21 день назад
Senior Client Service Operations Manager - Western (Remote)
120 000 - 140 000$
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Client Service Operations Manager - Western (Remote) (Client Service Operations): Running and scaling Western client service operations for a legal technology platform with an accent on service-model design, operational quality, compliance, and function-level performance. Focus on building metrics and QA frameworks, developing Operations Managers, and solving capacity, tooling, and service-delivery challenges across a regulated environment.
Location: Remote within the United States or onsite in Southfield, Michigan. Schedule aligned with West Coast business hours, 12–8pm ET, with flexibility for escalations and coverage outside these hours.
Salary: $120,000–$140,000 annually, depending on experience, plus eligibility for the company bonus plan.
Company
Proof is a technology-driven legal services platform that supports law firms with service of process and electronic court filing.
What you will do
- Lead the Western Client Service Operations function and manage 3–5 Operations Managers.
- Own SLA, quality, productivity, cost, retention, and function-level operational outcomes.
- Design and scale service models covering tiering, response standards, escalations, and enterprise-client support.
- Build metrics, executive reporting, QA standards, compliance interpretation, and operational decision frameworks.
- Develop managers through leadership training, succession planning, performance calibration, hiring, promotions, and performance management.
- Lead cross-functional operating models with Client Success, Sales, Product, Marketplace, and Legal teams.
Requirements
- 7+ years of operations experience, including 2+ years managing managers.
- Experience owning and materially improving function-level KPIs at scale.
- Demonstrated success 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, 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.
- High-growth or regulated-industry experience.
Culture & Benefits
- Full-time remote work within the United States, with an onsite option in the Southfield office.
- Two work-from-home days per month for the onsite arrangement.
- Health benefits including vision and dental coverage.
- Flexible time off.
- Operational culture focused on transparency, issue-raising, accountability, and continuous improvement.
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