Contractor Relations Manager

About the role

The Contractor Relations Manager (a role we call “Contractor Success Manager” internally) is the key relationship driver with our independent contractors (“Contractors”). In your allocated territory, you are the team member serving as the vital liaison between our customers, internal staff, and Contractors to ensure that we have sufficient coverage, that Contractors can perform jobs in a timely and accurate manner, and that staff, and customers are satisfied.

You are responsible for all Contractor relations matters within your territory and coordination with your fellow Contractor Success Managers as this is a true team effort. This includes analyzing the market, understanding local rules and conditions, identifying coverage gaps and organizing recruitment campaigns, onboarding and training Contractors, maintaining ongoing Service Level standards, resolving customer and staff escalations, and managing ongoing relations with our Contractors.

Responsibilities

Contractor (“Contractor”) recruitment and onboarding

• Ensure that our Contractor recruitment processes are set up per the rules and requirements in jurisdictions within your territories.
• Create and implement Contractor recruitment campaigns within your territory.
• Manage the Contractor recruitment process in your territory, leading applicants through the process, making decisions based on their inputs/credentials, background checks, and other sources of information.
• Answer Contractor questions throughout the recruitment process (e.g., payment model, software, service expectations, and any aspects of our independent contractor agreement).
• Onboard new Contractors, using specific articles or videos if required, to ensure that all new Contractors can quickly begin to participate in our workflow.

Ongoing contractor (“Contractor”) management

• Ensure that lists of active servers, credentials, related documentation, and information are up to date for Contractors in your area.
• Be the key point of contact for Contractors in your area, handling their issues and inquiries.
• Regularly review Contractor coverage in your area, identifying areas that are lacking or may require additional coverage or zone review, or present unique challenges.
• Proactively respond to ongoing issues within your territory that may affect Contractors or hinder their ability to perform (e.g., extreme weather situations, gas price spikes, road closures, “trouble areas,” changes in serving rules/regulations).
• Monitor Contractor performance metrics, including Job Scoring and mobile app usage reports, and pro-actively reach out to Contractors in need of additional training or guidance.
• Handle escalations and interviews relating to Contractor performance issues from the Collections, Escalations and Fulfillment Teams willingly.
• In concert with your Contractor Success colleagues, create and implement programs to improve the satisfaction of our Contractors (e.g., incentives to drive desired behavior, making education and training available).
• Meet regularly with Contractors by phone, Zoom and in person to gather feedback. Collate, prioritize, and share Contractor feedback with your direct report regularly.
• Contribute to our Contractor Success communications, including creating articles for our knowledge base/support page and offering content ideas for our regular “Service” email bulletin.

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Research and Market analysis

• Research and understand the rules and regulations related to process servers and private investigators in the jurisdictions within your territory.
• Actively follow and participate in the process server community in your territory (e.g., following process server news and joining/participating in appropriate associations and groups).
• Monitor changes in the courts in your territory (eFiling, openings/closures, rules changes).
• Attending conferences, meetings, and events relating to the process serving industry as necessary and warranted.

Other responsibilities

• Gather and share product feedback with appropriate internal colleagues.
• Provide updates on Contractors in your area to management as requested.
  
  

Requirements

• Bachelor’s degree or equivalent experience gained through employment.
• 2+ years’ Experience in handling documentation such as legal documents, medical records, financial applications, or other sensitive materials. 
• 2+ working at a law firm, courthouse, attorney service or corporate or government legal department, or a bachelor’s degree in legal studies or a closely related field such as criminology, political science, or business administration. 
• Previous work experience in a high-volume civil litigation law office or legal service support company preferred 
• Precision and Care: Emphasize meticulous and accurate handling of documentation, especially in legal matters.
• Attention to Detail: Review and assess documents for accuracy, create legal affidavits, and adhere to department procedures for legal compliance.
• Customer and Contractor Interaction: Communicate clearly, courteously, and professionally with clients and independent contractors, both verbally and in writing.
• Strong Interpersonal Skills: Listen and communicate effectively with team members, maintaining a positive attitude and productivity in a high-volume environment.
• Legal Acumen: Strong foundational knowledge of civil lawsuits, filing, and service protocols, with experience or education in civil procedure and legal documentation.
• Tech Enthusiasm: Technologically adept, with the ability to learn and adapt to new software tools quickly and leverage technology to improve efficiency.
• Communication Proficiency: Convey complex legal information effectively over the phone and via email.
• Technical Proficiency: Advanced computer skills, including order management systems, CRM software, and standard Microsoft applications.

Benefits

What Sets InfoTrack apart from other companies?

We are a remote-friendly company! We encourage you to apply from anywhere in the United States. Whether you choose to work in an office or remotely, we strive to ensure that you have the resources and training that you need to successfully collaborate and succeed. At InfoTrack, we’re committed to a workplace where everyone feels comfortable to do their best work and, yes, have fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Here is what we offer full-time employees

• 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

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

InfoTrack was recently certified as a Great Place to Work® Find out what our employees are saying

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