Senior Operations Manager

About This Role

This Senior Operations Manager role is a critical leadership position responsible for directing operational performance, scalability, and service excellence for Proof's core delivery operations. The role involves optimizing end-to-end operational workflows, ensuring high-quality client experience, and directly managing a team of operations managers.

Responsibilities

• Own and drive day-to-day operational performance across all service delivery functions, ensuring consistent execution against SOPs, SLAs, and regulatory requirements
• Translate company goals into clear operational priorities, performance targets, and execution plans for Operations Managers and their teams
• Establish, monitor, and optimize core operational KPIs (e.g., turnaround times, SLA attainment, quality metrics, productivity, cost efficiency)
• Lead, coach, and develop a team of four Operations Managers, fostering accountability, ownership, and a culture of continuous improvement
• Champion a client-first mindset within operations, ensuring service delivery decisions balance efficiency with exceptional client outcomes
• Partner with Client Success and Delivery teams to address operational drivers of client satisfaction, retention, and expansion
• Ensure operational adherence to legal, regulatory, and contractual requirements related to service of process and court filing
• Lead cross-functional initiatives to improve efficiency, reduce friction, and enhance service delivery through process redesign and automation

Requirements

• 7+ years of progressive operations leadership experience, including managing managers
• Proven track record of owning and improving operational KPIs, SLAs, and performance outcomes at scale
• Strong people leader with experience coaching managers and building high-performing, accountable teams
• Data-driven mindset with strong analytical, problem-solving, and decision-making skills
• Demonstrated ability to balance operational efficiency with client experience and business outcomes
• Excellent cross-functional communication skills and experience partnering with Client Success, Sales, Product, and Technology teams

Qualifications

• Bachelor’s degree in Business, Operations, or related field
• 7+ years of progressive operations leadership experience, including managing managers, preferably in a high-growth, service-driven environment

Nice to Have

• Experience in legal services, service of process, regulated operations, or complex service delivery environments
• Advanced degree or Lean/Six Sigma certification

Skills

* Required skills

Benefits