About Us:
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.
About Our Client:
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.
About the Role:
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.
Responsibilities:
• 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…