Regional Operations Manager, Process Server Network – Southwest

ABC Legal Services; Town of Texas (WI); Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) Matching

Paid time off

Company holidays

Life Insurance

Long Term Disability

FSA

Employee Assistance Program

Pet Insurance

Job summary

ABC Legal Services is seeking a Marketplace Operations Leader to own the AZ and TX process server network. You will balance supply and demand, recruit high-volume servers, and optimize dispatch strategies while spotting issues before they hit dashboards.

This remote-eligible role requires travel to AZ/TX, direct management of W2 staff, and partnership with project managers to run in-market pilots. You’ll report on regional performance and shape incentive structures to scale across ABC’s markets.

Qualifications

• Experience balancing supply and demand in a marketplace or field-service setting.
• Ability to coach frontline/contract staff to measurable performance improvements.
• Experience managing full-time employees (W2) with timecards and reviews.
• Comfort running experiments and scaling what works.
• Willingness to be on the ground in AZ/TX; open to travel.

Responsibilities

• Balance supply and demand across AZ and TX by identifying coverage gaps and expanding server capacity.
• Detect performance issues early and diagnose root causes before scorecards.
• Manage relationships with high-volume servers and act as ABC in-market face.
• Perform root-cause analysis and propose concrete fixes rather than flags.
• Lead incident response for the region, including outages and dispatch bottlenecks.
• Run in-market pilots, track results, and report back with fast, honest insights.
• Manage regional incentive budget within agreed limits with Sr. Director.
• Produce regional performance reports on coverage, SLAs, and market health.
• Direct management of W2 staff, including timecards and performance reviews.
• Feed learnings back to improve dispatch rules and pay structures across markets.

Skills

Data-driven mindset

Strategic thinking

People leadership

Stakeholder communication

Analytical troubleshooting

Tools

Metabase

Looker

Jira

Intercom

Job description

About ABC Legal

ABC Legal Services is the national leader in filing service of legal documents — the physical delivery of court paperwork required by law. We're a team of 1,100+ with offices in New York, Los Angeles, Dallas, Tampa, Chicago, Washington DC, and more. Seattle is our headquarters. We've led this industry for over 40 years and continue investing in technology and process to stay ahead of the competition.

What This Role Actually Is

Process servers are the independent contractors who physically deliver legal documents (like lawsuits and subpoenas) to the people named in them — a legally regulated, time-sensitive service. ABC coordinates a network of these contractors nationwide.

This role owns that network end-to-end in our two highest-priority markets: Arizona and Texas. You're responsible for making sure there are enough servers in the right places, that the highest-volume ones stay engaged and paid fairly, and that when something breaks, like a coverage gap, a slow region, a compliance issue, you catch it before a dashboard does and fix it.

This is a marketplace operations role, similar to what a strong regional lead at a gig, delivery, or field-service company does, which is balancing local supply and demand using data you go get yourself, not data someone hands you.

While this is a remote position, frequent travel to AZ or TX is expected.

What You'll Own

• Supply and demand balance across AZ and TX — identifying coverage gaps, recruiting new process servers, setting dispatch strategy, and growing server capacity in your priority markets
• Early problem detection — spotting where performance is slipping and diagnosing the root cause before it appears on a formal scorecard
• Relationships with the region's highest-volume servers — you're the face of ABC in-market, not a name on an email chain
• Root cause analysis — when something's off, you define the actual problem and bring a recommended fix, not just a flag
• Incident response for your region — app outages, dispatch bottlenecks, weather disruptions — you're the real-time point of contact for the network and leadership
• Marketplace pilots — running in-market tests, tracking real results, and reporting back fast and honestly, in partnership with project managers
• Regional incentive budget, within limits set with your Sr. Director — you flag overspend before finance does
• Regional performance reporting — coverage gap closure, service-level attainment by tier, and overall market health
• Direct management of W2 (full-time employee) staff on your team, including approving timecards and running performance reviews
• Feeding what you learn back incentive design, dispatch rules, and pay structures improveacross ABC's other markets

What We're Looking For

You've owned a local market, territory, or region for a gig, delivery, or field-service business — ideally one that was underperforming when you took it on. What matters most:

• You've balanced supply and demand yourself, combining what you see in-market with data you collected
• You've coached someone in a frontline or contract role to a real improvement in performance, and can talk specifically about how
• You've managed full-time (W2) employees through the formal parts of the job: timecards, performance reviews
• You want to run experiments, iterate fast, and scale what works
• You want to be on the ground in the market — this is not a remote strategy seat, even though the role is remote-eligible
• Experience owning a local market, territory, or region in a marketplace, gig, or field-operations environment
• A self-starting data habit: you pull your own numbers rather than wait for a report, and you know what to ask next when you look at a dispatch or service-level dashboard
• Comfortable partnering with project managers to scope and execute in-market initiatives
• At least one direct report you can speak to specifically — not just headcount, but how you coached them
• Strong written communication — leadership shouldn't have to chase you for a market-health update

Preferred Qualifications

• Has run structured pilots with clear hypotheses and turned the results into something that scaled elsewhere
• SQL or dashboard fluency (Metabase, Looker, or similar) you want the underlying data, not a summary of it
• Comfortable in Jira (or similar) for scoping/tracking pilots, and in a tool like Intercom for network-facing communication
• Experience building in ambiguous environments where the playbook didn't already exist
• Has coached someone in a contract or hourly role and understands how that differs from managing an employee

Benefits

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off, 7 paid company holidays, 4 floating holidays/year
• Life Insurance and AD&D Insurance
• Long Term Disability
• Health Care and Dependent Care Flexible Spending Accounts
• Employee Assistance Program (EAP)
• Pet Insurance

Pay

Pay: $70,000–$85,000, (depending on experience)

Schedule

Schedule: Full-time, Monday–Friday

Travel

Travel: ~20%

Location

Location: Remote, but must reside in Arizona or Texas

This position is remote, but you must be located in Arizona or Texas.