[Hiring] Senior Operations Manager @HireLATAM

Role Description

Our Client is seeking a results-driven, hands-on Senior Operations Manager to take genuine ownership of the daily operating function, lead internal teams, and manage a nationwide process-server network. Reporting directly to the CEO, this leader will oversee the complete lifecycle of jobs—from intake and assignment through service progress, client communication, affidavit quality control, closeout, and billing handoff. The Senior Operations Manager will enforce operational standards, protect the client experience, eliminate owner dependency, and build scalable systems, paving the way for long-term operational leadership within the organization.

Key Responsibilities

• Daily Job Flow, Quality Control & CRM Oversight:
  • Owns the end-to-end system moving jobs from post-intake QA through assignment, service progress, client updates, closeout, and billing handoff.
  • Ensures every open job maintains a responsible owner, meaningful current status, documented next action, and clear follow-up date.
  • Actively monitors unassigned, aging, stalled, urgent, and deadline-sensitive jobs, intervening proactively before issues impact client satisfaction.
  • Verifies the accuracy of job records, legal documents, instructions, deadlines, and billing details, routing exceptions promptly.
  • Steps into QA, follow-up, or closeout during high-volume periods or planned team coverage without becoming the routine owner of every transaction.
• Process-Server Network Management & Accountability:
  • Drives server follow-through by obtaining substantive updates via email, text, and phone, persisting until an operational resolution is reached.
  • Enforces strict update standards requiring meaningful new information, decisions, and next steps with assigned timing.
  • Tracks server commitments, reassigning work promptly when servers are unresponsive or at risk of missing deadlines.
  • Recruits, onboards, and manages independent process servers to maintain strong geographic coverage across Florida and nationwide markets.
  • Builds a reliable bench of backup service providers and addresses underperformance directly through coaching, restrictions, or replacements.
• Team Leadership & Operations Oversight:
  • Directly manages Job Entry and Billing/Accounts Receivable (AR) team members, balancing workloads, guiding priorities, and driving quality and timeliness.
  • Coaches and develops internal staff to foster independent decision-making and reduce operational dependency on leadership.
  • Creates cross-training frameworks and coverage plans so routine operations continue smoothly during planned absences.
  • Oversees billing and AR performance metrics, ensuring invoice accuracy, reduced billing cycle times, structured collection cadences, and resolution of aging trends.
• Client Experience & Process Optimization:
  • Delivers prompt, professional communication to law firm clients regarding status inquiries, service recovery, routine complaints, and billing questions.
  • Coordinates directly with clients and servers to gather missing facts or updated instructions without creating client-side friction.
  • Tracks operational metrics—including aging, update timeliness, closeout quality, server costs, and gross margins—to identify failure points and reduce rework.
  • Documents standard operating procedures (SOPs) and collaborates with technical partners on workflow automation and system enhancements.

Qualifications

• At least 5 years of operations leadership experience in a high-volume, deadline-sensitive service environment, managing both internal staff and external providers.
• Proven track record of managing concurrent assignments, investigating exceptions, and establishing team accountability without becoming an operational bottleneck.
• Excellent written and spoken English skills to compose professional emails and engage in composed, direct conversations with US law firm clients and stakeholders.
• Demonstrated ability to balance customer experience, vendor costs, gross margins, risk, and urgency.
• Strong proficiency in operating ticketing systems, operational databases, spreadsheets, and remote team communication tools.
• Full availability to work Monday – Friday, 8:00 AM – 5:00 PM ET from a dedicated, quiet home office with high-speed internet in Central or South America.

Preferred Qualifications

• Direct experience in process serving, legal support, litigation support, or law firm operations.
• Background in logistics, dispatch, freight forwarding, field service, courier operations, or vendor-network management.
• Experience managing independent contractors across geographically distributed markets.
• Professional Spanish language proficiency.
• Hands-on experience using Zendesk and QuickBooks.

Benefits

• Fixed monthly salary of $3,000 USD/month.
• Consistent weekday schedule (Monday – Friday, 8:00 AM – 5:00 PM ET) with weekends off.
• Opportunities for expanded leadership responsibility (e.g., Director of Operations, Head of Operations, General Manager) as the business scales.
• Execute legal support operations remotely from anywhere in Central or South America.