Senior Operations Manager - Legal Support Services

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Operations Manager - Legal Support Services based in Brazil.** Take ownership of the daily operations of an established U.S. legal support services provider handling approximately 900 jobs per month for around 100 active law firm clients. You will oversee the complete job lifecycle, from intake and assignment to service completion, quality control, client communication, and billing handoff. Working directly with the CEO, you will lead internal teams and manage a nationwide network of independent process servers. Your focus will be on strengthening accountability, maintaining service quality, and ensuring time-sensitive assignments are completed efficiently. You will also improve operational workflows, develop scalable systems, and use performance metrics to identify risks and opportunities. This is a hands-on leadership position in a fast-paced, entrepreneurial environment where operational excellence and client experience are central to business growth. As the organization expands, you will have the opportunity to shape its operating model and take on broader leadership responsibilities. ### Accountabilities You will lead the day-to-day operating function, ensuring that every assignment progresses efficiently, internal teams remain accountable, and clients receive consistent, high-quality service. Your responsibilities will include: - Oversee the complete job lifecycle, from post-intake quality assurance and assignment through service progress, client updates, closeout, and billing handoff. - Ensure every open job has a clearly assigned owner, an accurate status, a documented next action, and a defined follow-up date. - Monitor unassigned, aging, stalled, urgent, and deadline-sensitive jobs, intervening proactively to prevent delays and protect client satisfaction. - Verify the accuracy of job records, legal documents, service instructions, deadlines, and billing details, escalating exceptions when necessary. - Provide hands-on support with quality checks, follow-ups, and job closeouts during high-volume periods or planned team absences without becoming the routine owner of every transaction. - Manage the nationwide network of independent process servers, securing substantive updates through email, text, and phone until operational issues are resolved. - Enforce clear communication and update standards, ensuring providers share meaningful progress, decisions, and next steps with appropriate timelines. - Track provider commitments and reassign work promptly when a process server is unresponsive or at risk of missing a deadline. - Recruit, onboard, and manage independent process servers to maintain reliable geographic coverage across Florida and other U.S. markets. - Develop a dependable backup provider network and address underperformance through coaching, restrictions, or replacement when needed. - Directly manage Job Entry and Billing/Accounts Receivable team members, balancing workloads, setting priorities, and maintaining quality and timeliness. - Coach and develop internal employees, encouraging independent decision-making and reducing operational dependency on senior leadership. - Establish cross-training processes and coverage plans to maintain continuity during planned absences. - Monitor billing and accounts receivable performance, improving invoice accuracy, reducing billing cycle times, and maintaining structured collection processes. - Communicate professionally with law firm clients regarding job status, service issues, complaints, and billing questions. - Coordinate with clients and service providers to obtain missing information or updated instructions while minimizing friction. - Track operational performance indicators, including job aging, update timeliness, closeout quality, provider costs, and gross margins. - Identify operational bottlenecks, reduce rework, document standard operating procedures, and collaborate with technical partners on workflow automation and system improvements. **Requirements** The ideal candidate combines substantial operations leadership experience with exposure to the legal industry and another deadline-sensitive service environment. You should be comfortable managing internal employees and external providers, making independent decisions, and balancing customer experience with operational and financial performance. Required qualifications include: - At least 5 years of operations leadership experience in a high-volume, deadline-sensitive service environment. - Experience in the legal industry and in at least one of the following areas: freight forwarding, logistics, dispatch, field services, courier operations, or vendor-network management. - A proven track record of managing both internal teams and external service providers. - Experience overseeing concurrent assignments, investigating exceptions, managing deadlines, and maintaining accountability without becoming an operational bottleneck. - Excellent written and spoken English, with the ability to prepare professional emails and communicate confidently with U.S. law firm clients and stakeholders. - Strong commercial and financial judgment, including the ability to balance client satisfaction, provider costs, gross margins, operational risks, and urgency. - Proficiency with ticketing systems, operational databases, spreadsheets, and remote team communication tools. - Full availability Monday through Friday, from 8:00 AM to 5:00 PM U.S. Eastern Time. - A dedicated, quiet home office in Central or South America, with reliable high-speed internet. Additional qualifications that would be advantageous include: - Direct experience in process serving, legal support, litigation support, or law firm operations. - Background in logistics, dispatch, freight forwarding, field services, courier operations, or vendor-network management. - Experience recruiting, onboarding, and managing independent contractors across geographically distributed markets. - Professional Spanish proficiency. - Hands-on experience with Zendesk and QuickBooks. **Benefits** - Fixed monthly compensation of **USD $3,000**. - Full-time, 100% remote work from Central or South America. - Consistent Monday-to-Friday schedule, 8:00 AM–5:00 PM U.S. Eastern Time, with weekends off. - Direct reporting relationship and collaboration with the CEO. - Opportunity to take ownership of a critical operational function. - Career progression opportunities toward roles such as Director of Operations, Head of Operations, or General Manager as the business grows.