Posted today
At Near, we help top talent in Latin America find remote roles with U.S. companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Our client is a Florida-based legal-support company providing process serving and related services throughout South Florida, statewide Florida, and nationwide. They support approximately 100 active clients, primarily law firms, and process roughly 900 jobs per month through a distributed network of hundreds of independent process servers.
They are known for responsive, white-glove service and reliable execution on time-sensitive legal matters.
The Senior Operations Manager will be accountable for the daily movement and successful completion of jobs from intake through assignment, service progress, client communication, closeout, affidavit quality, and billing handoff.
The role also leads the internal operations team, manages the process-server network, owns operational performance, and improves the systems used to deliver the work.
This is a hands-on leadership role focused on ownership, execution, accountability, and building reliable systems that allow the operation to scale with less owner dependency.
• Own the system that moves jobs from post-intake QA through assignment, service progress, client updates, closeout, and billing handoff
• Ensure each open job has a responsible owner, meaningful current status, documented next action, and follow-up date
• Monitor unassigned, aging, stalled, urgent, and deadline-sensitive jobs and intervene before they become client problems
• Ensure job information, documents, instructions, deadlines, service level, and billing details are accurate
• Obtain timely, substantive updates from process servers by email, text, and phone
• Track commitments and follow up when promised actions are missed
• Reassign work when a server is unresponsive, unavailable, or unlikely to meet the required deadline
• Address performance problems directly and maintain documented accountability
• Recruit and onboard process servers where additional or backup coverage is needed
• Maintain adequate geographic coverage across key Florida markets and nationwide assignments
• Manage availability, assignments, service areas, approved rates, responsiveness, quality, and performance
• Build a reliable bench proactively rather than waiting for a coverage crisis
• Coach, restrict, reassign, or recommend replacement of underperforming providers within established authority
• Respond professionally and proactively to law-firm client questions by email and phone
• Handle routine complaints, status escalations, service recovery, and billing questions within established authority
• Coordinate with clients and servers when additional facts or instructions are needed
• Ensure clients do not repeatedly request information the company should already have provided
• Ensure served and non-served jobs are closed promptly and accurately
• Confirm attempts, dates, addresses, notes, outcomes, affidavits, attachments, and invoice details are complete and internally consistent
• Coordinate corrections before final closeout and keep the closeout backlog current
• Oversee billing and AR performance, including invoice accuracy, billing cycle time, collection cadence, aging trends, and escalation of exceptions
• Directly manage Job Entry and Billing/AR team members, including daily priorities, workload balancing, coaching, quality, timeliness, and accountability
• Develop employees so they make increasingly sound decisions and require less chasing
• Create cross-training and coverage so routine operations continue during absences
• Own daily operating metrics for assignment, aging, update timeliness, closeout, quality, client experience, server performance, billing, AR, and owner dependency
• Use operating and economic data to protect customer experience, reduce rework and billing leakage, control server-cost variance, and protect gross margin
• Document and standardize operating procedures, escalation paths, and coverage plans
• Partner with Gregg and Jorge on carefully selected automation opportunities
• At least five years of operations experience in a high-volume, deadline-sensitive service environment
• Experience managing employees and external providers while maintaining control of many concurrent assignments and exceptions
• Demonstrated ability to build accountability and follow-through without becoming the bottleneck
• Strong commercial judgment: ability to balance customer experience, cost, margin, risk, urgency, and precedent
• Excellent written and spoken English, including credible, composed communication with U.S. professional-services clients under pressure
• Professional client-service and complaint-resolution skills
• Strong attention to detail in documents, deadlines, invoices, operational records, and quality controls
• Comfort with persistent provider follow-up and direct performance conversations
• Experience working remotely with a U.S.-based team
• Availability Monday–Friday, 8:00 AM–5:00 PM Eastern Time
• Strong working knowledge of ticketing systems, operational databases, spreadsheets, and business communication tools
• Process-serving, legal-support, litigation-support, or law-firm operations experience
• Freight forwarding, logistics, dispatch, field service, courier operations, or vendor-network management experience
• Experience managing independent contractors or geographically distributed service providers
• Professional Spanish proficiency
• Familiarity with Zendesk and QuickBooks
• Experience documenting processes and partnering with technical teams on workflow improvement or automation
• Routine jobs move reliably from intake through closeout without owner intervention
• Rush jobs receive a substantive server update or operational resolution within one business day; routine jobs within three business days
• Clients receive timely, credible communication and fewer service-related surprises, complaints, and avoidable rework
• The internal team becomes more independent, capable, and reliable under clear standards
• Server coverage, responsiveness, quality, and cost are actively managed
• Closeout, affidavit, invoice, billing, and AR performance remain current and measurable
• Routine operations continue during the manager’s planned absence without Gregg or Chelsea returning to job chasing
• $3,000–$4,000 USD per month
• Full-time, long-term opportunity with a U.S.-based company
• Fully remote opportunity
• U.S. Eastern Time working hours, typically 8:00 AM – 5:00 PM ET, Monday through Friday
• Contractor-based role with 10 days of unpaid time off per year
• Approximately 5–6 U.S. and/or local holidays per year, depending on the candidate’s country
Operations, Process Management, Team Management, Client Service, Vendor Management, Billing, Accounts Receivable, Process Improvement, Logistics, Quality Control, Ticketing Systems, Operational Databases, Spreadsheets