E-File Lead

Please note - Only internal applicants (current ABC Legal employees) will be considered for this vacancy. About ABC Legal Services: ABC Legal Services 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.  Overview The E-File Lead role at ABC Legal serves as the entry level management position, guiding a team of 10 to 15 E-File Specialists. The E-File Lead reports to one of the E-File Supervisors and is responsible for ensuring their team members understand and meet their objectives. This role manages day-to-day operations, employee timecards and scheduling, delivers feedback and performance evaluations, trains team members, and serves as the point of contact between staff and higher management. Leads recommend disciplinary action when necessary. The Lead also maintains hands-on, working knowledge of the workflows and states assigned to their team. The primary function of this role is acting as a problem solver and guide to their team. Success in this role means mastering team assignments and demonstrating a solid understanding of performance evaluation, including output, accuracy, and time gap review. This role works alongside the E-File Supervisors, who report to the E-File Senior Manager and shares quality control and new hire onboarding responsibilities on a defined rotation. This position is remote. Key Responsibilities Team Leadership and Supervision • Work with direct reports on goal setting and progress • Contribute to a positive, collaborative team culture through consistent, respectful, and constructive communication Daily Operations and Work Assignment • Own work assignment, daily team goals, and the daily team huddle • Send start-of-day and mid-day pulses to sub-teams so each specialist knows the oldest work and stays focused on completing it • Pivot direct reports to other sub-teams when needed, and train individuals who are pivoted • Track daily team metrics in a spreadsheet and maintain its functionality • Identify performance trends early and bring lower-performing team members up to standard Training, Documentation, and Quality • Design and conduct training sessions to ensure proficiency in E-File processes • Train and onboard new E-File Specialists, taking over after the Operations Quality Lead completes introductory training • Share new information with the team and train members on new and updated workflows • Develop educational materials and documentation to support ongoing learning and knowledge transfer • Maintain team documentation in Confluence, keeping procedures current as systems, client requirements, and workflows change • Serve as a resource for specialists on complex or unfamiliar case types Escalations and Workflow Continuity • Resolve escalated items from the E-File team promptly and effectively, and escalate to leadership when needed • Proactively identify stalled or impeded E-File processes through regular audits and performance assessments • Implement strategies to address bottlenecks and keep workflows moving smoothly • Collaborate with internal and cross-functional teams to troubleshoot disruptions and prevent recurring escalations • Develop contingency plans to limit interruptions to operations • Escalate recurring issues to lea