Reporter Success Manager

The Reporter Success Manager is responsible for supporting the success, performance, quality, and professional development of Planet Depos' nationwide network of court reporters. This role serves as a key resource for reporter mentorship, coaching, education, quality assurance, and transcript delivery management.

The Manager supports Planet Institute and other reporter development initiatives, assists with onboarding and growth of new reporters, monitors transcript quality and performance trends, and partners with reporters to promote best practices and professional excellence. The role also collaborates with court reporting leadership and operational teams on initiatives related to transcript delivery, reporter accountability, and service excellence, helping to identify opportunities to enhance visibility into jobs in progress and support timely transcript completion.

Working closely with court reporting leadership, Court Reporting Department Coordinator, and operations teams, this position plays a critical role in reporter engagement, performance improvement, and the ongoing success of Planet Depos' reporter network.

Essential Responsibilities include, but are not limited to, the following:

Reporter Development & Mentorship

• Oversee the day-to-day operations of Planet Institute and support strategic program initiatives in partnership with the Director of Court Reporting Technology.
• Coordinate mentor and mentee partnerships and monitor Planet Institute effectiveness.
• Support onboarding and development of new reporters and contribute to the ongoing education, upskilling, and professional development of Planet Depos' reporter network.
• Provide coaching and guidance on company procedures, transcript standards, professionalism, certifications, and industry best practices.
• Serve as a trusted resource for reporter questions and professional development needs.
• Foster a culture of continuous learning and professional growth throughout the reporter network.

Quality Assurance & Performance Management

• Review transcripts associated with client concerns or quality issues and recommend appropriate corrective actions.
• Monitor transcript quality trends and identify opportunities for improvement.
• Analyze errata sheet and rough draft submissions to identify reporters who may benefit from additional coaching or support.
• Promote consistency and excellence across the reporter network.

Education & Training

• Working with the Director of Court Reporting Technology, develop and deliver training programs, webinars, workshops, and educational resources.
• Create, maintain, and update the Reporter Manual, best-practice materials, training content, and other reporter development      resources.
• Contribute content and subject matter expertise for the quarterly reporter newsletter, monthly For the Record series, and other reporter-facing communications, including participation in and support of reporter-focused social media and online community      platforms.
• Stay informed on court reporting industry developments, certifications, and continuing education opportunities.
• Assist in maintaining learning platforms and educational content utilized by Planet Depos reporters.
• Maintain active professional certifications and/or association memberships, as applicable, and participate in continuing education opportunities to remain current with industry standards, trends, and best practices.

Transcript Delivery & Reporter Accountability

• Partner with court reporting leadership and operational teams to support initiatives related to transcript delivery, reporter accountability, and service excellence. 
• Assist in monitoring transcript production timelines and identifying opportunities to improve visibility into late transcripts. 
• Participate in the development and implementation of processes designed to support timely transcript delivery and proactive      communication with reporters. 
• Collaborate with reporters and internal stakeholders to address transcript-related challenges and support resolution efforts. 
• Support future enhancements to reporter performance tracking, jobs in progress management, and transcript delivery      workflows.

Reporter Success & Engagement

• Build and maintain strong working relationships with independent contractor reporters.
• Support reporter engagement, retention, and long-term success within the Planet Depos network.
• Encourage participation in mentoring, education, and professional development opportunities.
• Partner with the Director of Reporter Relations to support reporter outreach and engagement initiatives.
• Occasional travel may be required to attend conferences, meetings, training events, and other company-related activities.

Reporter Operations & Department Support

• Partner with the Court Reporting Department Coordinator to support the day-to-day needs of the reporter network. 
• Assist with monitoring and responding to reporter inquiries received through department communication channels. 
• Support reporter onboarding activities and help ensure a smooth transition from recruitment to active engagement,      including participation in monthly reporter introduction calls and other onboarding initiatives designed to familiarize new reporters with Planet Depos' processes, resources, and expectations.
• Collaborate on tracking and maintaining reporter-related data, development activities, quality metrics, and operational reporting. 
• Help identify trends, opportunities, and areas of concern through analysis of reporter performance, quality, and engagement      data. 
• Contribute to the development and improvement of reporter-facing processes, resources, and programs. 
• Assist with special projects and strategic initiatives that support the goals of the Court Reporting Department. 
• Partner with department leadership to ensure alignment between reporter development, quality standards, operational      objectives, and client service expectations.

•  Demonstrated industry experience.
• Strong understanding of transcript production, quality standards, and court reporting best practices.
• Experience mentoring, coaching, training, or developing court reporters.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to build productive relationships with independent contractors.
• Proficiency with Microsoft Office and web-based communication platforms.

Preferred

• Experience managing reporter quality assurance programs.
• Experience developing and delivering educational or mentorship programs.
• Experience monitoring transcript production workflows and delivery timelines.
• Familiarity with learning management systems and online training platforms.