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

For Process Servers Pricing & Service Areas Pricing & Service Areas Pricing Look up by Address Service Areas Services The Perfect Legal Platform Service of Process Skip Tracing Hire a Process Server Integrations FileVine Litify Clio MyCase SmartAdvocate API Docs I like that I can track the progress of the service and that I receive email updates. I will be sure to use Proof when I have to serve again. Jennifer Duran Colorado AG's Office See all success stories Problems We Solve The Perfect Legal Platform For Law Firms For Creditors' Rights Law Firms For Individuals For Government For Companies For Law Enforcement Property Management Resources Learn Company News Service of Process Rules Industry Events Press Success Stories ROI Calculator Law Firms Property Management Collections Integrations & Partnerships Integrations Associations Senior Client Service Operations Manager - Western (Southfield, MI) Southfield, Michigan Operations Western Client Service Operations, Senior Manager Client Service Operations Full-Time Leadership Role Onsite in Southfield, Michigan office Schedule to align with PT / west coast business hours (12-8pm ET) About Proof Launched in 2018, Proof is a national platform for service of process supporting thousands of law firms across the United States. We connect law firms with process servers and enable electronic court filing through a modern, technology-driven platform - automating document ingestion, compliance, real-time job matching, and integrations with leading legal software. Today, Proof delivers over 60,000 documents per month through a network of ~2,000 contracted process servers. Role Overview The Senior Operations Manager runs the Operations function, not a team within it. You manage 3-5 Operations Managers and own the operating model itself: how Operations is structured, what it measures, how it makes decisions, and how it scales. Your job is to make your Managers successful - not to do their jobs. Operations runs predictably through growth, change, and pressure because the system you've built holds it together.

COMPETENCY FRAMEWORK

Execution & Quality Function-Level Outcomes: Own SLA, quality, productivity, cost, and retention across all teams. When the function misses, you own the diagnosis and the fix. Service Model Design: Design the service model (tiering, response standards, escalation) and deliver against it at scale. Serve as operations executive sponsor for enterprise clients; participate in QBRs. Problem Prioritization: Identify and prioritize the highest-leverage operational problems; kill work that doesn't move the needle. Diagnose systemic issues - capacity, structure, incentives, tooling - and drive multi-quarter solutions. Anticipation & Prevention: Anticipate second- and third-order effects of change. Drive initiatives that prevent next year's problems, not just fix this quarter's. Capacity Building: Build capacity without proportional investment. Make deliberate choices about what to build internally vs. source from Product or vendors. QA Framework Ownership: Own the QA framework across teams: escape rate, audit posture, defect rate, billing accuracy. Set and enforce the standard for what 'good' looks like. Organizational Resilience: Build an operations function that absorbs growth, M&A, regulatory change, and strategic pivots without breaking SLAs. Model composure under sustained pressure. Technical Expertise Metrics Framework: Own the Operations metrics framework: what we measure, what 'good' looks like, and what triggers action. Build executive reporting where numbers are right, narrative is honest, and recommendations are specific. Tool Standards: Set tool fluency standards across teams. Partner with Product on the tool roadmap. Don't tolerate manual workarounds that should be automated. Compliance Interpretation: Own the compliance interpretation framework; partner with Legal Operations on a defensible standard. Ensure operational adherence to legal, regulatory, and contractual requirements across service of process and court filing. Server Partnership Model: Own the server partnership model: selection, development, #J-18808-Ljbffr Blue Heron Capital