InfoTrack US · 11 hours ago
General Manager, One Legal Fulfillment Services
United States
Full-time
Remote
Director/Executive
$177K/yr - $222K/yr
10+ years expInfoTrack US is a leading provider in litigation support services, and they are seeking a General Manager for their One Legal Fulfillment Services division. The General Manager will oversee day-to-day operations, ensuring compliance and efficiency while leading a team and a nationwide contractor network to deliver high-quality services.
Information TechnologyLegalLegal TechSoftware
Responsibilities
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
Qualification
Required
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
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
Preferred
Experience in litigation support (service of process, court filing, investigations, records retrieval) strongly preferred but not required
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
Company
InfoTrack US
InfoTrack US is a legal technology firm that provides a platform with legal data, services, and smart searches.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ed Watts
CEO
Sebastian Mill
Chief Technology Officer
Recent News
2024-02-09
Company data provided by crunchbase