Senior Client Service Operations Manager – Western

🕒 August 31

🇺🇸 United States – Remote

💵 $120k - $140k / year

⏰ Full Time

🟠 Senior

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Proof

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

⚖️ Legal

🔌 API

💰 $5.5M Series A on 2022-03

Legal • API • Legal Services

Proof is a comprehensive API platform that enhances workflow within legal services, particularly in job management for law firms. It provides functionalities for creating, managing, and tracking legal job specifications, billing invoices, and maintaining detailed records of servee data. The platform allows law firms to streamline processes like job assignments, document uploads, notifications, and client communications, ensuring a smooth and efficient operation within the legal domain.

📋 Description

• Run the Operations function for the Western territory • Manage 3–5 Operations Managers in the Southfield, Michigan office • Own SLA, quality, productivity, cost, and retention outcomes across all client-serving teams • Design and scale the service model, including tiering, response standards, and escalation processes • Serve as operations executive sponsor for enterprise clients and participate in QBRs • Identify and prioritize high-leverage operational problems and drive multi-quarter solutions • Anticipate and prevent operational issues resulting from growth and change • Build capacity and decide what to develop internally versus source from Product or vendors • Own the QA framework, including escape rate, audit posture, defect rate, and billing accuracy • Build an operations function resilient to growth, M&A, regulatory change, and strategic pivots • Own the Operations metrics framework and executive reporting • Set tool fluency standards and partner with Product on the tool roadmap • Own compliance interpretation and operational adherence to legal, regulatory, and contractual requirements • Own the process-server partnership, pricing, assignment, development, escalation, and retirement models • Lead manager development, succession planning, training, performance calibration, hiring, promotions, PIPs, and terminations • Set and audit management standards, communication cadences, escalation paths, written standards, and executive reporting • Lead cross-functional collaboration with Client Services, Sales, Product, Marketplace, and Legal • Build a culture where issues are raised openly and maintain visibility across the organization • Deliver first-year outcomes including improved SLA, quality, and cost targets; documented operating and escalation models; manager succession readiness; strategic-partner status for Operations; and a plan for the next 2–3 structural changes

🎯 Requirements

• 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 • Proven people leadership, including developing Managers, making difficult decisions, and building bench strength • Strong analytical and structured-thinking skills • Ability to build and defend an operations roadmap tied to company strategy • Excellent executive communication 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 • Must be available during West Coast business hours (12-8pm ET) • Must comply with applicable U.S. work authorization requirements; company participates in E-Verify

🏖️ Benefits

• Health benefits including vision and dental • Flexible time off • Eligible to participate in company bonus plan • Remote work arrangement • Flexibility for escalations and coverage needs outside West Coast business hours