Process Server Experience & Communications Manager

About ABC Legal Services: ABC Legal Service 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. Role Summary: The Manager, Process Server Experience & Communications owns the communication systems, education strategy, and engagement programs that shape how ABC Legal's process server network experiences the platform. This role is less about building training content and more about ensuring process servers feel informed, supported, and prepared — through the right message, at the right time, in the right format.   This role sits within the Process Server Experience pillar and partners closely with the Manager, Process Server Engagement & Retention, as well as the broader Process Server Network teams.   Reports to: VP, Process Server Network Key Responsibilities: Own the end-to-end communication strategy for process servers, including app updates, policy changes, onboarding touchpoints, and performance-related messaging Develop and implement structured communication plans that replace ad hoc outreach, ensuring messaging is clear, timely, and coordinated across teams Translate complex operational and compliance information into clear, concise, and actionable messaging for a non-desk workforce Design and deliver onboarding and training content tailored for independent contractors, using accessible, flexible formats (e.g., short-form, mobile-friendly content) Audit and continuously improve educational content, focusing on what drives real behavior change rather than content volume Manage and maintain the knowledge base, ensuring all process server–facing resources are accurate, up to date, and easy to navigate Identify and act on operational feedback signals, including support ticket trends, content gaps, and areas of confusion, a