[Hiring] Senior Client Service Operations Manager @Proof

Role Description

The Senior Operations Manager runs the Operations function, not a team within it. You manage 3–5 Operations Managers in the Southfield, MI office, and you own the operating model itself: how Operations is structured, what it measures, how it makes decisions, and how it scales. Your job is to make your Managers successful — not to do their jobs. Operations runs predictably through growth, change, and pressure because the system you've built holds it together.

Competency Framework

• Execution & Quality
  • Own SLA, quality, productivity, cost, and retention across all teams serving clients in the Western territory.
  • Design the service model (tiering, response standards, escalation) and deliver against it at scale.
  • Identify and prioritize the highest-leverage operational problems; kill work that doesn't move the needle.
  • Anticipate second- and third-order effects of change.
  • Build capacity without proportional investment.
  • Own the QA framework across teams: escape rate, audit posture, defect rate, billing accuracy.
  • Build an operations function that absorbs growth, M&A, regulatory change, and strategic pivots without breaking SLAs.
• Technical Expertise
  • Own the Operations metrics framework: what we measure, what 'good' looks like, and what triggers action.
  • Set tool fluency standards across teams.
  • Own the compliance interpretation framework; partner with Legal Operations on a defensible standard.
  • Own the server partnership model: selection, development, escalation, and retirement.
• Communication & Collaboration
  • Manage 3–5 Operations Managers; own leadership development, succession planning, manager training, and performance calibration.
  • Set the management standard — 1:1s, performance conversations, coaching, team rhythms — and audit adherence.
  • Set the communication operating model across Operations: cadences, escalation paths, written standards, executive reporting.
  • Own the cross-functional operating model for how Ops works with CS, Sales, Product, Marketplace, and Legal.
  • Build a culture where people raise issues without fear.

What Success Looks Like (First 12 Months)

• Operations meets or exceeds SLA, quality, and cost targets across all teams, with measurable improvement on at least two.
• A documented operating rhythm, metrics framework, and escalation model are in place and followed without your active enforcement.
• At least one Operations Manager is developed to credibly backfill your role on an interim basis.
• Executive leadership describes Operations as a strategic partner — not a function to be managed.
• You've identified the next 2–3 structural changes required for the next year of growth and built the plan to get there.

Qualifications

• 7+ years of operations experience, including 2+ years managing managers; high-growth, service-delivery, or regulated-industry experience strongly preferred.
• Demonstrated track record owning function-level KPIs at scale and materially improving them.
• Proven people leader: can speak in detail about Managers developed, hard calls made, and bench strength built.
• Strong analytical and structured-thinking skills; comfortable building and defending an operations roadmap tied to company strategy.
• Excellent executive communication; credible across senior leadership, enterprise clients, and the operations floor.
• Experience in legal services, service of process, regulated operations, or complex service-delivery environments strongly preferred.
• Bachelor's degree in Business, Operations, or related field; advanced degree or Lean/Six Sigma certification a plus.

Role Details

• Full-time, remote position.
• Must be available during West Coast business hours (12-8pm ET), with flexibility for escalations and coverage needs outside of them.
• Two work-from-home days per month.
• Health benefits including vision and dental; flexible time off.
• Salary Range $120,000-$140,000 depending on experience. Eligible to participate in company bonus plan.

E-Verify

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