Proof
Senior Client Service Operations Manager (Eastern)
Southfield, Michigan · Senior · Full-time
Sponsorship not specified$120k-$140kDetected 21 days ago
M&AProcess ImprovementLeadershipCommunicationCollaborationMentoring
About the role
- The Senior Operations Manager runs the Operations function, not a team within it.
- Operations runs predictably through growth, change, and pressure because the system you've built holds it together.
Responsibilities
- Own SLA, quality, productivity, cost, and retention across all teams.
- When the function misses, you own the diagnosis and the fix.
- Design the service model (tiering, response standards, escalation) and deliver against it at scale.
- Diagnose systemic issues - capacity, structure, incentives, tooling - and drive multi-quarter solutions.
- Drive initiatives that prevent next year's problems, not just fix this quarter's.
- Build capacity without proportional investment.
- Make deliberate choices about what to build internally vs. source from Product or vendors.
- Build an operations function that absorbs growth, M&A, regulatory change, and strategic pivots without breaking SLAs.
- Own the pricing and assignment model at the function level.
Requirements
- Demonstrated track record owning function-level KPIs at scale and materially improving them - you can show what you changed, why, and what moved
- Proven people leader: can speak in detail about Managers developed, hard calls made, and bench strength built
- You've identified the next 2-3 structural changes required for the next year of growth and built the plan to get there
- 7+ years of operations experience, including 2+ years managing managers; high-growth, service-delivery, or regulated-industry experience strongly preferred
Nice to have
- Strong analytical and structured-thinking skills
- 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
- 7+ years of operations experience, including 2+ years managing managers
- high-growth, service-delivery, or regulated-industry experience strongly preferred
Skills
- 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.
- Execution & Quality
- escape rate, audit posture, defect rate, billing accuracy.
- Set and enforce the standard for what 'good' looks like.
- Ensure operational adherence to legal, regulatory, and contractual requirements across service of process and court filing.
- A documented operating rhythm, metrics framework, and escalation model are in place and followed without your active enforcement
Compensation
- Salary Range $120,000-$140,000 depending on experience.
Benefits
- Own the server partnership model: selection, development, escalation, and retirement.
- Must be available during normal business hours, with flexibility for escalations and coverage needs outside of them
- Health benefits including vision and dental; flexible time off
- Eligible to participate in company bonus plan.
Company info
- Operations meets or exceeds SLA, quality, and cost targets across all teams, with measurable improvement on at least two
- 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
Visa & Work Authorization
- Serve as operations executive sponsor for enterprise clients; participate in QBRs
This listing is sourced directly from Proof's careers page and normalized into a canonical job model.