Senior Client Service Operations Manager
New
P
ProofLegal Services
Remote - United States, Must align with PT / west coast business hours (12-8pm ET)Full-TimeManager
Salary$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
- Data AnalysisPeople ManagementOperations ManagementQuality Assurance
Requirements
- 7+ years of professional operations experience.
- 2+ years of direct experience managing managers.
- Proven track record of owning function-level KPIs at scale and driving measurable improvements.
- Strong analytical and structured-thinking skills with the ability to build and defend an operations roadmap.
- Excellent executive communication skills; comfortable presenting to senior leadership and enterprise clients.
- Ability to work during West Coast business hours (12-8pm ET).
- Bachelor's degree in Business, Operations, or related field.
- High-growth, service-delivery, or regulated-industry experience strongly preferred.
- Experience in legal services, service of process, or complex service-delivery environments preferred.
- Advanced degree or Lean/Six Sigma certification is a plus.
Responsibilities
- Manage 3–5 Operations Managers, including leadership development, performance calibration, and hiring decisions.
- Design and scale the service model, including tiering, response standards, and escalation paths.
- Own the operations metrics framework and executive reporting for the Western territory.
- Set and enforce quality assurance frameworks, including audit posture, defect rates, and billing accuracy.
- Partner with Product and Legal Operations to set tool standards and compliance interpretation frameworks.
- Serve as the operations executive sponsor for enterprise clients and participate in QBRs.
- Manage the server partnership model, including selection, development, and assignment strategies.
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