Contractor Relations Manager

About One Legal, an InfoTrack Company

One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us.

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 Contractors, staff, and customers are satisfied.

You are responsible for all Contractor relations matters within your territory. This includes analyzing the market, understanding local rules and conditions, identifying coverage gaps and organizing recruitment campaigns, onboarding and training Contractors, resolving customer and staff escalations, and managing ongoing relations with our Contractors.

Responsibilities:

Contractor Recruitment and Onboarding

• Ensure Compliance: Align recruitment processes with local jurisdiction rules.
• Create Campaigns: Develop and implement recruitment campaigns.
• Manage Process: Oversee applications, background checks, and evaluations.
• Answer Queries: Respond to questions about payment, software, and agreements.
• Onboard Contractors: Use resources to quickly integrate new Contractors.

Ongoing Contractor Management

• Update Information: Maintain current lists of servers, credentials, and documentation.
• Point of Contact: Address Contractor issues and inquiries.
• Review Coverage: Assess and improve coverage, addressing unique challenges.
• Proactive Response: Handle issues like extreme weather, gas prices, and road closures.
• Monitor Performance: Track metrics and provide additional training as needed.
• Handle Escalations: Address performance issues from the Escalations and Fulfillment Teams.
• Improve Satisfaction: Implement programs and incentives for better Contractor satisfaction.
• Gather Feedback: Collect and share feedback through regular meetings and communication.

Research and Market Analysis

• Understand Regulations: Research rules and regulations for process servers and private investigators.
• Community Participation: Follow process server news and participate in relevant associations and groups.
• Monitor Changes: Keep track of court changes, eFiling, closures, and rule updates.
• Attend Events: Participate in industry conferences and meetings as necessary.

Other Responsibilities

• Share Feedback: Provide product feedback to internal colleagues.

• Update Management: Report on Contractor status as requested.
  
  

Requirements

• 2+ years in a role involving regular communication with customers or contractors.

• Preferred experience in overseeing the recruitment and performance of independent contractors.

• Process server or paralegal certification preferred.

• Familiarity with process server and private investigator regulations in your territory.

• Understanding of rules and regulations governing independent contractors in your territory.

• Proficient with CRM software, mobile apps, document creation/editing, spreadsheets, data manipulation, and PDFs (including electronic signatures).

• Ability to summarize data using tables/charts and use data to solve business problems.

• Willingness to embrace and communicate changes to contractors.

• Professional interaction through phone, email, and videoconference.

• Comfortable demoing/training on software and presenting policies via videoconference.
• Ability to gather information, analyze data, and propose solutions.

Compensation

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

$75,000 base pay

Benefits

What Sets One Legal, an InfoTrack company, apart?

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 up to 5%
• 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.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.