[Hiring] Process Server Experience & Communications Manager @ABC Legal Services

Role Description

The Manager, Process Server Experience & Communications owns the communication systems, education strategy, and engagement programs that shape how ABC Legal's process server network experiences the platform. This role is less about building training content and more about ensuring process servers feel informed, supported, and prepared — through the right message, at the right time, in the right format.

This role sits within the Process Server Experience pillar and partners closely with the Manager, Process Server Engagement & Retention, as well as the broader Process Server Network teams.

Reports to: VP, Process Server Network

Key Responsibilities:

• Own the end-to-end communication strategy for process servers, including app updates, policy changes, onboarding touchpoints, and performance-related messaging.
• Develop and implement structured communication plans that replace ad hoc outreach, ensuring messaging is clear, timely, and coordinated across teams.
• Translate complex operational and compliance information into clear, concise, and actionable messaging for a non-desk workforce.
• Design and deliver onboarding and training content tailored for independent contractors, using accessible, flexible formats (e.g., short-form, mobile-friendly content).
• Audit and continuously improve educational content, focusing on what drives real behavior change rather than content volume.
• Manage and maintain the knowledge base, ensuring all process server–facing resources are accurate, up to date, and easy to navigate.
• Identify and act on operational feedback signals, including support ticket trends, content gaps, and areas of confusion, and translate insights into content or process improvements.
• Partner cross-functionally with teams such as Support, Product, and Operations to align messaging, sequence communications, and ensure consistency.
• Collaborate with Engagement & Retention partners to support community initiatives through clear, consistent messaging that reinforces tone and brand.
• Prepare internal teams for external communications by providing context, messaging guidance, and toolkits to ensure a seamless support experience.

Qualifications

• Experience managing communications or content programs for a distributed, non-desk audience (gig workers, field technicians, drivers, or similar).
• Familiarity with CRM or messaging platforms (such as HubSpot or similar tools), including the ability to build and launch basic campaigns.
• Strong written communication skills with a clear, conversational, and empathetic tone — able to translate complex information into plain language.
• Demonstrated ability to move work forward efficiently, prioritizing progress and iteration over perfection.
• Background or exposure to performance support, human-centered design, instructional design, or related fields.
• Experience coordinating cross-functional communication across multiple stakeholders with competing priorities.
• Comfort with LMS platforms and a willingness to quickly learn new tools.

Benefits

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 7 Paid company holidays
• 4 Floating holidays per year
• Life Insurance and AD&D Insurance
• Long Term Disability
• Health Care Reimbursement Flexible Spending Account
• Dependent Care Flexible Spending Account
• EAP (Employee Assistance Program)
• Pet Insurance
• Company sponsored Orca Card
• Growth opportunities

Schedule

Monday through Friday, 8am to 5pm, remote.

Location

Remote from one of the following states: Montana, North Dakota, Kansas, Oklahoma, Iowa, Arkansas, Michigan, Wisconsin, Indiana, Kentucky, North Carolina, South Carolina, Virginia, Louisiana, Mississippi, Alabama, Florida.

Salary Range

$54,400 - $64,000. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience, and performance.