Service of Process Team Lead

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service of Process Team Lead based in the United States. This is a hands-on operational leadership role responsible for driving high-quality service of process performance across a demanding legal support environment.

Responsibilities

• 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.