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 data-driven, financially-minded, and solutions-oriented Dispatch Team Manager to lead, develop, and manage the Dispatch Team while optimizing the assignment of service of process jobs across our marketplace. This role owns the strategy and execution of dispatch operations. You will balance speed, cost, and service quality while driving team performance, financial results, and operational excellence.
Core Objectives:
- Set and enforce operational processes, standards, and policies for dispatch.
- Develop staffing, hiring, and training plans to ensure team capacity meets Proof’s business needs.
- Drive operational excellence and financial performance by balancing speed, cost, consistency, and service delivery quality across all dispatch decisions.
- Cultivate and manage a high-performing team that ensures jobs are dispatched efficiently and competitively to maintain strong take rates, user retention, and client satisfaction.
- Build, maintain, and expand scalable systems, tools, and processes that improve our dispatch speed.
- Partner cross-functionally to advocate for and influence technology improvements that streamline workflows.
- Cultivate a culture of accountability, continuous improvement, data-driven decision-making, and financial contribution.
Key Responsibilities:
- Hire, onboard, and develop team members, including performance reviews and personnel decisions.
- Create and maintain SOPs, training materials, and performance standards for dispatch functions.
- Own escalated high-risk jobs, client issues, and vendor performance issues.
- Own and monitor Proof’s Dispatch strategy to drive KPIs, including take rate, cost per job, and SLA adherence.
- Manage pricing and vendor negotiations to balance competitive market rates with company margin goals.
- Establish and maintain a reliable source of truth for vendors and other external partners.
- Oversee team scheduling, workload balance, and adherence to quality, cost, and timeline standards.
- Identify process gaps and lead continuous improvement projects to increase efficiency and scalability.
- Collaborate closely with cross-functional teams, including Marketplace Supply, Platform Operations, Customer Experience, and Product to improve systems, automation, and reporting.
- Provide structured coaching, feedback, and performance management for the Dispatch Team members, including handling escalations and training.
- Report regularly to the Director of Marketplace Supply on performance trends, process improvements, and resource needs.
Who You Are:
You are a data-driven and systems-minded dispatch professional who thrives at the intersection of people, process, and performance. You bring structure to fast-moving operations, using data and sound judgment to make confident decisions that balance speed, cost, and quality. You lead with clarity and accountability, ensuring your team and our platform operate efficiently and profitably. You care deeply about creating a seamless experience for clients, process servers, and your colleagues and you find motivation in improving systems, not just managing them.
You also:
- Have proven experience managing full-time or hourly operations teams with clear accountability expectations.
- You can think strategically and tactically, shifting between daily execution and long-term system improvement.
- You are able to make personnel decisions and hold team members accountable to measurable outcomes.
- Use data to identify trends, develop strategies, and make informed decisions quickly.
- Communicate clearly and confidently, including presenting insights to senior leadership.
- Thrive in fast-paced environments and bring an optimistic, high-energy approach to problem solving.
- Adapt quickly to change and embrace technology as a lever for efficiency and improvement.
Qualifications:
- 2+ years of experience managing an operations, dispatch, logistics, customer support, or similar team
- 3+ years of professional work experience dispatching jobs in a comparable industry
- Experience managing vendor relationships, supplier negotiations, or external partner performance.
- Experience leading and developing teams to achieve measurable performance goals
- Experience using dashboards to track team performance
- Experience managing operational metrics tied to profitability (e.g., cost per job, margin, take rate, etc.)
- Experience with data-driven process improvement
- Strong time management, organization, and communication skills
- Ability to prioritize and execute on multiple projects within stated deadlines
- Adaptable attitude towards change and comfort working in a fast paced environment
- Ability to self manage work and performance spanning multiple time zones
- Proficiency in MacOS, Google Suite (Gmail, Sheets, Docs, Slides), and camera enabled virtual communication
- Experience advocating for or implementing new tools, automations, or process improvements within an operational team
- Rapid ability to embrace new technologies and procedures
- Must be able to work in office, and to at least 5pm each work day
Preferred Qualifications:
- Bachelor’s degree preferred
- Previous experience with double-sided marketplace platforms or in the legal tech, service of process, or other legal service industries
- Experience building, documenting, and scaling complex processes
- Experience working closely and communicating effectively with a diverse set of stakeholders in a constantly evolving, rapid-growth environment with tight deadlines
- High energy working style and optimistic attitude toward overcoming challenges
Compensation & Benefits:
- Salary range $75,000 - $85,000 based on experience and location
- 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
E-Verify
This company participates in E-Verify, for more information view the Participation and Right to Work Posters.