Process Server Marketplace Manager, Eastern Region -Internal Only

ABC Legal Services

2d•$70,000 - $85,000•Remote

About The Position

The Process Server Marketplace Manager leads the team operating ABC Legal’s process server network in the Eastern region and is accountable for regional server performance. The team covers dispatch, performance, and support, coordinating the full experience from assigning jobs to servers through helping them complete work and resolving issues. The manager oversees staff across dispatch, performance, and support; works closely with the regional recruiter, Compliance, and central teams responsible for tools and policies; and develops the Eastern region’s operating playbook while sharing successful practices with other regions. The role is remote and open to candidates in the Central or Eastern time zones, but requires a desire to work in the market. Travel is approximately 20%.

Requirements

Experience leading a team in a marketplace, gig, delivery, or field-service business, including a specific example of coaching an individual.
Experience owning a local market, territory, or region and balancing supply and demand using data and on-the-ground judgment.
Ability to interpret dispatch or service-rate dashboards and determine what questions to ask next.
Willingness to be in the market; this is not a remote strategy-only role.
Strong written communication skills for providing leadership updates.
The position is open to internal applicants only: current ABC Legal employees.

Nice To Haves

Experience leading or coaching people in contract or hourly roles, where influence matters more than authority.
Experience running structured pilots with clear hypotheses and sharing learnings that can be scaled.
Fluency with SQL or dashboards such as Metabase, and comfort using Jira and Intercom.
Experience building in ambiguous environments without an established playbook.

Responsibilities

Own Eastern region results, including service rate, speed to first attempt, aging jobs, and available server capacity.
Hire, coach, and develop dispatch, performance, and support team members; set clear goals and ensure the functions work together.
Monitor supply and demand, identify coverage gaps, work with the regional recruiter to address them, and adjust dispatch to increase server capacity.
Build relationships with the region’s highest-volume process servers and represent ABC Legal to them in person and by name.
Investigate problems, identify root causes, recommend next steps, and lead responses to market disruptions such as app outages, dispatch bottlenecks, or weather disruptions.
Run regional pilots, report results and learnings, and manage the regional incentive budget with the Sr. Director while flagging overspending risks.
Share operational learnings to help refine incentive programs, dispatch rules, and pay for use in other regions.
Provide clear written updates to leadership.
During the first 90 days, learn the region’s metrics, meet the team and top servers, identify the top three problems, and develop a plan for each.
During the first year, improve service rate and speed to first attempt, reduce aging jobs and avoidable server losses, increase needed server capacity, and build a team that operates effectively without constant manager involvement.