Associate Director, Fulfillment Service of Process

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 solutio