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 responsibiliti