Senior Operations Manager

Proof•Detroit, MI

2d•Onsite

About The Position

The Senior Operations Manager is a critical leadership role responsible for driving operational performance, scalability, and service excellence across Proof’s core delivery operations. This role owns the execution, optimization, and continuous improvement of end-to-end operational workflows while ensuring a consistently high-quality client experience. As a leader of leaders, the Senior Operations Manager directly manages four Operations Managers and is accountable for operational KPIs, SLA performance, quality, compliance, and team development. This role partners closely with Client Success, Sales, Technology, and Legal Operations to ensure Proof delivers reliable, scalable, and client-centric service in a high-growth environment.

Requirements

7+ years of progressive operations leadership experience, including managing managers, preferably in a high-growth, service-driven environment.
Proven track record of owning and improving operational KPIs, SLAs, and performance outcomes at scale.
Strong people leader with experience coaching managers and building high-performing, accountable teams.
Data-driven mindset with strong analytical, problem-solving, and decision-making skills.
Demonstrated ability to balance operational efficiency with client experience and business outcomes.
Excellent cross-functional communication skills and experience partnering with Client Success, Sales, Product, and Technology teams.
Experience in legal services, service of process, regulated operations, or complex service delivery environments strongly preferred.
Bachelor’s degree in Business, Operations, or related field; advanced degree or Lean/Six Sigma certification a plus.

Nice To Haves

Experience in legal services, service of process, regulated operations, or complex service delivery environments strongly preferred.
Bachelor’s degree in Business, Operations, or related field; advanced degree or Lean/Six Sigma certification a plus.

Responsibilities

Own and drive day-to-day operational performance across all service delivery functions, ensuring consistent execution against SOPs, SLAs, and regulatory requirements.
Translate company goals into clear operational priorities, performance targets, and execution plans for Operations Managers and their teams.
Establish, monitor, and optimize core operational KPIs (e.g., turnaround times, SLA attainment, quality metrics, productivity, cost efficiency).
Use data and operational insights to identify trends, risks, and opportunities, and implement corrective actions at scale.
Lead, coach, and develop a team of four Operations Managers, fostering accountability, ownership, and a culture of continuous improvement.
Set clear expectations for performance management, capacity planning, and execution discipline across teams.
Build scalable team structures, workflows, and management rhythms to support growth and increasing operational complexity.
Partner with HR and leadership to support hiring, onboarding, and succession planning within operations.
Champion a client-first mindset within operations, ensuring service delivery decisions balance efficiency with exceptional client outcomes.
Partner with Client Success and Delivery teams to address operational drivers of client satisfaction, retention, and expansion.
Serve as an escalation point for high-impact operational or client delivery issues, ensuring timely resolution and root-cause prevention.
Collaborate with Sales, Client Success, and Product teams to support enterprise and strategic client needs.
Ensure operational adherence to legal, regulatory, and contractual requirements related to service of process and court filing.
Maintain and evolve quality assurance programs that ensure accuracy, compliance, and consistency across all delivery workflows.
Identify operational risks and proactively implement controls and mitigation strategies.
Lead cross-functional initiatives to improve efficiency, reduce friction, and enhance service delivery through process redesign and automation.
Partner with Technology and Product teams to inform roadmap priorities based on operational needs and client impact.
Build scalable systems, reporting, and processes that support Proof’s continued growth.