Process Server Marketplace Manager, Eastern Region -Internal Only

Please note - Only internal applicants (current ABC Legal employees) will be considered for this vacancy.

About ABC:
ABC Legal Service is proud to be the national leader in filing service of legal documents. We are growing and are looking for talented new team members to support our growth and solve exciting challenges! We are a team of 1100+ with offices in New York, Los Angeles, Dallas, Tampa, Chicago, Washington DC, and more. Seattle is our home and headquarters. We’ve been successful in this unique business for over 40 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer.

About the role

You will lead the team that runs our process server network in the Eastern region, and you will be accountable for how well our process servers perform there. Your team covers dispatch, performance and support, so one person owns the whole experience: getting jobs to the right servers, helping servers do the work well, and responding when something goes wrong.

You will manage people across those three areas: dispatch, performance and support.  You work closely with the region's recruiter, with Compliance, and with the central teams that build the tools and policies you use.

This is a builder role. You will write the Eastern region playbook as you run it, and share what works so other regions can use it.

What you'll own

• The region's results. Service rate, speed to first attempt, aging jobs and available server capacity in the Eastern region.
• Your team. Hire, coach and develop the dispatch, performance and support team members. Set clear goals, and keep the three functions working as one.
• Supply and demand. Spot where coverage and demand are out of balance before the scorecard does. Work with the region's recruiter to close gaps, and adjust dispatch to raise server capacity.
• Relationships with top servers. Be the face of ABC Legal to the region's highest-volume servers, in person and by name.
• Problems, fast. Find the root cause when something is off and recommend next steps, not just a flag. Lead the response when something breaks in market, such as an app outage, a dispatch bottleneck or a weather disruption.
• Pilots and incentives. Run tests in market, report back quickly and honestly, and manage the regional incentive budget with the Sr. Director. Flag it when a program is running hot before finance does.
• Learning that scales. Share what you learn so incentive programs, dispatch rules and pay can be refined and used in other regions.

What success looks like

In your first 90 days: you know the region's numbers, you have met every member of your team and the region's top servers, and you have named the top three problems to fix and a plan for each.

In your first year: service rate and speed to first attempt are up, aging jobs are down, more server capacity is available where we need it, avoidable server losses are down, and your team runs well without you in the middle.

What we're looking for

Must-haves

• Experience leading a team in a marketplace, gig, delivery or field-service business, including at least one person you can talk about specifically: how you coached them
• Experience owning a local market, territory or region and balancing supply and demand with data and on-the-ground judgment
• You can read a dispatch or service-rate dashboard and know what to ask next
• A desire to be in the market. This is not a remote strategy seat.
• Clear written updates, so leadership doesn't have to chase you for them

Strong signals

• You have led or coached people in contract or hourly roles, where influence matters more than authority. Our process servers are independent contractors.
• You have run structured pilots with a clear hypothesis and handed back learnings that scaled
• You are fluent with SQL or dashboards such as Metabase, and comfortable with Jira and Intercom
• You have built in ambiguous environments where the playbook didn't exist yet

We know that a company’s success starts with its employees. We also know that an individual’s success starts with the right career opportunity. Join our team today!

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

Pay: $70,000–$85,000, (depending on experience)
Schedule: Full-time, Monday–Friday
Travel: ~20%
This is a remote position, open to candidates in the Central or Eastern time zones.

Please note - Only internal applicants (current ABC Legal employees) will be considered for this vacancy.