General Manager – Legal Fulfillment Services
InfoTrack US
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $177,440 - $221,800 per year
About the role
- 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.
Requirements
- 10-12 years of experience in high-volume operations leadership within a marketplace, gig-economy, contractor-based, or logistics-heavy environment.
- 10–12+ years of progressive operations leadership
- Experience in litigation support (service of process, court filing, investigations, records retrieval) strongly preferred but not required.
- Demonstrated success managing large operational teams and distributed contractor networks.
- Significant experience using automation, workflow tools, and operational analytics to scale throughput without sacrificing quality.
- Familiarity with regulatory frameworks governing independent contractors (e.g., AB5).
- Highly data-driven; able to interpret complex operational metrics and translate them into action.
- Strong leadership and coaching capability, with a bias toward innovation and continuous improvement.
- Exceptional operational judgment with the ability to maintain SLA performance under volume pressure.
- Deep technical fluency and comfort working closely with product and engineering teams.
- Strong cross-functional communication and alignment skills; capable of influencing without formal authority.
Benefits
- 401(k) Match
- Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
- Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
- 20 Days of Paid Time Off (PTO)
- 11 Paid Holidays
- “Be Me Time” off for mental health, re-charging, volunteering
- Matching Gift Program
- Monthly Internet Stipend for Remote Employees
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operations leadershipautomationworkflow toolsoperational analyticsdata interpretationperformance standardsKPI managementquality assurancecompliance managementrisk mitigation
Soft Skills
leadershipcoachinginnovationcontinuous improvementoperational judgmentcross-functional communicationinfluence without authorityteam managementproblem-solvingdata-driven decision making