). Additionally, the QM ensures seamless handoff of ongoing operations between shifts.

Essential Job Duties:

• Interpret job requirements and plan workflows to ensure output meets specifications.
• Apply critical thinking to select appropriate process platforms, tools, and compliance measures.
• Review and approve, modify, or reject work order requests within set timeframes.
• Maintain communications with DDS divisions regarding work order priority and deadlines.
• Provide status updates to Client Services and Forensics teams, addressing exceptions and issues.
• Ensure work orders progress efficiently toward completion.
• Develop and document process workflows for consistency and quality control.
• Train and mentor team members, ensuring operational goals are met.
• Monitor team performance, provide coaching, and identify training needs.
• Troubleshoot technical challenges and under-performing system configurations.

Qualifications & Experience Requirements:

• 5+ years of experience in forensic investigation, electronic discovery, or litigation support management.
• 5+ years of experience working with Relativity or Nuix.
• Strong technical writing skills, including the ability to analyze and document processes.
• Proven team player experience, working within a multi-functional team environment.
• Ability to work under pressure, multi-task, and prioritize work assignments to meet deadlines.
• Strong technical expertise with eDiscovery platforms, including Relativity, Nuix, LAW, FTK.
• Willingness to learn and adapt to a dynamic work environment.

Preferred Education & Certifications:

• Bachelor’s degree in Business, Information Systems, Mathematics, Statistics, Economics, or related field.
• Relativity or SME certification preferred or equivalent experience.

Company Benefits:

• Medical, Dental, and Vision Insurance
• Life, Short- and Long-term Disability Insurance
• 401(k) eligibility after 90 days
• Paid Time Off (PTO) and Paid Holidays

Work Environment:

Chicago, IL

Queue Manager: $85,00 – $110,000