Client Service Operations Manager

Proof•Southfield, MI

11h•$80,000 - $100,000•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.

Requirements

4+ years of operations experience with 2+ years directly managing a team
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
Must be available during normal business hours, with flexibility for escalations and coverage needs outside of them

Nice To Haves

service-delivery, legal services, or regulated/SLA-driven environments preferred
Knowledge of service of process or legal services regulations a plus; NY rules a plus

Responsibilities

Directly manage Specialists, and 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.
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.