General Manager, One Legal Fulfillment Services

About the role

One Legal Fulfillment Services (OLFS) is the in-house litigation support agency for InfoTrack in California, functioning within the InfoTrack Exchange marketplace. Every month, OLFS handles over 20,000 tasks related to service-of-process, court filings, courtesy copies, and physical deliveries, setting the standard for quality and serving as the hub for innovation, testing, and idea generation across the physical services sector. In this position, the General Manager is accountable for all operational outcomes on a day-to-day basis for OLFS, ensuring that the organization consistently delivers fast, compliant, and reliable results at scale.

The General Manager supervises an internal operations team of approximately 40 personnel and a nationwide network of contractors, being responsible for operational KPIs, contractor compensation strategies, margin performance, and fostering continuous improvements through process optimization, automation, and efficiency enhancements. As a key leader within the Exchange division, the General Manager collaborates with cross-functional teams to facilitate marketplace growth and assess potential new service offerings, while maintaining a strong emphasis on executional excellence, operational performance, and positioning OLFS as a high-performing agency within the Exchange ecosystem.

This role offers a compensation range of $177,440 to $221,800 annually, with placement within the range based on experience, skills, and internal equity.

Responsibilities

Operational Leadership

• Lead day-to-day execution of all One Legal Fulfillment Services (OLFS) OLFS services, ensuring timely service completion, accuracy, and regulatory compliance across all job types.
• Manage and develop a high-performing operations team and oversee a nationwide contractor network.
• Maintain OLFS as the benchmark agency for quality and reliability within the broader multi-agency marketplace.
• Uphold OLFS’s role as an option within the marketplace, contributing insights that shape platform-level evolution.
• Leads the operations function through managers and senior team members, setting operational priorities, and performance standards aligned with organizational objectives.

Performance and KPI Accountability

• Own core operational KPIs, including SLA performance, quality scores, service success rate targets, contractor satisfaction, and incident reduction.
• Use real-time data to diagnose issues, drive efficiency, and ensure predictable throughput as volumes increase.

Contractor Network Strategy

• Own contractor pay strategy and incentives to protect and expand margin while ensuring adequate coverage and quality.
• Oversee onboarding, performance standards, compliance, and capacity management.

Process, Automation & Efficiency

• Simplify workflows and remove bottlenecks to handle higher job volumes with fewer manual touches.
• Champion automation, AI, and operational tooling ensuring OLFS remains the primary testing ground for innovation in the Exchange division.
• Provide input into product roadmap discussions, especially around automation opportunities, operational tooling, and contractor experience.

Quality, Risk and Compliance

• Maintain rigorous auditability, quality assurance, and documentation for all workflows.
• Identify and mitigate operational risks, such as volume spikes, contractor shortages, quality lapses, or SLA threats.
• Ensure compliance with all relevant legal and procedural standards across jurisdictions.

Innovation and Future Readiness

• Lead OLFS’s contribution to new workflow pilots, expanded service categories (e.g., records, investigations), or new operational models.
• Continuously elevate operational maturity using a data-first, coaching-focused, automation-forward leadership style.

Requirements

• 10-12 years of experience in high-volume operations leadership within a marketplace, gig-economy, contractor-based, or logistics-heavy environment.
• 10–12+ years of progressive operations leadership
• Experience in litigation support (service of process, court filing, investigations, records retrieval) strongly preferred but not required.
• Demonstrated success managing large operational teams and distributed contractor networks.
• Significant experience using automation, workflow tools, and operational analytics to scale throughput without sacrificing quality.
• Familiarity with regulatory frameworks governing independent contractors (e.g., AB5).
• Highly data-driven; able to interpret complex operational metrics and translate them into action.
• Strong leadership and coaching capability, with a bias toward innovation and continuous improvement.
• Exceptional operational judgment with the ability to maintain SLA performance under volume pressure.
• Deep technical fluency and comfort working closely with product and engineering teams.
• Strong cross-functional communication and alignment skills; capable of influencing without formal authority.

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.

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