Business Operations Quality Assurance Manager – Marketplace
| Company | Proof Technology |
|---|---|
| Location | Detroit, MI, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- 3-5 years of professional work experience in operations, consulting, operations, strategy, or customer service
- Ability to communicate with independent contractors respectfully and compliantly
- Strong negotiation skills
- Strong collaboration and stakeholder management skills, building deep trust-based relationships with internal and external partners
- Experience with data-driven process improvement, including identifying and executing process improvements
- Ability to prioritize and execute on multiple projects simultaneously within deadlines
- Adaptable attitude towards change and comfort working in a fast-paced environment
- Able to rapidly embrace new technologies and procedures
- Able to manage work and performance in a remote work environment spanning multiple time zones
- Proficiency using MacOS, Google Suite (GMail, Sheets, Docs, Slides), Slack, and camera-enabled virtual communication
Responsibilities
- Manage process server-facing programs in your region
- Serve as the main point of contact for servers enrolled in special programs
- Negotiate with process servers regarding service level agreements, pricing, volume, capacity, and other marketplace health factors
- Use business intelligence tools and cross-functional team input to identify areas in need of marketplace health interventions (recruiting additional Process Servers, addressing service delivery quality issues, etc.)
- Establish and maintain quality controls for 1099 independent contractor servers, including periodic review of chronic and acute quality issues
- Conduct fair and balanced investigations into any alleged breaches of the Server Agreement between Proof and the 1099 server contractors
- Support, recommend, and execute on interventions and quality improvement programs, with a focus on proactive identification of service delivery issues to improve overall service delivery and marketplace health
- Partner closely with internal teams, with a heavy focus on Platform Operations and Proof’s Go-to-Market team to support new clients, client retention, and profitability
- Assist in all aspects of the supply marketplace health management in partnership with the Director of Supply Marketplace
- Provide support for improvement and execution of all aspects of the server partner lifecycle, from recruitment and onboarding, job quality and management, all the way through server offboarding
- Develop and maintain playbooks for managing the 1099 server relationship and Proof’s internal processes
Preferred Qualifications
- Bachelor’s degree preferred
- Paralegal, law firm, and/or previous process serving experience highly preferred
- Previous experience with double-sided marketplace platforms or in the legal tech, service of process, or other legal service industries
- Experience building, documenting, and scaling processes
- Experience working with a diverse set of stakeholders in a constantly evolving, rapid-growth environment with tight deadlines