Service of Process Team Lead in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service of Process Team Lead based in United States.

This is a hands-on operational leadership role responsible for driving high-quality service of process performance across a demanding legal support environment.
You will lead a team responsible for managing workloads, meeting service-level commitments, and maintaining accuracy across day-to-day operations.
The role combines people leadership, vendor management, performance analytics, and complex issue resolution.
You will use operational data and KPIs to identify trends, address performance gaps, and continuously improve workflows.
You will also oversee relationships with process-serving partners and ensure service quality remains consistently high across markets.
With significant ownership over team results and client escalations, your decisions will have a direct impact on operational reliability and customer experience.
This opportunity is well suited to an experienced service of process professional who thrives in fast-paced environments and leads with accountability, precision, and a continuous-improvement mindset.

• Lead and support a service of process team, establishing clear expectations around productivity, accuracy, service levels, and accountability.
• Manage workloads and market performance to ensure assignments are handled efficiently and consistently within established SLAs.
• Coach and develop Specialists through regular feedback, performance monitoring, and targeted support to close operational gaps.
• Monitor key performance indicators, identify trends and risks, and use data to make informed decisions about coverage, workflows, and team priorities.
• Oversee the performance of external process-serving vendors, maintaining a reliable network and addressing quality, capacity, and service issues promptly.
• Handle complex and high-priority escalations, taking ownership of resolution and coordinating with relevant internal teams when necessary.
• Ensure service of process activities are completed accurately and in accordance with applicable requirements and California rules of civil procedure.
• Identify operational inefficiencies and implement process improvements that increase reliability, productivity, and scalability.
• Maintain consistent quality standards while balancing competing operational demands and client expectations.
• Partner cross-functionally to communicate operational insights, resolve recurring issues, and improve the overall service experience.

• 5+ years of experience in high-volume service of process operations, with deep expertise across California.
• Strong understanding of California rules of civil procedure and the operational requirements associated with service of process.
• Proven experience leading a service of process dispatch, fulfillment, or operations team, with demonstrated success driving accountability and results through others.
• Strong people-management and coaching skills, with the ability to develop team members and address performance challenges constructively.
• Experience tracking, analyzing, and reporting on operational KPIs, with the ability to turn performance data into practical actions.
• Demonstrated ability to identify performance gaps, adjust workflows, and improve operational efficiency in a fast-paced environment.
• Experience managing or coordinating external process-serving vendors and addressing quality or service issues.
• Strong organizational and problem-solving skills, with the ability to prioritize workloads and respond effectively to urgent or complex situations.
• Excellent communication and interpersonal skills, with the ability to work effectively with internal teams, vendors, and clients.
• Experience using service of process or e-filing platforms such as LegalConnect, ServeManager, GreenFiling, or comparable tools.
• A highly reliable, detail-oriented, and adaptable approach, with a strong commitment to quality and client service.

• Competitive annual salary of $70,500–$87,500.
• Low-cost medical, dental, and vision insurance options.
• Wellness and mental health benefits available to employees and their families.
• Equity options, providing an opportunity to participate in long-term organizational growth.
• Flexible paid time off.
• Remote-first work environment with flexibility.
• Home office setup stipend to support an effective remote workspace.
• Monthly stipend to help offset internet and phone expenses.
• Opportunity to take on meaningful operational leadership responsibilities within a technology-driven legal services environment.
• A culture centered on reliability, continuous innovation, collaboration, and a hospitality-minded approach to client service.