Proof

Proof

Client Service Operations Manager

Southfield, Michigan · Senior · Full-time

Sponsorship not specified$80k-$100kDetected 21 days ago
Data VisualizationExcelPerformance ManagementResearchLeadershipCommunicationCollaborationProblem SolvingCritical ThinkingMentoringAdaptability

About the role

  • The Operations Manager runs a service-delivery team end-to-end - directly managing Specialists, and accountable for the team's KPIs, client experience, and people development.
  • The defining shift from Senior Specialist to Manager is people leadership
  • everything else in this role is downstream of doing that well.

Responsibilities

  • Decide under uncertainty and document reasoning so calls are auditable.
  • Own root-cause analysis through to verification.
  • Accountable for the client experience your team delivers; hitting SLA is the floor, client outcomes are the bar.
  • Build operational empathy on the team.
  • Own mistakes without deflection.
  • Stay steady during incidents and reorganizations - the team's stress tracks below your own.

Requirements

  • Demonstrated track record of owning and improving team KPIs - you can talk concretely about what you changed and what moved
  • Solve with what you have.
  • 4+ years of operations experience with 2+ years directly managing a team; service-delivery, legal services, or regulated/SLA-driven environments preferred

Nice to have

  • Strong analytical skills
  • Excellent written and verbal communication
  • comfortable representing Operations in front of clients and cross-functional leadership
  • Knowledge of service of process or legal services regulations a plus
  • 4+ years of operations experience with 2+ years directly managing a team
  • service-delivery, legal services, or regulated/SLA-driven environments preferred

Skills

  • Execution & Quality, Technical Expertise, and Communication & Collaboration.
  • Execution & Quality
  • Coach Specialists through their hardest interactions.
  • Communication & Collaboration

Compensation

  • Salary Range $80-$100k

Benefits

  • 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
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This listing is sourced directly from Proof's careers page and normalized into a canonical job model.