Client Service Operations Manager

Proof•Southfield, MI

9d•Onsite

About The Position

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. 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.

Requirements

4+ years of operations experience
2+ years directly managing a team
Service-delivery, legal services, or regulated/SLA-driven environments preferred
Demonstrated track record of owning and improving team KPIs — you can talk concretely about what you changed and what moved
Direct performance management experience: hiring, coaching, PIPs, terminations
Strong analytical skills; comfortable in Excel and a BI tool (Omni, Looker, or similar) without analyst support for routine questions
Excellent written and verbal communication; comfortable representing Operations in front of clients and cross-functional leadership

Nice To Haves

Knowledge of service of process or legal services regulations a plus
NY rules a plus

Responsibilities

Runs a service-delivery team end-to-end
Directly managing Specialists
Accountable for the team's KPIs, client experience, and people development
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
Ask why your team's metrics moved, not just whether they hit
Pull threads on weak signals before they become problems
Anticipate problems before they hit — capacity, volume spikes, client risk, talent gaps — and bring them up with proposed fixes, not just warnings
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
Held accountable for the team's KPIs, people, and escalations
Surface blockers with proposed solutions
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
Do what you say you're going to do; the team plans against your commitments
Own mistakes without deflection
Close loops without being chased
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
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
Fluent in the team's full tool stack — Proof platform, Omni, spreadsheets, Slack workflows
Set the standard for tool fluency on the team
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
Accountable for the team's compliance with service-of-process and affidavit requirements
Partner with Legal Operations on ambiguous interpretations
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
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
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 room
Build strong relationships with peer Managers in CS, Sales, Product, and Marketplace
Resolve cross-team friction at your level
Treated as a thought partner, not just an executor
The team — and people from other teams — bring problems to you early because you're seen as steady and fair
Available without becoming a bottleneck