Court Support Manager

ABC Legal Services

2d•$54,000 - $64,000•Remote

About The Position

The Court Support Manager is responsible for the overall performance, development, and operational excellence of five Court Support teams. Reporting to the Senior Manager of Physical Fulfillment, this role serves as the strategic and people leader for a team of Court Support Leads and their respective specialists. The Court Support Manager drives KPI attainment, champions process innovation — including the adoption of AI tools — and builds the deep court and sheriff relationships needed to improve turnaround times and deliver meaningful resolutions for ABC Legal’s customers.

Requirements

3+ years of experience in legal process serving, court filing, civil process operations, or a closely related field.
2+ years of experience managing or leading teams, including direct people management responsibility.
Demonstrated ability to analyze operational data, identify trends, and translate insights into action.
Strong relationship-building skills with the ability to communicate effectively with court and sheriff personnel.
Proven track record of driving team performance against defined KPIs and measurable goals.
Ability to manage multiple competing priorities in a fast-paced, high-volume environment.

Nice To Haves

Experience with legal technology platforms, case management systems, or workflow automation tools.
Familiarity with AI-powered tools and an interest in incorporating technology to improve team efficiency.
Experience in a multi-team or multi-jurisdictional environment.
Background in continuous improvement methodologies (Lean, Six Sigma, or similar).

Responsibilities

Directly manage five Court Support Team Leads, providing day-to-day direction, coaching, and performance oversight.
Conduct regular one-on-ones, formal performance reviews, and development planning for all direct reports.
Own personnel decisions including hiring, corrective action, and recognition in partnership with HR.
Foster a culture of accountability, continuous improvement, and high engagement across all five teams.
Identify and develop internal talent for future leadership opportunities.
Own and drive KPI targets across all Court Support teams, including touches per specialist, resolution rates, queue age, and first-touch completion (FTC) metrics.
Review daily output tracker data reported by leads; synthesize into actionable insights for the Senior Manager.
Track and analyze meaningful resolution trends to identify systemic issues and opportunities.
Deliver regular performance reporting to the Senior Manager of Physical Fulfillment, including productivity highlights, risks, and support needs.
Partner with leads to ensure KPI data is captured accurately and consistently.
Build and maintain strong, trust-based relationships with court clerks, sheriff’s offices, and other county personnel across all supported jurisdictions.
Serve as the primary escalation point for complex jurisdiction-specific issues that exceed lead authority.
Stay current on court procedures, filing requirements, scheduling norms, and regulatory changes across assigned jurisdictions.
Proactively communicate relationship status and jurisdiction-level risks to senior leadership.
Coach leads on strategic approaches to managing high-volume queues, prioritizing aging work, and preventing backlogs.
Guide leads through attendance and coverage decisions to maintain throughput without creating bottlenecks.
Review and calibrate daily/weekly workload distribution across teams to balance capacity effectively.
Advise on escalation triage: what to push, what to hold, and how to sequence competing priorities.
Continuously identify opportunities to streamline workflows and reduce customer turnaround times.
Champion the identification, piloting, and adoption of AI tools that improve team efficiency and output quality.
Partner with operations, technology, and product teams to scope, test, and implement process improvements.
Document and standardize updated workflows, ensuring leads and specialists are trained and aligned on changes.
Serve as the subject matter expert on court and sheriff processes, educating leads and team members on jurisdiction-specific requirements.
Develop and maintain training materials covering court filing procedures, service of process protocols, and best practices.
Ensure leads are conducting team huddles, quality spot checks, and touchpoints that reinforce learning and consistency.
Identify skill gaps across teams and build targeted coaching plans to close them.
Ensures their direct-report leads execute the following daily operational rhythm effectively: Reviewing pending work and backlog against the FTC list to ensure oldest jobs are assigned and processed first. Assessing team attendance and adjusting coverage to prevent bottlenecks. Logging prior day output tracker data to inform KPI reporting. Leading leadership and team huddles covering FTC errors, queue age, KPIs, wins, and blockers. Monitoring workflow and productivity, spotting delays, and providing real-time coaching. Reviewing training progress and confirming new team members are receiving proper guidance. Conducting quality spot checks and providing timely feedback. Ensuring all priority items, escalations, and aging work are resolved or have a clear next-day plan. Confirming next-day coverage and preparing huddle talking points. Communicating end-of-day summaries to Court Support Manager covering FTC status, productivity, risks, and support needs.