Manager, Fulfillment - Hybrid: Dallas, TX

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: 1999 Bryan Street Dallas, TX 75201

What We Offer:  

The Fulfillment Manager role offers growth potential opportunities, professional development, an engaging team environment, and amazing benefits.

What You'll be Doing:

The Manager, Fulfillment leads a team of fulfillment professionals responsible for delivering accurate, timely, and reliable Service of Process, Agent Services, and related compliance services to customers.

This is a hands-on operational leadership role within the Fulfillment Center of Excellence, overseeing a high-volume environment where accuracy, quality, responsiveness, and strong team performance are critical. The Fulfillment Manager is responsible for ensuring incoming legal documents are properly received, processed, scanned, reconciled, and ultimately delivered to customers within established service expectations.

The ideal candidate is a people-focused operational leader who thrives in a fast-paced environment, can effectively manage competing priorities, and understands the importance of balancing productivity with quality and customer commitments.

In addition to leading day-to-day operations, the Manager partners with teams across Service, Sales, Product, Technology, Compliance, SOP Support, Reconciliation, and Offshore Operations to resolve issues, improve processes, and deliver a consistent customer experience.

Key Tasks: 

Lead and Develop the Fulfillment Team

• Lead, coach, and develop a team of fulfillment professionals responsible for high-volume Service of Process and related compliance workflows.

• Establish clear expectations for productivity, quality, accuracy, service levels, and customer experience.

• Monitor individual and team performance and provide ongoing feedback, coaching, and support.

• Build a collaborative, accountable team environment focused on operational excellence and customer service.

• Identify training needs and ensure team members have the knowledge and resources needed to perform their responsibilities effectively.

• Manage daily staffing, workload distribution, priorities, and capacity to meet business and customer requirements.

Oversee Service of Process Operations

• Manage the daily intake and receipt of legal documents and Service of Process.

• Ensure incoming work is accurately received, processed, scanned, and routed for fulfillment.

• Monitor scanning quality and accuracy and address issues or gaps promptly.

• Ensure all Service of Process received at the location is appropriately processed and ultimately delivered to customers.

• Monitor workflow throughout the day and adjust priorities as needed to maintain service commitments.

• Ensure customer deliverables are completed accurately and within established turnaround times.

• Provide hands-on operational support when needed to meet customer commitments and business priorities.

Manage Quality, Accuracy & Reconciliation

• Maintain high standards for operational accuracy and quality in a high-volume environment.

• Monitor daily workflow and operational trends to identify risks, recurring issues, and opportunities for improvement.

• Verify end-of-day totals and reconcile incoming work against completed and outgoing work.

• Partner with SOP Support and Reconciliation teams to resolve discrepancies and ensure accurate processing.

• Identify root causes of quality or workflow issues and implement appropriate corrective actions.

• Ensure established operating controls, procedures, and compliance requirements are consistently followed.

• Escalate operational risks, capacity concerns, and service issues when appropriate.

Partner with Process Servers & Internal Teams

• Manage day-to-day interactions with process servers and address operational questions or issues.

• Serve as a point of escalation for fulfillment-related concerns.

• Partner with internal teams, including Service, Sales, Product, Technology, Compliance, SOP Support, Reconciliation, and Offshore Operations.

• Work cross-functionally to resolve issues, improve customer outcomes, and maintain effective operational workflows.

• Communicate clearly and proactively when issues may affect service delivery, quality, or customer commitments.

Drive Process Improvement

• Analyze operational trends, workflow performance, quality results, and recurring issues to identify opportunities for improvement.

• Recommend and implement process improvements that increase efficiency, quality, scalability, and customer satisfaction.

• Help establish and maintain consistent operating procedures and controls.

• Participate in initiatives designed to improve fulfillment processes and the overall customer experience.

• Support the implementation of scalable solutions across fulfillment operations.

Manage Workload & Capacity

• Monitor incoming volumes, staffing levels, workload, and operational capacity.

• Adjust priorities and resources based on business needs and customer commitments.

• Identify potential capacity constraints or service risks and escalate them appropriately.

• Ensure the team remains focused on the highest-priority work while maintaining quality and accuracy.

• Balance productivity expectations with the need for accurate, compliant, and timely customer deliverables.

The Dallas Fulfillment Manager will also oversee the Centralized Entity Selection Team. This team is responsible for entity selection, data entry, and management of rejected Service of Process work.

Additional responsibilities include:

• Lead and support the Centralized Entity Selection Team and its daily workflow.
• Oversee data-entry activities and ensure work is completed accurately and efficiently.
• Manage the review of rejected Service of Process.
• Ensure rejected work is appropriately reviewed and resolved.
• Oversee vendor-work reviews to:
  • Verify the correct entity was selected.
  • Confirm the stated rejection reason is accurate.
  • Determine whether Wolters Kluwer is or is not the registered agent.
  • Ensure the appropriate rejection correspondence is generated and sent to the serving party.
• Monitor trends in entity-selection errors and rejections and identify opportunities to improve accuracy and reduce recurring issues.
• Partner with appropriate internal teams to resolve complex entity-selection or rejection issues.

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

We're looking for an operational leader who can effectively manage people, processes, and priorities in a high-volume environment.

Required / Strongly Preferred Experience

• Experience leading a team in a high-volume operational, fulfillment, customer service, processing, or compliance environment.

• Demonstrated ability to coach, develop, and hold team members accountable for performance and quality.

• Strong organizational and workload-management skills.

• Ability to manage multiple priorities while maintaining accuracy and attention to detail.

• Experience working with established processes, procedures, operating controls, and service-level expectations.

• Strong problem-solving and decision-making skills.

• Ability to identify operational issues, determine root causes, and implement effective solutions.

• Strong written and verbal communication skills.

• Ability to work effectively with internal teams and external partners.

• Customer-focused mindset with an understanding of the importance of accurate and timely service delivery.

• Comfort working in a fast-paced, high-volume environment where priorities may change throughout the day.

Additional Experience That Would Be Valuable

• Service of Process or registered-agent experience.

• Legal, compliance, corporate services, or document-processing experience.

• Experience working with legal documents or other highly regulated/controlled workflows.

• Experience with reconciliation, quality assurance, data-entry operations, or document imaging/scanning.

• Experience managing vendor relationships or vendor performance.

• Experience leading process improvement initiatives.

• Experience managing centralized or shared-services teams.

• Experience with entity selection, rejection management, or registered-agent operations is particularly valuable.

What Success Looks Like:

In this role, success means building a strong, accountable team while ensuring the location consistently delivers accurate and timely service to customers.

You'll be successful when:

• The team consistently meets productivity, quality, service-level, and turnaround-time expectations.

• Incoming Service of Process is accurately received, scanned, processed, reconciled, and delivered.

• End-of-day work is accurately accounted for and reconciled.

• Customer commitments are consistently met.

• Quality issues and operational risks are identified and addressed proactively.

• Team members understand expectations and have the coaching and support needed to perform successfully.

• Process servers and internal partners receive timely, effective support.

• Recurring operational issues are identified and addressed at their root cause.

• Processes continue to become more efficient, scalable, and customer-focused.

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:

$60,700.00 - $106,000.00 USDThis role is eligible for Bonus.

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.