Client Service Operations Manager

Client Service Operations, Manager

Client Service Operations
• Southfield, Michigan
• Full-Time

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 Operations Manager runs a service-delivery team end-to-end - directly managing Specialists, and accountable for the team's KPIs, client experience, and people development. The defining shift from Senior Specialist to Manager is people leadership; everything else in this role is downstream of doing that well. The role is evaluated against Proof's competency framework, organized into three areas:
Execution & Quality, Technical Expertise, and Communication & Collaboration.

COMPETENCY FRAMEWORK

Execution & Quality

• Critical Thinking & Problem Solving: Diagnose at the team and workflow level - distinguish one-off issues from systemic ones. Decide under uncertainty and document reasoning so calls are auditable. Own root-cause analysis through to verification. Escalations come with a recommendation.
• Inquisitive: Ask why your team's metrics moved, not just whether they hit. Pull threads on weak signals before they become problems.
• Proactive: Anticipate problems before they hit - capacity, volume spikes, client risk, talent gaps - and bring them up with proposed fixes, not just warnings.
• Resourceful: Solve with what you have. Build team-level fixes that don't require new budget or new tools. Leverage peers and other teams effectively to unblock your team.
• Owner Mindset: Held accountable for the team's KPIs, people, and escalations. Surface blockers with proposed solutions.
• Customer-Service Focused: Accountable for the client experience your team delivers; hitting SLA is the floor, client outcomes are the bar. Operations point of contact for assigned strategic clients. Build operational empathy on the team.
• Responsible / Reliable: Do what you say you're going to do; the team plans against your commitments. Own mistakes without deflection. Close loops without being chased.
• Flexible / Adaptable: Translate organizational change into clear team direction within days, not weeks. Stay steady during incidents and reorganizations - the team's stress tracks below your own.
• Attention to Detail: Held accountable for the team's escape rate. Own the QA program: what gets checked, how often, by whom. Spot quality drift in trend data before it shows up in client complaints.

Technical Expertise

• Computer Proficient: Fluent in the team's full tool stack - Proof platform, Omni, spreadsheets, Slack workflows. Set the standard for tool fluency on the team.
• Data Acumen: Fluent in Omni and Excel; pull and act on team-level data without waiting for someone to build the report. Define and track KPIs that matter; push back on vanity metrics. Present data clearly to leadership and the team.
• Legal Document Knowledge: Accountable for the team's compliance with service-of-process and affidavit requirements. Partner with Legal Operations on ambiguous interpretations.
• Service Specialist Craft: Accountable for the team's research and craft quality - not personally executing the hard cases. Own the team's server-network relationships and the pricing/assignment framework. Coach Specialists through their hardest interactions.

Communication & Collaboration

• Mentorship & People Leadership: Directly manage Specialists; own hiring, onboarding, performance reviews, coaching, promotions, PIPs, and terminations. Run bi-weekly 1:1s with Senior Specialists and monthly 1:1s with team members. Develop at least one Senior Specialist toward the next level at all times.
• Effective Communication: Set the communication standard for your team. Deliver hard feedback directly. Handle high-stakes client escalations end-to-end. Document decisions so the team can operate without you in the…