Senior Client Service Operations Manager
New
P
ProofLegal services
Remote (West Coast) or Onsite in Southfield, Michigan office, Align with PT / west coast business hours (12-8pm ET)Full-TimeManager
SalarySalary Range $120,000-$140,000 depending on experience. Eligible to participate in company bonus plan.
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Job Details
- Experience
- 7+ years of operations experience, including 2+ years managing managers
- Required Skills
- Operations ManagementProcess improvement
Requirements
- 7+ years of operations experience, including at least 2+ years managing managers.
- Demonstrated track record of owning and materially improving function-level KPIs.
- Proven experience as a people leader with success in developing managers and managing performance.
- Strong analytical and structured-thinking skills with the ability to build and defend operations roadmaps.
- Excellent executive communication skills, credible in front of senior leadership and enterprise clients.
- Strong preference for experience in legal services, service of process, or regulated-industry operations.
- Bachelor's degree in Business, Operations, or a related field.
- Advanced degree or Lean/Six Sigma certification is considered a plus.
- Ability to work during West Coast business hours (12-8pm ET) with flexibility for escalations.
Responsibilities
- Manage 3–5 Operations Managers, focusing on leadership development, performance calibration, and succession planning.
- Design and implement the operations service model, including tiering, response standards, and escalation paths.
- Own the operations metrics framework and executive reporting, ensuring data accuracy and actionable insights.
- Partner with Product and Legal Operations to set tool standards and ensure compliance with regulatory and contractual requirements.
- Own the server partnership model, including the selection, development, and pricing strategy for the contractor network.
- Lead cross-functional initiatives with CS, Sales, Product, and Legal to address systemic operational issues.
- Drive a culture of visibility and accountability, ensuring the team absorbs growth and strategic pivots while maintaining SLAs.
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