Business Operations Quality Assurance Manager (Marketplace)

Location: Hybrid in Detroit, MI

Position Overview:

We are seeking a Business Operations Quality Assurance Manager who will own the execution of the overall strategy for supply marketplace health in their region. This position will play an integral role in Proof’s Marketplace Supply team, which is focused on ensuring we have the right service providers in the right markets to provide a stellar experience to our clients.  This role will ensure that the markets in their region are matched with demand, with a focus on forecasting and proactive marketplace management.  They will oversee server engagement through the entire Process Server lifecycle with Proof, inclusive of onboarding, engagement, and retention/churn.  

Key Responsibilities:

Oversee Special Server Programs:

• Manage process server-facing programs in your region
• Serve as the main point of contact for servers enrolled in special programs
• Negotiate with process servers regarding service level agreements, pricing, volume, capacity, and other marketplace health factors

Marketplace Health and Optimization:

• Use business intelligence tools and cross-functional team input to identify areas in need of marketplace health interventions (recruiting additional Process Servers, addressing service delivery quality issues, etc.)
• Establish and maintain quality controls for 1099 independent contractor servers, including periodic review of chronic and acute quality issues
• Conduct fair and balanced investigations into any alleged breaches of the Server Agreement between Proof and the 1099 server contractors
• Support, recommend, and execute on interventions and quality improvement programs, with a focus on proactive identification of service delivery issues to improve overall service delivery and marketplace health
• Partner closely with internal teams, with a heavy focus on Platform Operations and Proof’s Go-to-Market team to support new clients, client retention, and profitability
• Assist in all aspects of the supply marketplace health management in partnership with the Director of Supply Marketplace
• Provide support for improvement and execution of all aspects of the server partner lifecycle, from recruitment and onboarding, job quality and management, all the way through server offboarding
• Develop and maintain playbooks for managing the 1099 server relationship and Proof’s internal processes

Qualifications:

• 3-5 years of professional work experience in operations, consulting, operations, strategy, or customer service
• Ability to communicate with independent contractors respectfully and compliantly
• Strong negotiation skills
• Strong collaboration and stakeholder management skills, building deep trust-based relationships with internal and external partners
• Experience with data-driven process improvement, including identifying and executing process improvements
• Ability to prioritize and execute on multiple projects simultaneously within deadlines
• Adaptable attitude towards change and comfort working in a fast-paced environment
• Able to rapidly embrace new technologies and procedures
• Able to manage work and performance in a remote work environment spanning multiple time zones
• Proficiency using MacOS, Google Suite (GMail, Sheets, Docs, Slides), Slack, and camera-enabled virtual communication

Preferred Qualifications:

• Bachelor’s degree preferred
• Paralegal, law firm, and/or previous process serving experience highly preferred
• Previous experience with double-sided marketplace platforms or in the legal tech, service of process, or other legal service industries
• Experience building, documenting, and scaling processes
• Experience working with a diverse set of stakeholders in a constantly evolving, rapid-growth environment with tight deadlines

Role & Benefit Details:

• Full-time, salary position
• Medical, dental, vision, disability, and 401k available
• Phone and internet monthly stipend
• Flexible Time off and paid holidays
• Equipment provided
• Hybrid position located in Detroit, MI area
• Eligible to participate in company bonus plan

Application Deadline:

January 31, 2025

E-Verify

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