Process Server Experience & Communications Manager
About The Position
ABC Legal Service is the national leader in service of process, with a team of 1000 and growing, headquartered in Seattle with offices in various cities. The company has been successful for over 30 years, advancing technology and business processes. The Manager, Process Server Experience & Communications owns the communication systems, education strategy, and engagement programs that shape how ABC Legal's process server network experiences the platform. This role focuses on ensuring process servers feel informed, supported, and prepared through effective messaging. It sits within the Process Server Experience pillar and partners closely 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
Benefits
- Health, Dental, Vision insurance
- 401(k) with company matching
- Paid time off
- 7 Paid company holidays
- 4 Floating holidays per-year
- Life Insurance and AD&D Insurance
- Long Term Disability
- Health Care Reimbursement Flexible Spending Account
- Dependent Care Flexible Spending Account
- EAP (Employee Assistance Program)
- Pet Insurance
- Company sponsored Orca Card
- Growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
