Remote Senior Client Services Ops Leader — SLA & Scale

OpenKrill; United States; Remote; USD 120,000 - 140,000; Full time

Benefits offered by this job

Health benefits including vision andd

Flexible time off

Remote work aligned to West Coast

Bonus plan eligibility

Job summary

Proof is seeking a Western Client Service Operations Senior Manager to steer the Operations function, owning the operating model, SLAs, and cross-functional governance. You will lead 3–5 Operations Managers in the Southfield, MI area while working remotely to align with West Coast hours.

You will design service models, drive KPI performance, and partner with Legal Operations, Product, CS, Sales, and Marketplace.

Qualifications

• 7+ years in operations with 2+ years leading managers.
• Proven track record owning function-level KPIs at scale.
• Excellent executive communication across senior leadership.
• Bachelor's degree in Business or related field; Lean/Six Sigma certification a plus.
• Experience in legal services or regulated environments preferred.

Responsibilities

• Define and own the operational model including structure and metrics.
• Manage 3–5 Operations Managers and ensure their success.
• Design service model, escalation, and QA processes.
• Ensure SLA, quality, cost targets across western territories.
• Partner with cross-functional teams including CS, Sales, Product, and Legal.

Skills

Operations leadership

KPIs ownership

Executive communication

Analytical thinking

Change management

Cross-functional collaboration

Strategic planning

Education

Bachelor's degree in Business or related field

Lean/Six Sigma certification

Job description

Proof is seeking a Western Client Service Operations Senior Manager to steer the Operations function, owning the operating model, SLAs, and cross-functional governance. You will lead 3–5 Operations Managers in the Southfield, MI area while working remotely to align with West Coast hours.

You will design service models, drive KPI performance, and partner with Legal Operations, Product, CS, Sales, and Marketplace.