Service Manager

Location: Full Time in Person in Detroit, MI

About Us

We're Proof, a startup in the legal tech industry. We've built a best-in-class legal services platform used by thousands of law firms with a sustained average growth rate of over 10%. Our marketplace platform helps law firms and pro se parties access more efficient, transparent, and accessible legal services that are not traditionally available to everyone. Our primary services are Service of Process and E-Filing. We currently support over 3,000 law firms throughout the US and countless pro se parties.

We welcome people from all backgrounds who seek the opportunity to help build a future where access to legal services is readily available, affordable, and efficient. Work with us if you have the curiosity, passion, and collaborative spirit to achieve the fundamental change in an outdated industry.

About the Role

The Platform Operations team bridges marketplace operations and customer support. As a Service Manager, you will lead a dedicated team of Specialists who ensure seamless execution of jobs on the platform, all within a performance-focused and customer-centered environment. By applying hands-on leadership, and a focus on continuous process improvement, you will play a key role in maintaining business health and driving the success of our clients and service providers. You'll be responsible for ensuring your team completes tasks efficiently and in compliance with standards, all while delivering an exceptional end-to-end experience.

Internally, you will collaborate closely with cross-functional stakeholders to identify and resolve issues, develop policies, establish best practices through process design, and enhance efficiency in daily operations. Externally, you'll engage with Proof’s while working alongside internal teams to ensure an exceptional experience for all parties involved.

This position requires you to be able to roll up your sleeves and operate at the ground level while also developing strategy and executing incremental process improvements.  We're seeking someone who’s equally passionate about the big picture and refining processes to achieve operational excellence and deliver top-tier customer experiences.

Your responsibilities include optimizing operational efficiency, ensuring service quality, leading internal product development, and managing a team of Senior Managers, all while fostering a culture of coaching and delivering an exceptional customer experience. The Service Manager role covers a wide scope—market growth strategy, service quality, product development, team leadership, and customer satisfaction. Success in this role hinges on fully understanding your team and taking ownership of its performance. It’s a unique blend of creativity, leadership, and execution.

Core Objectives

• Lead your team with empathy to ensure that they are providing the highest quality of service possible.
• Oversee your team’s provision of a delightful experience to our clients and providers on both sides of the marketplace.
• Ensure the successful completion of platform jobs through dedicated timeline and requirement management.
• Implement service policies and procedures tailored to the needs of customers.
• Adapt quickly in a fast paced environment where you will actively participate in and influence organizational change and improvements.

What You'll Do

• Develop and lead a team of experienced and passionate people towards building Proof operations
• Work closely with the Senior Functional manager to drive performance and cultivate success through managing efficient operations and user experience
• Manage team performance using data driven metrics and strategies
• Conduct performance evaluations and implement strategies to enhance team skills and productivity
• In collaboration with your manager you will ensure successful implementation of strategic partnerships, including establishing benchmarks/ goals to measure progress, holding teams accountable, and ensuring incremental improvement
• Resolve escalated issues and concerns promptly, ensuring customer satisfaction and adherence to state and local regulations.
• Work cross-functionally within Proof, with a heavy focus on partnering with product and growth teams to maintain a delightful customer experience
• Collaborate with other departments and your team to help scale our markets through developing and sharing best practices
• Enforce processes by identifying new and better ways to service work on the platform then support documentation, roll-out and enforcement of compliance of processes
• Respond to independent server partner and client questions, concerns and feedback via chat to deliver quality service
• Exercise best judgment to provide clear and professional written communications to independent service partners and clients on our platform
• Observe, review, and analyze processes to identify inefficiencies and work with a Team Lead and service specialists to identify areas of improvement
• Cultivate success through managing efficient operations and user experience 
• Identify, solve, and escalate platform issues and opportunities 
• Oversee the day-to-day operations of the server team, including managing staff schedules, approving time off requests and resource allocation for weekend/holiday coverage to ensure seamless process of service and client communications

Basic Qualifications

• 5+ years of strong management of teams and of individuals
• 3+ years of professional work experience in legal operations, consulting, operations, strategy, or customer service 
• Team management experience, including managing large teams, development and coaching skills, and driving a high level of success
• Strong process documentation and enforcement skills 
• Strong collaboration and stakeholder management skills - building deep, trust-based relationships with internal and external partners to achieve Proof’s goals
• Experience with data-driven process improvement identification and execution
• Strong time management, organization, and communication skills
• Ability to prioritize and execute on multiple projects within stated deadlines
• Adaptable attitude towards change and comfort working in a fast paced environment with the ability to rapidly embrace new technologies and procedures
• Ability to self manage work and performance in a remote work environment spanning multiple time zones
• Proficiency in MacOS, Google Suite (Gmail, Sheets, Docs, Slides), and camera enabled virtual communication
• Must be able to come into the downtown Detroit office 5 days per week

Preferred Qualifications

• Bachelor’s degree preferred
• Paralegal or law firm experience is highly preferred
• Previous experience with double-sided marketplace platforms or in the legal tech, service of process, or other legal service industries
• Experience leading a team and driving a high level of success
• Accustomed to documenting your work as you go and communicating with a cross-functional audience 
• Experience working closely and communicating effectively with a diverse set of stakeholders in a constantly evolving, rapid-growth environment with tight deadlines
• High energy working style and optimistic attitude toward overcoming challenges

Compensation

• Salary $70,000-$80,000 per year, based on experience and location
• Eligible to participate in company bonus plan

Benefits

• Full-time, salary position
• Medical, dental, vision, disability insurance, and 401K available
• Flexible time off (paid planned and sick time, and paid holidays)

Application Deadline:

November 22, 2024

E-Verify

This company participates in E-Verify, for more information view the Participation and Right to Work Posters.