About The Position
The Litigation Support Team at Steno is looking for a Service of Process Team Lead to own market performance, lead the team, use data to stay ahead, manage vendor performance, own escalations, and improve operations. This role involves managing workloads, hitting SLAs, maintaining accuracy, coaching Specialists, handling complex work, ensuring quality and productivity, tracking KPIs, identifying trends, adjusting coverage or workflows, maintaining a reliable process server network, addressing gaps and quality issues, resolving high-stakes client issues, and partnering cross-functionally. The ideal candidate will identify inefficiencies and refine processes to scale performance.
Requirements
- 5+ years of experience in high-volume service of process.
- Deep expertise throughout California and a strong understanding of its rules of civil procedure.
- Proven track record of leading a service of process dispatching or fulfillment team.
- Experience building accountability, developing people, and driving results through others.
- Comfortable tracking and reporting on KPIs.
- Experience using data to coach a team and close performance gaps.
- Experienced with platforms like LegalConnect, ServeManager, GreenFiling, or similar SOP and e-filing tools.
Responsibilities
- Manage workloads, hit SLAs, and maintain accuracy with full accountability for team results.
- Coach Specialists, handle complex work, and ensure consistent quality and productivity.
- Track KPIs, identify trends early, and adjust coverage or workflows as needed.
- Maintain a reliable process server network and address gaps and quality issues quickly.
- Resolve high-stakes client issues and partner cross-functionally when needed.
- Identify inefficiencies and refine processes to scale performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
