Court Support Manager

Responsibilities

• Team Leadership & People Management
• Directly manage five Court Support Team Leads, providing day-to-day direction, coaching, and performance oversight.
• Conduct regular one-on-ones, formal performance reviews, and development planning for all direct reports.
• Own personnel decisions including hiring, corrective action, and recognition in partnership with HR.
• Foster a culture of accountability, continuous improvement, and high engagement across all five teams.
• Identify and develop internal talent for future leadership opportunities.
• KPI Ownership & Performance Analytics
• Own and drive KPI targets across all Court Support teams, including touches per specialist, resolution rates, queue age, and first-touch completion (FTC) metrics.
• Review daily output tracker data reported by leads; synthesize into actionable insights for the Senior Manager.
• Track and analyze meaningful resolution trends to identify systemic issues and opportunities.
• Deliver regular performance reporting to the Senior Manager of Physical Fulfillment, including productivity highlights, risks, and support needs.
• Partner with leads to ensure KPI data is captured accurately and consistently.
• Court & Sheriff Relationship Management
• Build and maintain strong, trust-based relationships with court clerks, sheriff's offices, and other county personnel across all supported jurisdictions.
• Serve as the primary escalation point for complex jurisdiction-specific issues that exceed lead authority.
• Stay current on court procedures, filing requirements, scheduling norms, and regulatory changes across assigned jurisdictions.
• Proactively communicate relationship status and jurisdiction-level risks to senior leadership.
• Coaching & Volume Strategy
• Coach leads on strategic approaches to managing high-volume queues, prioritizing aging work, and preventing backlogs.
• Guide leads through attendance and coverage decisions to maintain throughput without creating bottlenecks.
• Review and calibrate daily/weekly workload distribution across teams to balance capacity effectively.
• Advise on escalation triage: what to push, what to hold, and how to sequence competing priorities.
• Process Improvement & AI Integration
• Continuously identify opportunities to streamline workflows and reduce customer turnaround times.
• Champion the identification, piloting, and adoption of AI tools that improve team efficiency and output quality.
• Partner with operations, technology, and product teams to scope, test, and implement process improvements.
• Document and standardize updated workflows, ensuring leads and specialists are trained and aligned on changes.
• Training, Development & Court Process Education
• Serve as the subject matter expert on court and sheriff processes, educating leads and team members on jurisdiction-specific requirements.
• Develop and maintain training materials covering court filing procedures, service of process protocols, and best practices.
• Ensure leads are conducting team huddles, quality spot checks, and touchpoints that reinforce learning and consistency.
• Identify skill gaps across teams and build targeted coaching plans to close them.
• Lead Oversight & Daily Operations
• The Court Support Manager ensures their direct-report leads execute the following daily operational rhythm effectively:
• Start of Day:
• Reviewing pending work and backlog against the FTC list to ensure oldest jobs are assigned and processed first.
• Assessing team attendance and adjusting coverage to prevent bottlenecks.
• Logging prior day output tracker data to inform KPI reporting.
• Leading leadership and team huddles covering FTC errors, queue age, KPIs, wins, and blockers.
• Midday:
• Monitoring workflow and productivity, spotting delays,

Additional Information

About ABC Legal Services: ABC Legal Service is proud to be the national leader in service of process. We are a team of 1000 and growing with offices in Los Angeles, Oklahoma City, Phoenix, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We've been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer. Our focus is to expand our technology lead, acquire and integrate less efficient competitors, and tap into new segments through an integrated inbound marketing and sales approach. Job Overview The Court Support Manager is responsible for the overall performance, development, and operational excellence of five Court Support teams. Reporting to the Senior Manager of Physical Fulfillment, this role serves as the strategic and people leader for a team of Court Support Leads and their respective specialists. The Court Support Manager drives KPI attainment, champions process innovation - including the adoption of AI tools - and builds the deep court and sheriff relationships needed to improve turnaround times and deliver meaningful resolutions for ABC Legal's customers.

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