Personal Injury Operations Manager

Job Description

Job Description

Personal Injury Operations Manager

Full-Time | Exempt

Reports To

Managing Partner / Chief Executive Officer

Position Summary

We are seeking a highly experienced Personal Injury Operations Manager to oversee the daily operations of a fast-paced plaintiff personal injury law firm. This leadership role is responsible for optimizing firm performance, driving operational excellence, ensuring exceptional client service, developing staff, implementing best practices, and creating accountability across all departments.

The ideal candidate possesses extensive experience managing personal injury legal operations, leading multidisciplinary teams, improving workflows, implementing KPIs, and maintaining compliance with legal and ethical standards. This individual must be an exceptional leader who thrives in a results-driven environment and is passionate about delivering outstanding client experiences.

Key Responsibilities

Operational Leadership

• Direct the day-to-day operations of the firm.
• Develop, implement, and continuously improve operational systems and procedures.
• Establish department goals and performance standards.
• Monitor operational efficiency and productivity.
• Identify bottlenecks and implement solutions.
• Oversee workflow from intake through settlement or litigation.
• Ensure consistent implementation of firm policies and procedures.
• Lead strategic initiatives that improve profitability and client satisfaction.

Staff Leadership & Management

• Recruit, interview, hire, onboard, and train legal staff.
• Supervise managers, case managers, legal assistants, intake personnel, settlement coordinators, and administrative staff.
• Conduct performance evaluations and coaching sessions.
• Develop employee performance improvement plans when necessary.
• Foster a positive, accountable, and collaborative workplace culture.
• Promote professional development and succession planning.

Case Management Oversight

• Ensure cases progress efficiently through every stage.
• Monitor case movement to prevent unnecessary delays.
• Review caseload distribution for balance and efficiency.
• Oversee compliance with client communication standards.
• Monitor medical records, billing requests, demand preparation, negotiations, settlements, and file closures.
• Ensure timely follow-up with clients, providers, and insurance companies.

Financial & Business Operations

• Monitor departmental budgets and operational expenses.
• Analyze productivity and profitability metrics.
• Assist leadership with forecasting staffing needs.
• Recommend operational improvements that increase revenue while controlling costs.
• Partner with accounting to monitor operational performance indicators.

Performance Management

Develop and monitor key performance indicators (KPIs), including:

• Average case cycle time
• Client satisfaction scores
• File audit compliance
• Client communication compliance
• Demand turnaround time
• Settlement cycle time
• Case manager productivity
• Intake conversion rate
• Employee performance metrics
• Revenue per employee
• Case inventory management
• Reduction success rates
• Employee retention
• Quality assurance scores

Compliance

• Ensure compliance with state and federal regulations.
• Maintain ethical standards and confidentiality.
• Ensure HIPAA compliance.
• Ensure proper documentation throughout the life of every case.
• Maintain compliance with trust accounting and legal procedures.
• Prepare for internal and external audits.

Technology & Process Improvement

• Manage legal case management software.
• Optimize technology utilization.
• Lead implementation of new systems.
• Develop operational dashboards and reporting tools.
• Utilize automation and AI to improve productivity where appropriate.
• Create Standard Operating Procedures (SOPs) for all departments.

Executive Reporting

Provide regular reports to executive leadership regarding:

• Firm performance
• Department productivity
• Staffing metrics
• Financial performance indicators
• Operational challenges
• Strategic recommendations
• KPI trends
• Client service metrics

Required Qualifications

• Bachelor's degree in Business Administration, Legal Studies, Management, or a related field preferred.
• Minimum 7–10 years of progressively responsible experience in plaintiff personal injury law.
• Minimum 5 years of operations or management experience within a law firm.
• Demonstrated experience supervising multiple legal departments.
• Extensive knowledge of personal injury case lifecycle from intake through settlement or litigation.
• Strong understanding of insurance claims, negotiations, liens, medical records, demands, and settlement processes.
• Experience developing SOPs and operational policies.
• Proven ability to improve efficiency and organizational performance.
• Strong financial and analytical skills.
• Excellent leadership, coaching, and conflict-resolution abilities.
• Outstanding written and verbal communication skills.
• High level of professionalism, integrity, and discretion.

Preferred Qualifications

• Lean Six Sigma or operations management certification.
• Project Management Professional (PMP) certification.
• Experience managing firms with 20+ employees.
• Experience implementing legal technology platforms.
• Experience leading organizational change initiatives.
• Advanced proficiency with Microsoft Office and reporting dashboards.

Required Technical Skills

Experience with one or more of the following:

• Clio
• Filevine
• Litify
• SmartAdvocate
• Needles
• CASEpeer
• MyCase
• Angel AI Legal Platform (preferred if applicable)
• Microsoft Excel
• Microsoft Power BI
• Adobe Acrobat
• DocuSign
• Legal CRM systems

Core Competencies

• Executive Leadership
• Strategic Planning
• Operational Excellence
• Process Improvement
• Team Development
• Client Service Excellence
• Financial Acumen
• Critical Thinking
• Organizational Skills
• Decision Making
• Change Management
• Time Management
• Accountability
• Emotional Intelligence
• Communication
• Negotiation
• Problem Solving

Success Measures

Within the first 90 days, the Operations Manager should:

• Evaluate all operational workflows.
• Establish department KPIs and reporting.
• Develop or update Standard Operating Procedures.
• Implement accountability metrics.
• Improve client communication standards.
• Reduce workflow bottlenecks.
• Increase employee productivity.
• Improve case movement throughout the firm.
• Deliver operational recommendations to executive leadership.

Why Join Our Team?

We believe operational excellence creates exceptional client outcomes. We are committed to building a culture of accountability, integrity, teamwork, innovation, and continuous improvement. This role offers the opportunity to make a lasting impact on the firm's growth while leading a talented team dedicated to serving injured clients with compassion and excellence.

Compensation

Competitive compensation package commensurate with experience, including:

• Competitive base salary
• Performance-based bonus opportunities
• Paid Time Off (PTO)
• Paid Holidays
• Health, Dental, and Vision Insurance
• Retirement plan options
• Continuing education and professional development
• Leadership development opportunities

How to Apply

Qualified candidates should submit:

• Resume
• Cover Letter
• Professional References
• Salary Requirements

Only candidates with substantial experience in personal injury legal operations and law firm management will be considered.

This posting is written to attract senior-level legal operations professionals and is suitable for firms seeking a true operations executive rather than an office manager. It emphasizes leadership, process improvement, financial oversight, and accountability while requiring significant experience in plaintiff personal injury law.