Manager, Fulfillment - Hybrid: Dallas, TX

Wolters Kluwer•Dallas, TX

4d•Hybrid

About The Position

The Fulfillment Manager role offers growth potential opportunities, professional development, an engaging team environment, and amazing benefits. The Manager, Fulfillment leads a team of fulfillment professionals responsible for delivering accurate, timely, and reliable Service of Process, Agent Services, and related compliance services to customers. This is a hands-on operational leadership role within the Fulfillment Center of Excellence, overseeing a high-volume environment where accuracy, quality, responsiveness, and strong team performance are critical. The Fulfillment Manager is responsible for ensuring incoming legal documents are properly received, processed, scanned, reconciled, and ultimately delivered to customers within established service expectations. The ideal candidate is a people-focused operational leader who thrives in a fast-paced environment, can effectively manage competing priorities, and understands the importance of balancing productivity with quality and customer commitments. In addition to leading day-to-day operations, the Manager partners with teams across Service, Sales, Product, Technology, Compliance, SOP Support, Reconciliation, and Offshore Operations to resolve issues, improve processes, and deliver a consistent customer experience. The Dallas Fulfillment Manager will also oversee the Centralized Entity Selection Team. This team is responsible for entity selection, data entry, and management of rejected Service of Process work.

Requirements

Experience leading a team in a high-volume operational, fulfillment, customer service, processing, or compliance environment.
Demonstrated ability to coach, develop, and hold team members accountable for performance and quality.
Strong organizational and workload-management skills.
Ability to manage multiple priorities while maintaining accuracy and attention to detail.
Experience working with established processes, procedures, operating controls, and service-level expectations.
Strong problem-solving and decision-making skills.
Ability to identify operational issues, determine root causes, and implement effective solutions.
Strong written and verbal communication skills.
Ability to work effectively with internal teams and external partners.
Customer-focused mindset with an understanding of the importance of accurate and timely service delivery.
Comfort working in a fast-paced, high-volume environment where priorities may change throughout the day.

Nice To Haves

Service of Process or registered-agent experience.
Legal, compliance, corporate services, or document-processing experience.
Experience working with legal documents or other highly regulated/controlled workflows.
Experience with reconciliation, quality assurance, data-entry operations, or document imaging/scanning.
Experience managing vendor relationships or vendor performance.
Experience leading process improvement initiatives.
Experience managing centralized or shared-services teams.
Experience with entity selection, rejection management, or registered-agent operations is particularly valuable.

Responsibilities

Lead and coach a team of fulfillment professionals responsible for high-volume Service of Process and related compliance workflows.
Establish clear expectations for productivity, quality, accuracy, service levels, and customer experience.
Monitor individual and team performance and provide ongoing feedback, coaching, and support.
Build a collaborative, accountable team environment focused on operational excellence and customer service.
Identify training needs and ensure team members have the knowledge and resources needed to perform their responsibilities effectively.
Manage daily staffing, workload distribution, priorities, and capacity to meet business and customer requirements.
Manage the daily intake and receipt of legal documents and Service of Process.
Ensure incoming work is accurately received, processed, scanned, and routed for fulfillment.
Monitor scanning quality and accuracy and address issues or gaps promptly.
Ensure all Service of Process received at the location is appropriately processed and ultimately delivered to customers.
Monitor workflow throughout the day and adjust priorities as needed to maintain service commitments.
Ensure customer deliverables are completed accurately and within established turnaround times.
Provide hands-on operational support when needed to meet customer commitments and business priorities.
Maintain high standards for operational accuracy and quality in a high-volume environment.
Monitor daily workflow and operational trends to identify risks, recurring issues, and opportunities for improvement.
Verify end-of-day totals and reconcile incoming work against completed and outgoing work.
Partner with SOP Support and Reconciliation teams to resolve discrepancies and ensure accurate processing.
Identify root causes of quality or workflow issues and implement appropriate corrective actions.
Ensure established operating controls, procedures, and compliance requirements are consistently followed.
Escalate operational risks, capacity concerns, and service issues when appropriate.
Manage day-to-day interactions with process servers and address operational questions or issues.
Serve as a point of escalation for fulfillment-related concerns.
Partner with internal teams, including Service, Sales, Product, Technology, Compliance, SOP Support, Reconciliation, and Offshore Operations.
Work cross-functionally to resolve issues, improve customer outcomes, and maintain effective operational workflows.
Communicate clearly and proactively when issues may affect service delivery, quality, or customer commitments.
Analyze operational trends, workflow performance, quality results, and recurring issues to identify opportunities for improvement.
Recommend and implement process improvements that increase efficiency, quality, scalability, and customer satisfaction.
Help establish and maintain consistent operating procedures and controls.
Participate in initiatives designed to improve fulfillment processes and the overall customer experience.
Support the implementation of scalable solutions across fulfillment operations.
Monitor incoming volumes, staffing levels, workload, and operational capacity.
Adjust priorities and resources based on business needs and customer commitments.
Identify potential capacity constraints or service risks and escalate them appropriately.
Ensure the team remains focused on the highest-priority work while maintaining quality and accuracy.
Balance productivity expectations with the need for accurate, compliant, and timely customer deliverables.
Lead and support the Centralized Entity Selection Team and its daily workflow.
Oversee data-entry activities and ensure work is completed accurately and efficiently.
Manage the review of rejected Service of Process.
Ensure rejected work is appropriately reviewed and resolved.
Oversee vendor-work reviews to verify the correct entity was selected, confirm the stated rejection reason is accurate, determine whether Wolters Kluwer is or is not the registered agent, and ensure the appropriate rejection correspondence is generated and sent to the serving party.
Monitor trends in entity-selection errors and rejections and identify opportunities to improve accuracy and reduce recurring issues.
Partner with appropriate internal teams to resolve complex entity-selection or rejection issues.