Own the end-to-end communication strategy for process servers, including app updates, policy changes, onboarding touchpoints, and performance-related messaging
Develop and implement structured communication plans that replace ad hoc outreach, ensuring messaging is clear, timely, and coordinated across teams
Translate complex operational and compliance information into clear, concise, and actionable messaging for a non-desk workforce
Design and deliver onboarding and training content tailored for independent contractors, using accessible, flexible formats (e.g., short-form, mobile-friendly content)
Audit and continuously improve educational content, focusing on what drives real behavior change rather than content volume
Manage and maintain the knowledge base, ensuring all process server-facing resources are accurate, up to date, and easy to navigate
Identify and act on operational feedback signals, including support ticket trends, content gaps, and areas of confusion, and translate insights into content or process improvements
Partner cross-functionally with teams such as Support, Product, and Operations to align messaging, sequence communications, and ensure consistency
Collaborate with Engagement & Retention partners to support community initiatives through clear, consistent messaging that reinforces tone and brand
Prepare internal teams for external communications by providing context, messaging guidance, and toolkits to ensure a seamless support experience
Requirements
Experience managing communications or content programs for a distributed, non-desk audience (gig workers, field technicians, drivers, or similar)
Familiarity with CRM or messaging platforms (such as HubSpot or similar tools), including the ability to build and launch basic campaigns
Strong written communication skills with a clear, conversational, and empathetic tone - able to translate complex information into plain language
Demonstrated ability to move work forward efficiently, prioritizing progress and iteration over perfection
Background or exposure to performance support, human-centered design, instructional design, or related fields
Experience coordinating cross-functional communication across multiple stakeholders with competing priorities
Comfort with LMS platforms and a willingness to quickly learn new tools
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. Join our team today!
Benefits
Health, Dental, Vision insurance401(k) with company matchingPaid time off7 Paid company holidays4 Floating holidays per-yearLife Insurance and AD&D InsuranceLong Term DisabilityHealth Care Reimbursement Flexible Spending AccountDependent Care Flexible Spending AccountEAP (Employee Assistance Program)Pet InsuranceCompany sponsored Orca CardGrowth opportunitiesSchedule: Monday through Friday, 8am to 5pm, hybrid at our Seattle HQ OfficeSalary Range: $68,000 -$80,000Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance.Health insuranceDental insuranceVision insurance401(k)Flexible schedule
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.
Role Summary:
The Manager, Process Server Experience & Communications owns the communication systems, education strategy, and engagement programs that shape how ABC Legal's process server network experiences the platform. This role is less about building training content and more about ensuring process servers feel informed, supported, and prepared - through the right message, at the right time, in the right format.
This role sits within the Process Server Experience pillar and partners closely with the Manager, Process Server Engagement & Retention, as well as the broader Process Server Network teams.
Reports to: VP, Process Server Network
Abclegalservices · Seattle, WA