Service of Process Team Lead

Accountabilities:

• • Lead and support a service of process team, establishing clear expectations around productivity, accuracy, service levels, and accountability.
  • Manage workloads and market performance to ensure assignments are handled efficiently and consistently within established SLAs.
  • Coach and develop Specialists through regular feedback, performance monitoring, and targeted support to close operational gaps.
  • Monitor key performance indicators, identify trends and risks, and use data to make informed decisions about coverage, workflows, and team priorities.
  • Oversee the performance of external process-serving vendors, maintaining a reliable network and addressing quality, capacity, and service issues promptly.
  • Handle complex and high-priority escalations, taking ownership of resolution and coordinating with relevant internal teams when necessary.
  • Ensure service of process activities are completed accurately and in accordance with applicable requirements and California rules of civil procedure.
  • Identify operational inefficiencies and implement process improvements that increase reliability, productivity, and scalability.
  • Maintain consistent quality standards while balancing competing operational demands and client expectations.
  • Partner cross-functionally to communicate operational insights, resolve recurring issues, and improve the overall service experience.

  Requirements:

  • 5+ years of experience in high-volume service of process operations, with deep expertise across California.
  • Strong understanding of California rules of civil procedure and the operational requirements associated with service of process.
  • Proven experience leading a service of process dispatch, fulfillment, or operations team, with demonstrated success driving accountability and results through others.
  • Strong people-management and coaching skills, with the ability to develop team members and address performance challenges constructively.
  • Experience tracking, analyzing, and reporting on operational KPIs, with the ability to turn performance data into practical actions.
  • Demonstrated ability to identify performance gaps, adjust workflows, and improve operational efficiency in a fast-paced environment.
  • Experience managing or coordinating external process-serving vendors and addressing quality or service issues.
  • Strong organizational and problem-solving skills, with the ability to prioritize workloads and respond effectively to urgent or complex situations.
  • Excellent communication and interpersonal skills, with the ability to work effectively with internal teams, vendors, and clients.
  • Experience using service of process or e-filing platforms such as LegalConnect, ServeManager, GreenFiling, or comparable tools.
  • A highly reliable, detail-oriented, and adaptable approach, with a strong commitment to quality and client service.

  Benefits:

  • Competitive annual salary of $70,500–$87,500.
  • Low-cost medical, dental, and vision insurance options.
  • Wellness and mental health benefits available to employees and their families.
  • Equity options, providing an opportunity to participate in long-term organizational growth.
  • Flexible paid time off.
  • Remote-first work environment with flexibility.
  • Home office setup stipend to support an effective remote workspace.
  • Monthly stipend to help offset internet and phone expenses.
  • Opportunity to take on meaningful operational leadership responsibilities within a technology-driven legal services environment.
  • A culture centered on reliability, continuous innovation, collaboration, and a hospitality-minded approach to client service.