Regional Marketplace Manager

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Take charge of the supply and demand equilibrium across Western regions, pinpoint coverage gaps, recruit process servers, manage dispatch strategies, and enhance server capacity.

• Recognize and diagnose problematic areas before performance issues manifest on scorecards.

• Cultivate relationships with the region’s highest-volume servers as the in-market representative for ABC Legal.

• Conduct root cause analysis and offer recommended next steps.

• Lead regional incident responses for application outages, dispatch bottlenecks, weather disruptions, and other market challenges.

• Implement marketplace pilots, monitor in-market results, and share findings in partnership with project managers.

• Oversee regional incentive spending within the designated budget and proactively identify issues.

• Report on regional SLO attainment, closure of coverage gaps, and overall market health.

• Directly manage W2 employees, including the approval of time cards and performance reviews.

• Integrate structured learnings into incentive programs, dispatch rules, and pay mechanics for scalability in other markets.

• Collaborate with the Process Server Network, Compliance, Support & Experience teams, and project management.

⛳️ Requirements

• Proven experience managing a local market, territory, or region within a marketplace, gig, or field operations environment, particularly in an underperforming market.

• A strong data background: someone who gathers data independently rather than relying on reports, paired with practical judgment; able to review dispatch or SLO dashboards and know what questions to ask next.

• Experience overseeing W2 employees, including time card approval and completing performance reviews.

• Comfort in collaborating with project managers to define and execute in-market initiatives.

• At least one direct report you can specifically discuss, demonstrating your coaching abilities beyond mere headcount.

• A strong desire to engage directly in the market; this role is not remote or strategy-focused.

• Ability to translate in-market observations into clear, actionable feedback for a strategy team to leverage.

• Communicate market health effectively enough that leadership does not need to pursue updates; provide written reports when necessary, not just verbal updates.

• Proficiency in SQL or dashboard tools (Metabase, Looker, Claude Code) is preferred.

• Comfortable using Jira or similar tracking tools and platforms like Intercom is preferred.

• Experience conducting structured pilots or tests with defined hypotheses is preferred.

• Background in navigating ambiguous situations where no established playbook exists is preferred.

• Experience managing individuals in contract or hourly roles is preferred.

🏝️ Benefits

• Health, Dental, and Vision insurance.

• 401(k) plan with company matching.

• Paid time off.

• 7 paid company holidays.

• 4 floating holidays per year.

• Life Insurance and Accidental Death & Dismemberment (AD&D) Insurance.

• Long-term Disability coverage.

• Health Care Reimbursement Flexible Spending Account.

• Dependent Care Flexible Spending Account.

• Employee Assistance Program (EAP).

• Pet Insurance.