Manager, Fulfillment - Hybrid: Dallas, TX

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Wolters Kluwer:
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Office

Location:

1999 Bryan Street Dallas, TX 75201

The Fulfillment Manager role offers growth potential opportunities, professional development, an engaging team environment, and amazing benefits.

The Manager, Fulfillment leads a team of fulfillment professionals responsible for delivering accurate, timely, and reliable Service of Process, Agent Services, and related compliance services to customers. This is a hands‑on operational leadership role within the Fulfillment Center of Excellence, overseeing a high‑volume environment where accuracy, quality, responsiveness, and strong team performance are critical. The Fulfillment Manager is responsible for ensuring incoming legal documents are properly received, processed, scanned, reconciled, and ultimately delivered to customers within established service expectations.

The ideal candidate is a people‑focused operational leader who thrives in a fast‑paced environment, can effectively manage competing priorities, and understands the importance of balancing productivity with quality and customer commitments. In addition to leading day‑to‑day operations, the Manager partners with teams across Service, Sales, Product, Technology, Compliance, SOP Support, Reconciliation, and Offshore Operations to resolve issues, improve processes, and deliver a consistent customer experience.

• Lead and Develop the Fulfillment Team. Lead, coach, and develop a team of fulfillment professionals responsible for high‑volume Service of Process and related compliance workflows.
• Establish clear expectations for productivity, quality, accuracy, service levels, and customer experience.
• Monitor individual and team performance and provide ongoing feedback, coaching, and support.
• Build a collaborative, accountable team environment focused on operational excellence and customer service.
• Identify training needs and ensure team members have the knowledge and resources needed to perform their responsibilities effectively.
• Manage daily staffing, workload distribution, priorities, and capacity to meet business and customer requirements.
• Oversee Service of Process Operations:
  Manage the daily intake and receipt of legal documents and Service of Process. Ensure incoming work is accurately received, processed, scanned, and routed for fulfillment.
• Monitor scanning quality and accuracy and address issues or gaps promptly.
• Ensure all Service of Process received at the location is appropriately processed and ultimately delivered to customers.
• Monitor workflow throughout the day and adjust priorities as needed to maintain service commitments.
• Ensure customer deliverables are completed accurately and within established turnaround times.
• Provide hands‑on operational support when needed to meet customer commitments and business priorities.
• Manage Quality, Accuracy & Reconciliation:
  Maintain high standards for operational accuracy and quality in a high‑volume environment.
• Monitor daily workflow and operational trends to identify risks, recurring issues, and opportunities for improvement.
• Verify end‑of‑day totals and reconcile incoming work against completed and outgoing work.
• Partner with SOP Support and Reconciliation teams to resolve discrepancies and ensure…