Senior Client Service Operations Manager - Western (Southfield, MI)

Location: Full-time, in-person role in Southfield, Michigan, with two work-from-home days per month. Schedule aligns with Pacific Time / West Coast business hours, generally 12:00–8:00 PM ET.

Salary: $120,000–$140,000 per year, depending on experience, plus eligibility for the company bonus plan.

Company

Proof is a national service-of-process platform supporting law firms across the United States through document ingestion, compliance, job matching, electronic court filing, and legal software integrations.

What you will do

• Lead the Operations function and manage 3–5 Operations Managers.
• Own SLA, quality, productivity, cost, retention, and function-level KPI outcomes across Operations.
• Design the service model, including tiering, response standards, escalation paths, operating rhythms, and executive reporting.
• Build QA, compliance interpretation, capacity planning, tool standards, pricing, assignment, and contracted process-server partnership frameworks.
• Develop managers through coaching, succession planning, training, performance calibration, hiring, promotions, and other personnel decisions.
• Lead cross-functional operating models with Client Success, Sales, Product, Marketplace, and Legal, while serving as an executive sponsor for enterprise clients and participating in QBRs.

Requirements

• 7+ years of operations experience, including 2+ years managing managers.
• Demonstrated ownership and material improvement of function-level KPIs at scale.
• Experience developing managers, making difficult personnel decisions, and building leadership bench strength.
• Strong analytical, structured-thinking, roadmap, and executive communication skills.
• Experience in legal services, service of process, regulated operations, high-growth environments, or complex service delivery is strongly preferred.
• Bachelor’s degree in Business, Operations, or a related field.

Nice to have

• Advanced degree.
• Lean or Six Sigma certification.

Culture & Benefits

• Health benefits including vision and dental coverage.
• Flexible time off.
• Structured management standards, communication cadences, and escalation processes.
• Opportunity to build an Operations function that remains resilient through growth, acquisitions, regulatory change, and strategic pivots.
• Participation in the company bonus plan.