Regional Operations Manager, Process Server Network – Southwest

ABC Legal Services•Arizona, TX

5d•$70,000 - $85,000•Remote

About The Position

ABC Legal Services is a national leader in the filing service of legal documents, specializing in the physical delivery of court paperwork. With over 1,100 employees and offices nationwide, ABC Legal has been at the forefront of the industry for over 40 years, continuously investing in technology and process. This role is responsible for managing the process server network end-to-end in Arizona and Texas, two of ABC Legal's highest-priority markets. The position involves ensuring adequate server coverage, maintaining engagement and fair pay for high-volume servers, and proactively identifying and resolving issues such as coverage gaps, slow regions, or compliance problems before they impact performance metrics. This is a marketplace operations role focused on balancing local supply and demand using self-driven data analysis, similar to leadership roles in gig, delivery, or field-service companies. While the position is remote, frequent travel to Arizona and Texas is required.

Requirements

Experience owning a local market, territory, or region in a gig, delivery, or field-service business, ideally one that was underperforming.
Proven ability to balance supply and demand by combining in-market observations with collected data.
Experience coaching frontline or contract roles to achieve performance improvements.
Experience managing full-time (W2) employees, including handling timecards and performance reviews.
A proactive approach to running experiments, iterating quickly, and scaling successful strategies.
Willingness to be actively involved in the market, not just in a remote strategy capacity.
A self-starting data habit, including pulling personal numbers and understanding what questions to ask of dispatch or service-level dashboards.
Comfort partnering with project managers to scope and execute in-market initiatives.
Experience with at least one direct report, including details on coaching them.
Strong written communication skills for providing market-health updates to leadership.

Nice To Haves

Experience running structured pilots with clear hypotheses and scaling the results.
SQL or dashboard fluency (Metabase, Looker, or similar).
Comfort using Jira (or similar) for scoping/tracking pilots.
Experience using tools like Intercom for network-facing communication.
Experience building in ambiguous environments where a playbook did not previously exist.
Experience coaching contract or hourly roles and understanding the differences from managing employees.

Responsibilities

Balancing supply and demand across Arizona and Texas, including identifying coverage gaps, recruiting new process servers, setting dispatch strategy, and growing server capacity.
Detecting performance issues early and diagnosing root causes before they are flagged by formal scorecards.
Building and maintaining relationships with the region's highest-volume process servers, acting as the in-market representative for ABC Legal.
Conducting root cause analysis to define problems and recommend solutions.
Managing incident response for the region, serving as the real-time point of contact for the network and leadership during events like app outages, dispatch bottlenecks, or weather disruptions.
Running marketplace pilots, tracking results, and reporting findings in partnership with project managers.
Managing the regional incentive budget, flagging potential overspending.
Providing regional performance reports on coverage gap closure, service-level attainment, and overall market health.
Directly managing W2 (full-time employee) staff, including approving timecards and conducting performance reviews.
Contributing insights from regional operations to improve incentive design, dispatch rules, and pay structures across other ABC Legal markets.