Platform Operations Service Manager

Location: Full Time in Person in Detroit, MI

About Us

We're Proof, a startup in the legal tech industry. We've built a best-in-class legal services platform used by thousands of law firms with a sustained average growth rate of over 10%. Our marketplace platform helps law firms and pro se parties access more efficient, transparent, and accessible legal services that are not traditionally available to everyone. Our primary services are Service of Process and E-Filing. We currently support over 3,000 law firms throughout the US and countless pro se parties.

We welcome people from all backgrounds who seek the opportunity to help build a future where access to legal services is readily available, affordable, and efficient. Work with us if you have the curiosity, passion, and collaborative spirit to achieve the fundamental change in an outdated industry.

About the Role

As a Platform Operations Service Manager in the Platform Operations team, you’ll oversee a team of Quality Assurance Specialists who ensure our platform operations run smoothly and meet high standards. Reporting to the Senior Functional Manager, you’ll lead a team responsible for quality service and seamless marketplace operations, fostering a culture focused on continuous improvement, customer success, and operational excellence.

This role blends hands-on leadership with strategic process refinement, supporting the delivery of exceptional client and service-provider experiences. You’ll work cross-functionally with product, growth, and other internal teams to identify opportunities, implement best practices, and ensure operational efficiency in a fast-paced environment.

Key Responsibilities

• Leadership & Team Development: Manage a team of Quality Assurance Specialists, providing coaching and development opportunities to ensure top-tier performance and service quality.
• Operational Efficiency: Oversee platform job completion with a focus on timeline and requirement management, ensuring tasks meet quality standards and deadlines.
• Customer & Partner Experience: Ensure both clients and service providers experience exceptional service on the platform; respond to escalated issues promptly.
• Cross-Functional Collaboration: Partner with product, growth, and other internal teams to drive operational improvements and scale our marketplace.
• Process Improvement: Identify, implement, and enforce quality-focused service policies and processes, ensuring compliance and efficiency.
• Issue Resolution: Handle escalated issues, customer inquiries, and support cases, ensuring adherence to state and local regulations.
• Data-Driven Management: Utilize metrics and data insights to drive performance, identify inefficiencies, and achieve continuous improvement.
• Platform Enhancement: Regularly review, analyze, and enhance platform processes to improve user experience and efficiency.
• Scheduling & Resource Allocation: Manage staff schedules, resource allocation, and coverage for weekend/holiday operations.

Core Objectives

• Lead with empathy to drive a high standard of service quality.
• Ensure successful completion of platform tasks, delighting both clients and providers.
• Implement tailored quality policies and adapt swiftly in a fast-paced environment.
• Collaborate internally to enhance user experience and contribute to market growth.

Basic Qualifications

• 5+ years of team management experience, demonstrating strong leadership and development skills.
• 3+ years of experience in legal operations, consulting, operations, strategy, or customer service.
• Proven ability to manage large teams, drive performance, and build coaching-focused environments.
• Strong process documentation and enforcement skills; adept at stakeholder management.
• Experience in data-driven process improvement with a focus on efficiency and compliance.
• Excellent time management and organizational skills, with the ability to manage multiple projects effectively.
• Adaptability in a fast-paced, remote environment; comfort with new technologies.
• Proficient in MacOS, Google Suite (Gmail, Sheets, Docs, Slides), and virtual communication.
• Must be able to come into the downtown Detroit office 5 days per week.

Preferred Qualifications

• Bachelor’s degree preferred.
• Experience as a paralegal or within a law firm.
• Familiarity with double-sided marketplaces, legal tech, or legal services.
• Strong written and verbal communication skills with diverse stakeholder groups.
• Enthusiastic approach to problem-solving in a growth-oriented environment.

Compensation

• Salary $70,000-$80,000 per year, based on experience and location.
• Eligible to participate in company bonus plan.

Benefits

• Full-time, salary position.
• Medical, dental, vision, disability insurance, and 401K available.
• Flexible time off (paid planned and sick time, and paid holidays).

Application Deadline:

January 3, 2024

E-Verify

This company participates in E-Verify, for more information view the Participation and Right to Work Posters.