Dispatch Team Lead (Detroit, MI)

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 Lead to oversee and optimize the dispatch of service of process jobs across our marketplace. This role ensures the right process servers accept the right jobs at the right price and time while balancing speed, cost, and quality to maximize client satisfaction. Core objectives for this role:

• Drive operational excellence and financial performance by balancing speed, cost, consistency, and quality across all dispatch decisions.
• Cultivate and lead a high-performing team that ensures jobs are dispatched efficiently and competitively to maintain strong take rates, user retention, and client satisfaction.
• Build and maintain 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:

• Own and monitor team 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, 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 building, mentoring, and leading high-performing teams.
• 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:

• 3+ years of professional work experience dispatching jobs in a comparable industry
• Experience negotiating with vendors for the best price possible to drive financial impact
• 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

Compensation & Benefits:

• Salary range $60,000 - $75,000 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.

Salary

• $60,000 - $75,000