Assistant Manager, Fulfillment

Fulfillment United States Austin, Texas Mountain View, California Glendale, California Los Angeles, California


Description

​​About LegalZoom 
We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts. 
As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further. 
With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions. 
Remote-first 
Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness. 
At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person. 
This position will be (remote/or SF Bay Area, LA Metro, and Austin Metro office location/s) 
Overview 
LegalZoom wants leaders who are passionate about delivering world-class experiences & products to our customers!  Our Assistant Manager of Production plays a crucial role in supporting the overall operations and team management to help deliver world-class quality in our legal products and services which will provide a great Customer Experience.  You will execute and oversee core production processes related to document preparation to achieve performance goals through high levels of efficiency & productivity, quality, on-time delivery of services, employee satisfaction and Key Performance Indicators (KPIs). The challenges and opportunities of a continuously evolving business make leadership in the LegalZoom Fulfillment team a rewarding career. 

You will 
  • Lead a fulfillment team and provide guidance, accountability, goal-oriented coaching and support to team members to enhance performance, which includes setting clear performance goals for the team and help eliminate any barriers to the team’s success. 
  • Lead with empathy and respect while building a great team by motivating, recognizing and inspiring team members. 
  • Champion our customers and address escalated customer inquiries and resolve complex issues. 
  • See the whole picture to champion our customers, products and our team through collaboration with internal and external cross-functional partners by cultivating relationships, mentoring, and effectively communicating to achieve overall organizational goals. 
  • Demonstrate effective time management skills, ensuring consistent completion of essential administrative duties and foundational role tasks, while managing commitments to our customers, team and operations. 
  • Monitor queues, Service Level Agreements (SLA’s) and company initiatives to cross-train and reallocate resources to ensure sufficient fulfillment support is available for various tasks within the filings process. 
  • Build and utilize reporting tools and develop reports to monitor Key Performance Indicators (KPIs), achieve financial and operational objectives, track productivity and quality, as well as identify opportunities for continuous improvement. 
  • Support the development and implementation of processes and technologies to maximize efficiencies and quality in production as well as employee satisfaction and retention. Driving continuous quality improvements (systems, processes, and capability), innovation and elimination of non-value added tasks. 
  • Maintain practical proficiency with production and related activities of all processes managed while proactively identifying efficiency and customer impact improvements within our department from conception through implementation, evaluation and refinement.  
  • Perform other related duties as directed by management. 

You have 
  • Excellent communication skills, both written and verbal. You can communicate clearly and directly to ensure your message is heard with no confusion. 
  • Demonstrated a solid track record of leadership experience in a high-volume, process-oriented production, order fulfillment, legal or service environment with 3+ years.   
  • Cross-industry experience is welcome. 
  • Highly ethical individual with a strong desire to succeed both professionally and personally. 
  • Advance MS Office skills. 
  • Proven ability to drive amazing customer experience and results through team development. 
  • You are flexible with your schedule. Your work hours will be based on business needs. 
  • Remote employees should confirm that the internet service available has adequate bandwidth to support all work processes. 
 
 LegalZoom is a remote-first company and the national range for this role is ($64,100 - $83,150). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below. 
  Medical, Dental, Vision Insurance 
  401k, With Matching Contributions 
  Paid Time Off 
  Health Savings Account (HSA) 
  Flexible Spending Account (FSA) 
  Short-Term/Long-Term Disability Insurance 
  Plus other wellness benefits to include: 
  Fertility 
  Mental Health 
  One Medical 
  Fringe lifestyle benefits up to $250 
  
Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment.  LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.