Regional Operations Manager, Process Server Network – Southwest

About ABC Legal

ABC Legal Services is the national leader in filing service of legal documents — the physical delivery of court paperwork required by law. We're a team of 1,100+ with offices in New York, Los Angeles, Dallas, Tampa, Chicago, Washington DC, and more. Seattle is our headquarters. We've led this industry for over 40 years and continue investing in technology and process to stay ahead of the competition.

What This Role Actually Is

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.

What You'll Own

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

What We're Looking For

• 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

Preferred Qualifications

• 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