Regional Operations Manager, Process Server Network – Southwest at ABC Legal Services in Arizona, Texas, US (Remote)

Job description

• 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.

Responsibilities

• 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 improve across ABC's other markets

Requirements

• 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
• 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

Skills

Required

• Supply and demand balancing
• Data collection and analysis
• Coaching and performance improvement
• Managing W2 employees
• Root cause analysis
• Incident response
• Marketplace pilots
• Budget management
• Performance reporting
• Strong written communication
• Self-starting data habit

Preferred

• Experience in ambiguous environments

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