Process Server Experience & Communications Manager

ABC Legal Services•Seattle, WA

20h•Hybrid

About The Position

ABC Legal Service is the national leader in service of process, with a team of over 1000 employees and offices across the US, headquartered in Seattle. With over 30 years of success, the company focuses on advancing technology, acquiring competitors, and expanding into new segments through integrated marketing and sales. The Manager, Process Server Experience & Communications role is crucial for shaping the experience of ABC Legal's process server network. This involves owning communication systems, education strategy, and engagement programs to ensure process servers are informed, supported, and prepared through timely and appropriate messaging. The role is part of the Process Server Experience pillar and collaborates with the Manager, Process Server Engagement & Retention, and broader Process Server Network teams.

Requirements

Experience managing communications or content programs for a distributed, non-desk audience (gig workers, field technicians, drivers, or similar)
Familiarity with CRM or messaging platforms (such as HubSpot or similar tools), including the ability to build and launch basic campaigns
Strong written communication skills with a clear, conversational, and empathetic tone — able to translate complex information into plain language
Demonstrated ability to move work forward efficiently, prioritizing progress and iteration over perfection
Background or exposure to performance support, human-centered design, instructional design, or related fields
Experience coordinating cross-functional communication across multiple stakeholders with competing priorities
Comfort with LMS platforms and a willingness to quickly learn new tools

Responsibilities

Own the end-to-end communication strategy for process servers, including app updates, policy changes, onboarding touchpoints, and performance-related messaging
Develop and implement structured communication plans that replace ad hoc outreach, ensuring messaging is clear, timely, and coordinated across teams
Translate complex operational and compliance information into clear, concise, and actionable messaging for a non-desk workforce
Design and deliver onboarding and training content tailored for independent contractors, using accessible, flexible formats (e.g., short-form, mobile-friendly content)
Audit and continuously improve educational content, focusing on what drives real behavior change rather than content volume
Manage and maintain the knowledge base, ensuring all process server–facing resources are accurate, up to date, and easy to navigate
Identify and act on operational feedback signals, including support ticket trends, content gaps, and areas of confusion, and translate insights into content or process improvements
Partner cross-functionally with teams such as Support, Product, and Operations to align messaging, sequence communications, and ensure consistency
Collaborate with Engagement & Retention partners to support community initiatives through clear, consistent messaging that reinforces tone and brand
Prepare internal teams for external communications by providing context, messaging guidance, and toolkits to ensure a seamless support experience