InfoTrack US

Attorney

• Lead day-to-day execution of all One Legal Fulfillment Services (OLFS) OLFS services, ensuring timely service completion, accuracy, and regulatory compliance across all job types.
• Manage and develop a high-performing operations team and oversee a nationwide contractor network.
• Maintain OLFS as the benchmark agency for quality and reliability within the broader multi-agency marketplace.
• Uphold OLFS’s role as an option within the marketplace, contributing insights that shape platform-level evolution.
• Leads the operations function through managers and senior team members, setting operational priorities, and performance standards aligned with organizational objectives.
• Own core operational KPIs, including SLA performance, quality scores, service success rate targets, contractor satisfaction, and incident reduction.
• Use real-time data to diagnose issues, drive efficiency, and ensure predictable throughput as volumes increase.
• Own contractor pay strategy and incentives to protect and expand margin while ensuring adequate coverage and quality.
• Oversee onboarding, performance standards, compliance, and capacity management.
• Simplify workflows and remove bottlenecks to handle higher job volumes with fewer manual touches.
• Champion automation, AI, and operational tooling ensuring OLFS remains the primary testing ground for innovation in the Exchange division.
• Provide input into product roadmap discussions, especially around automation opportunities, operational tooling, and contractor experience.
• Maintain rigorous auditability, quality assurance, and documentation for all workflows.
• Identify and mitigate operational risks, such as volume spikes, contractor shortages, quality lapses, or SLA threats.
• Ensure compliance with all relevant legal and procedural standards across jurisdictions.
• Lead OLFS’s contribution to new workflow pilots, expanded service categories (e.g., records, investigations), or new operational models.
• Continuously elevate operational maturity using a data-first, coaching-focused, automation-forward leadership style.

General Manager – Legal Fulfillment Services

Customer Success Manager

• Serve as the lead point of contact for your assigned accounts, providing exceptional customer service and building strong, long-lasting relationships.
• Conduct informational product demos and training to identify opportunities to expand product usage and increase customer retention.
• Collaborate with the sales team to identify and grow opportunities within the client base, utilizing your sales disposition and high activity level.
• Forecast and track key account metrics, prepare reports on account status, and proactively prevent customer churn.
• Assist with challenging client requests or issue escalations as needed, demonstrating high impact communication and problem-solving skills.
• Attend tradeshows organized by the marketing team, representing One Legal and showcasing our solutions to potential clients.
• This is a hybrid role based in our San Francisco office, with regular in-office presence required three days a week

Account Manager

• Ensure that our Contractor recruitment processes are set up per the rules and requirements in jurisdictions within your territories.
• Create and implement Contractor recruitment campaigns within your territory.
• Manage the Contractor recruitment process in your territory, leading applicants through the process, making decisions based on their inputs/credentials, background checks, and other sources of information.
• Answer Contractor questions throughout the recruitment process (e.g., payment model, software, service expectations, and any aspects of our independent contractor agreement).
• Onboard new Contractors, using specific articles or videos if required, to ensure that all new Contractors can quickly begin to participate in our workflow.
• Ensure that lists of active servers, credentials, related documentation, and information are up to date for Contractors in your area.
• Be the key point of contact for Contractors in your area, handling their issues and inquiries.
• Regularly review Contractor coverage in your area, identifying areas that are lacking or may require additional coverage or zone review, or present unique challenges.
• Proactively respond to ongoing issues within your territory that may affect Contractors or hinder their ability to perform (e.g., extreme weather situations, gas price spikes, road closures, “trouble areas,” changes in serving rules/regulations).
• Monitor Contractor performance metrics, including Job Scoring and mobile app usage reports, and pro-actively reach out to Contractors in need of additional training or guidance.
• Handle escalations and interviews relating to Contractor performance issues from the Collections, Escalations and Fulfillment Teams willingly.
• In concert with your Contractor Success colleagues, create and implement programs to improve the satisfaction of our Contractors (e.g., incentives to drive desired behavior, making education and training available).
• Meet regularly with Contractors by phone, Zoom and in person to gather feedback. Collate, prioritize, and share Contractor feedback with your direct report regularly.
• Contribute to our Contractor Success communications, including creating articles for our knowledge base/support page and offering content ideas for our regular “Service” email bulletin.
• Research and understand the rules and regulations related to process servers and private investigators in the jurisdictions within your territory.
• Actively follow and participate in the process server community in your territory (e.g., following process server news and joining/participating in appropriate associations and groups).
• Monitor changes in the courts in your territory (eFiling, openings/closures, rules changes).
• Attending conferences, meetings, and events relating to the process serving industry as necessary and warranted.
• Gather and share product feedback with appropriate internal colleagues.
• Provide updates on Contractors in your area to management as requested.

Contractor Relations Manager

Customer Support

• Assist customers via phone, email, and chat by guiding them through product processes and resolving issues efficiently.
• Provide feedback to improve support materials, tools, and processes.
• De-escalate distressed customers and ensure timely, effective resolutions.
• Deliver clear, professional communication with strong comprehension and problem-solving skills.
• Work collaboratively with teammates and leadership, remaining open to coaching and feedback.
• Advocate for customers by sharing insights to improve products and services.
• Use available tools and resources to enhance customer experience and meet performance goals.
• Stay accountable for personal growth, training, and continuous improvement.
• Adhere to schedules, policies, and performance expectations, ensuring efficient call management and service delivery.
• Foster a positive, solutions-oriented work environment by providing feedback and recognizing team achievements.
• Align daily work with company values, engagement initiatives, and a culture of collaboration and celebration.

Customer Support Specialist – Green Filing

DevOps Engineer

• Actively manage and optimize Kubernetes clusters, ensuring high availability and optimal performance.
• Design, implement, and maintain CI/CD pipelines using Azure DevOps or GitHub Actions, with an emphasis on integrating security measures and automated testing.
• Enhance the scalability and reliability of containerized environments, leveraging your growing expertise in Docker and Kubernetes.
• Develop and refine programming/scripting skills in languages such as PowerShell and Bash, applying automation to streamline operations.
• Utilize IaC tools like Terraform with a focus on best practices and security considerations.
• Take a proactive role in ensuring the operational stability of software in production, including developing monitoring solutions and refining alerting mechanisms.
• Enhance documentation, project specifications, and business cases with clear, concise communication.
• Liaise with global stakeholders and build strong relationships with other cloud infrastructure and DevOps teams in Australia and the UK.

General Manager – Legal Fulfillment Services

Customer Success Manager

Contractor Relations Manager

Customer Support Specialist – Green Filing

DevSecOps Engineer