Associate Director, Fulfillment Service of Process

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Associate Director, Fulfillment Service of Process

senior · Operations

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here.

Office Location: Hybrid - USA-TX-Dallas-Bryan Street

What We Offer:  

The Associate Director, Fulfillment Service of Process role offers growth potential opportunities, professional development, an engaging team environment, and amazing benefits.

What You'll be Doing:

As the Associate Director, Service of Process, you will provide senior operational leadership for the receipt, processing, documentation, and timely forwarding of service of process, legal notices, and official government correspondence on behalf of clients served through our national registered agent network.

You will be accountable for the day-to-day performance of Service of Process operations, leading multiple teams and operational managers within a high-volume, time-sensitive, and compliance-focused environment. Your primary focus will be ensuring that critical legal documents are handled accurately, securely, and timely while consistently meeting customer commitments, service level expectations, and jurisdictional requirements.

This role requires a strong operational leader with deep knowledge of Service of Process and the ability to translate that expertise into disciplined execution, effective workforce management, strong operational controls, and exceptional customer outcomes.

You will work closely with the Director of Service of Process and other FCOE leaders to execute operational strategy and will serve as a key operational partner to the Product, Technology, Compliance, and other functions on workflow optimization, automation, technology, and continuous improvement initiatives.

Key Tasks: 

• Lead day-to-day Service of Process fulfillment operations, ensuring the timely, accurate, secure, and compliant receipt, processing, documentation, and forwarding of legal documents across multiple jurisdictions.

• Lead and develop operational managers responsible for teams supporting document intake, processing, quality assurance, exception management, customer support, and fulfillment activities.

• Maintain a strong command of daily operational performance, proactively identifying emerging issues, capacity constraints, service risks, and customer impacts and ensuring appropriate action is taken.

• Execute operational strategies and priorities established by FCOE leadership, translating organizational objectives into clear expectations and measurable results for operational teams.

• Ensure adherence to standard operating procedures, service level agreements (SLAs), quality standards, customer requirements, jurisdiction-specific requirements, and established operational controls.

• Monitor and improve key performance indicators including turnaround time, quality, document accuracy, productivity, backlog, service levels, customer satisfaction, and compliance performance.

• Establish a strong operating rhythm for performance management, including regular review of operational metrics, root-cause analysis, corrective action planning, and follow-through on performance commitments.

• Lead workforce planning, staffing optimization, scheduling, and resource allocation to effectively manage fluctuating Service of Process volumes while maintaining service and quality expectations.

• Ensure appropriate controls are maintained throughout the Service of Process lifecycle to protect document integrity, chain of custody, customer information, and regulatory compliance.

• Identify operational risks, process breakdowns, and recurring defects and ensure appropriate containment, root-cause analysis, corrective action, and escalation.

• Maintain operational readiness for audits, regulatory reviews, business continuity events, and other situations requiring demonstrated adherence to established processes and controls.

• Serve as a subject matter expert and operational voice for Service of Process, providing insight into workflows, customer needs, operational requirements, and potential impacts of proposed changes.

• Provide operational expertise and requirements for technology and innovation initiatives, ensuring proposed solutions address real operational needs and are practical, scalable, and sustainable.

• Support implementation and adoption of new technologies, workflows, automation, document management capabilities, and AI-enabled solutions within Service of Process operations.

• Ensure operational teams are prepared for change through effective communication, training, readiness planning, implementation support, and post-launch performance monitoring.

• Foster a culture in which employees and leaders continuously identify opportunities to improve quality, efficiency, customer experience, and employee experience.

• Partner with Customer Service, Compliance, Product, Technology, Sales, and other business functions to resolve operational issues and improve end-to-end customer outcomes.

• Develop, coach, and mentor operational managers and emerging leaders, strengthening leadership capability, accountability, employee engagement, and succession readiness.

• Communicate operational performance, risks, customer impacts, staffing considerations, and improvement opportunities to the Director of Service of Process and senior FCOE leadership.

• Support business continuity planning and operational readiness to ensure uninterrupted receipt and delivery of time-sensitive legal documents.

You're a Great Fit if You Have These Skills:  

• Operational Leadership - Demonstrated ability to lead complex, high-volume operations through multiple managers and teams while maintaining strong performance across service, quality, productivity, compliance, and customer outcomes.

• Service of Process Expertise - Deep understanding of Service of Process operations, including receipt and intake, legal document handling, document classification and processing, chain of custody, customer delivery, exception management, and time-sensitive fulfillment requirements.

• Performance Management - Strong ability to establish performance expectations, interpret operational data, identify trends and root causes, and hold leaders accountable for measurable improvement in operational results.

• Regulatory & Compliance Management - Knowledge of jurisdictional requirements, legal document handling standards, operational controls, audit readiness, information security, and risk mitigation practices associated with Service of Process and registered agent services.

• Workforce Management - Experience forecasting demand, planning capacity, allocating resources, and adjusting staffing strategies to effectively manage variable transaction volumes and service requirements.

• Operational Excellence - Demonstrated ability to identify process inefficiencies, reduce variation, improve quality, standardize workflows, and create sustainable improvements within complex operational environments.

• Risk & Control Management - Ability to identify operational risks, establish appropriate controls, manage exceptions, and ensure corrective actions address root causes and prevent recurrence.

• Talent & Leadership Development - Proven ability to coach and develop managers, strengthen leadership capability, improve employee engagement, and build a strong pipeline of future operational leaders.

• Change Leadership - Ability to successfully lead teams through workflow changes, technology implementations, organizational change, and evolving customer or regulatory requirements.

• Technology & Process Enablement - Strong understanding of how workflow management, document imaging, automation, data, and AI-enabled technologies can support operational performance, with the ability to translate operational needs into effective business requirements.

• Collaboration & Influence - Ability to build effective partnerships and influence outcomes across Operations, Operational Delivery, Product, Technology, Compliance, Customer Service, Sales, and other business functions.

• Customer Focus - Strong commitment to protecting customers through accurate, secure, compliant, and timely handling of critical legal documents and an understanding of the potential consequences when service expectations are not met.

You're a Great Fit if You Meet These Requirements (Required):

• Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent combination of education and relevant operational experience.

• Minimum of 8 years of progressive operations experience, with significant experience leading complex, high-volume, transaction-based or service-oriented operations.

• Minimum of 5 years of people leadership experience, including demonstrated success leading managers and multiple operational teams.

• Significant experience in Service of Process, registered agent services, legal document fulfillment, or a closely related legal or compliance-driven operational environment.

• Demonstrated experience managing operations in which accuracy, timeliness, security, compliance, and customer impact are critical to successful performance.

• Proven success managing operational performance through KPIs, service levels, quality measures, productivity metrics, workforce data, and other performance indicators.

• Experience managing fluctuating workloads and balancing staffing, capacity, customer commitments, and operational priorities within a high-volume environment.

• Demonstrated ability to identify operational problems, perform root-cause analysis, implement corrective actions, and sustain measurable performance improvements.

• Experience leading teams through process changes, technology implementations, workflow redesign, and other operational transformation initiatives.

• Proven ability to partner effectively with cross-functional teams while maintaining accountability for operational execution and results.

You're a Great Fit if You Meet These Requirements (Preferred):

• Deep knowledge of the registered agent industry and the operational requirements associated with receiving and forwarding Service of Process on behalf of customers.

• Experience leading geographically distributed, multi-site, or centralized fulfillment operations.

• Experience with document management, workflow management, imaging, automation, intelligent document processing, or AI-enabled operational technologies.

• Experience applying Lean, Six Sigma, or other continuous improvement methodologies within an operational environment.

• Experience working within highly regulated, legal, financial services, or other compliance-focused industries.

• Lean Six Sigma, operational excellence, or related process improvement certification is preferred.

What Makes Someone Successful in This Role:

The successful Associate Director is, first and foremost, a strong operational leader. They understand that Service of Process is not simply a document-processing function—it is a critical customer service in which accuracy, timeliness, security, and disciplined execution matter every day.

They stay close enough to the operation to understand what is happening, why it is happening, and where intervention is needed, while leading through managers rather than managing individual workflows themselves. They use data to drive decisions, establish clear accountability, develop strong leaders, and create an environment where teams consistently deliver against customer and business expectations.

They also recognize that operational excellence requires continuous evolution. They actively identify opportunities to improve how work gets done and bring deep operational expertise to partnerships with Operational Delivery, Product, Technology, and other teams. They are an effective advocate for the operation while remaining open to challenging existing processes and adopting new ways of working.

Most importantly, they understand the importance of the service we provide and create a culture in which employees recognize that every document represents a critical customer obligation requiring accuracy, urgency, and care.

Success in this role will be measured by:

• Consistent achievement of Service of Process turnaround time and service level commitments.

• Accuracy and quality of document processing and customer delivery.

• Effective management of operational risk, chain of custody, and compliance requirements.

• Reduction in defects, rework, exceptions, and preventable customer-impacting events.

• Effective management of staffing, capacity, productivity, and operational cost.

• Stability and predictability of operational performance during periods of fluctuating volume.

• Successful implementation and adoption of new workflows, technologies, and operational improvements.

• Measurable improvement in operational efficiency and employee effectiveness.

• Customer satisfaction and reduction in operationally driven escalations.

• Employee engagement, manager effectiveness, talent development, and succession readiness.

• Strength and effectiveness of partnerships across FCOE Operations, Operational Delivery, Product, Technology, Compliance, and Customer Service.

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #Bethedifference

Additional Information: 

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html  

 Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer. 

 The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They’re not intended to be an exhaustive list of all duties and responsibilities and requirements. 

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation range listed is based on primary location of the position.  Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. 

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.