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Server Experience Manager (Detroit, MI)
Detroit, MI
Marketplace Supply
Location: Detroit, MI - full time, onsite position
About Us
We're Proof, a high growth company in the legal tech industry founded in 2017. We've built a best-in-class legal services platform used by thousands of law firms with a sustained average growth rate of over 10%. Our marketplace platform helps law firms and pro se parties access more efficient, transparent, and accessible legal services that are not traditionally available to everyone. Our primary services are Service of Process and E-Filing. We currently support over 3,000 law firms throughout the US and countless pro se parties.
Position Overview
We are seeking a Server Experience Manager to serve as the operational and strategic owner of supply marketplace health within their region. This role is central to ensuring Proof has the right process servers in the right places to consistently deliver a high-quality client experience.
The ideal candidate combines strong interpersonal communication skills with the ability to quickly leverage new software, workflows, and business intelligence tools. You will work daily with Proof’s network of independent contractor process servers. Internally, you will partner closely with Platform Operations, Product, and Go-to-Market teams to align supply with demand, resolve marketplace friction, and surface insights that shape the process server experience and strategy.
You will support the full Server lifecycle in your markets – from activating new process servers, to engagement and retention, to reviewing server account compliance. This role requires a high degree of judgment, empathy, analytical capability, and operational discipline.
Key Responsibilities
Oversee Special Server Programs:
- Manage process server-facing initiatives within your region
- Act as the main point of contact for process servers in your region
- Negotiate with process servers on SLAs, pricing, volume expectations, capacity, and overall market health factors
- Use business intelligence tools, analytics, and cross-functional team input to identify markets in your region in need of intervention (e.g., recruitment needs, service delivery risks, pricing adjustments)
- Conduct fair and comprehensive investigations into alleged material breaches of Proof’s Process Server Agreement
- Partner closely with Platform Operations and Go-to-Market to support new client onboarding, priority client retention, and revenue goals
- Implement tactics to improve marketplace health, process server engagement and retention
- Collaborate with the Marketplace Supply team to support regional process server strategy, forecasting, and marketplace performance
- Create, refine, and maintain operational playbooks for working with and supporting Proof’s network of independent process servers
- 3-5 years of experience in marketplace operations, strategy, customer success, legal operations, operations, or a similar function
- Exceptional interpersonal communication skills with the ability to work respectfully and compliantly with independent contractors
- Strong negotiation abilities and comfort navigating sensitive or challenging conversations
- Demonstrated cross-functional collaboration and stakeholder management skills
- Experience applying data to diagnose problems, recommend improvements, and drive process changes
- Ability to manage multiple priorities and deliver results on tight timelines
- Highly adaptable and comfortable operating in a fast-paced, evolving environment with emergent needs
- Fast learner, with the ability to quickly adopt new software tools and data platforms
- Proficiency with MacOS, Google Suite, Slack, and virtual meeting technology
- Bachelor’s degree preferred
- Paralegal, law firm, and/or previous process serving experience highly preferred
- Previous experience with double-sided marketplace platforms strongly preferred
- Experience building, documenting, and scaling processes
- Experience working with a diverse and evolving set of stakeholders in a high-growth environment
- Familiarity with business intelligence or analytic tools (e.g., Looker, Tableau, PowerBI, Omni, etc.) is a significant plus
- Salary range based on experience and location $85,000-$95,000 with 10% variable comp
- Full-time, salary position
- Medical, dental, vision, disability, and 401k available
- Flexible Time off and paid holidays
- Necessary equipment provided
- Onsite position located in Detroit, MI
This company participates in E-Verify, for more information view the Participation and Right to Work Posters.
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Salary : $85,000 - $95,000