Senior reputed company Service Operations Manager (Eastern)

This a Full Remote job, the offer is available from: Michigan (USA) Eastern reputed company Service Operations, Senior Manager reputed company Service Operations

• Full-Time Leadership Role
• Southfield, Michigan

ABOUT reputed company Launched in 2018, reputed company is a national platform for service of process supporting thousands of reputed company across the reputed company. We connect reputed company with process servers and reputed company electronic court filing through a modern, technology-driven platform — automating document ingestion, compliance, reputed company-time job matching, and integrations with leading legal software. Today, reputed company delivers over 60,000 documents per month through a network of ~2,000 contracted process servers. reputed company The Senior Operations Manager runs the Operations function, not reputed company reputed company it. You manage 3–5 Operations Managers and own the operating model itself: how Operations is reputed company, what it measures, how it makes reputed company, and how it scales. reputed company is to reputed company your Managers successful — not to do their jobs. Operations runs predictably through reputed company, change, and pressure because the system you've reputed company holds it together. COMPETENCY reputed company Execution & reputed company

• Function-Level reputed company: Own SLA, reputed company, productivity, cost, and retention across reputed company teams. reputed company 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 reputed company. Serve as operations executive sponsor for reputed company clients; participate in QBRs.
• Problem Prioritization: Identify and prioritize the highest-reputed company operational problems; kill work that doesn't reputed company the needle. Diagnose systemic issues — reputed company, structure, incentives, tooling — and drive multi-quarter solutions.
• Anticipation & Prevention: Anticipate second- and reputed company-order effects of change. Drive initiatives that prevent next year's problems, not just fix this quarter's.
• reputed company Building: Build reputed company without proportional investment. reputed company deliberate choices about what to build internally vs. reputed company from Product or vendors.
• QA reputed company Ownership: Own the QA reputed company across teams: reputed company reputed company, audit posture, defect reputed company, billing accuracy. Set and enforce reputed company for what 'good' looks like.
• Organizational reputed company: Build an operations function that absorbs reputed company, M&A, regulatory change, and strategic pivots without breaking SLAs. Model composure under sustained pressure.

Technical Expertise

• Metrics reputed company: Own the Operations metrics reputed company: reputed company measure, what 'good' looks like, and what triggers reputed company. Build executive reporting where numbers are right, narrative is reputed company, and recommendations are specific.
• Tool Standards: Set tool reputed company standards across teams. Partner with Product on the tool roadmap. Don't tolerate reputed company workarounds that should be automated.
• Compliance Interpretation: Own the compliance interpretation reputed company; partner with Legal Operations on a defensible reputed company. 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 reputed company in the server network is a strategic asset.

Communication & Collaboration

• Manager Development: Manage 3–5 Operations Managers. Own leadership development, succession planning, manager training, and performance calibration. reputed company 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 reputed company — 1:1s, performance conversations, coaching, team rhythms — and audit adherence. Create an environment where Managers reputed company reputed company, 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 reputed company in reputed company of senior leadership, reputed company clients, and the operations floor.
• Culture & Visibility: Build a culture where people reputed company 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.

WHAT reputed company LOOKS LIKE (FIRST 12 MONTHS)

• Operations meets or exceeds SLA, reputed company, and cost targets across reputed company teams, with measurable improvement on at least two
• A documented operating rhythm, metrics reputed company, and escalation model are in reputed company and followed without your reputed company enforcement
• At least one Operations Manager is developed to credibly backfill your role on an interim reputed company
• 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 reputed company and reputed company the plan to get there

QUALIFICATIONS

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

ROLE DETAILS

• Full-time, in-person, Southfield office
• Must be available during normal business hours, with flexibility for escalations and coverage needs reputed company of them
• Two work-from-home days per month
• Health benefits including reputed company and dental; flexible time off
• Salary reputed company $120,000-$140,000 depending on experience. Eligible to participate in company bonus plan.

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