Client Service Operations Manager

About the role

The Operations Manager runs a service-delivery team end-to-end — directly managing Specialists, and accountable for the team's KPIs, client experience, and people development. The role is evaluated against Proof's competency framework, organized into three areas: Execution & Quality, Technical Expertise, and Communication & Collaboration.

Qualifications

• 4+ years of operations experience with 2+ years directly managing a team; service-delivery, legal services, or regulated/SLA-driven environments preferred
• Demonstrated track record of owning and improving team KPIs — you can talk concretely about what you changed and what moved
• Direct performance management experience: hiring, coaching, PIPs, terminations
• Strong analytical skills; comfortable in Excel and a BI tool (Omni, Looker, or similar) without analyst support for routine questions
• Excellent written and verbal communication; comfortable representing Operations in front of clients and cross-functional leadership
• Knowledge of service of process or legal services regulations a plus; NY rules a plus

Benefits

• Health benefits including vision and dental
• Flexible time off

Pay

$80-$100k salary range