Senior Client Service Operations Manager - Western (Remote)

• 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, escalation, and retirement. Own the pricing and assignment model at the function level. The function's reputation in the server network is a strategic asset.

• Manager Development: Manage 3–5 Operations Managers. Own leadership development, succession planning, manager training, and performance calibration. Make the call on hiring, promotions, PIPs, and terminations. The strength of the Manager bench is the primary measure of this role.
• Management Standards: Set the management standard — 1:1s, performance conversations, coaching, team rhythms — and audit adherence. Create an environment where Managers make decisions, take risks, and learn from mistakes without thrashing.
• Communications Operating Model: Set the communication operating model across Operations: cadences, escalation paths, written standards, executive reporting. Own the narrative on operational performance — what's working, what isn't, what you're doing about it.
• Cross-Functional Leadership: Own the cross-functional operating model for how Ops works with CS, Sales, Product, Marketplace, and Legal. Bring problems with proposed solutions. Be credible in front of senior leadership, enterprise clients, and the operations floor.
• Culture & Visibility: Build a culture where people raise issues without fear. Be available to skip-level reports without undermining Managers. Be visible enough that Specialists know who you are and what you stand for.

• Operations meets or exceeds SLA, quality, and cost targets across all teams, with measurable improvement on at least two
• A documented operating rhythm, metrics framework, and escalation model are in place and followed without your active enforcement
• At least one Operations Manager is developed to credibly backfill your role on an interim basis
• Executive leadership describes Operations as a strategic partner — not a function to be managed
• You've identified the next 2–3 structural changes required for the next year of growth and built the plan to get there

• 7+ years of operations experience, including 2+ years managing managers; high-growth, service-delivery, or regulated-industry experience strongly preferred
• Demonstrated track record owning function-level KPIs at scale and materially improving them — you can show what you changed, why, and what moved
• Proven people leader: can speak in detail about Managers developed, hard calls made, and bench strength built
• Strong analytical and structured-thinking skills; comfortable building and defending an operations roadmap tied to company strategy
• Excellent executive communication; credible across senior leadership, enterprise clients, and the operations floor
• Experience in legal services, service of process, regulated operations, or complex service-delivery environments strongly preferred
• Bachelor's degree in Business, Operations, or related field; advanced degree or Lean/Six Sigma certification a plus

• Full-time, remote position
• Must be available during West Coast business hours (12-8pm ET), with flexibility for escalations and coverage needs outside of them
• Two work-from-home days per month
• Health benefits including vision and dental; flexible time off
• Salary Range $120,000-$140,000 depending on experience. Eligible to participate in company bonus plan.

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