Director of Operations

Position Summary We are is seeking a highly experienced and results-oriented Director of Operations to lead the firm's day-to-day business operations and drive organizational performance across intake, legal operations, finance, administration, technology, human resources, and client service.

This role serves as the operational leader of the firm, translating ownership's strategic vision into measurable goals, structured processes, and accountable execution. The Director of Operations will oversee department managers, optimize workflows, implement performance metrics, improve case progression, and ensure operational excellence while supporting sustainable growth.

A key focus of this position is improving case velocity and operational efficiency by identifying bottlenecks, developing scalable systems, and enhancing accountability throughout the organization. The successful candidate will possess strong leadership capabilities, law firm operational expertise, and a proven ability to improve performance through data-driven decision-making.

Key Responsibilities Strategic Leadership & Operational Execution Translate business objectives into actionable operational plans and measurable outcomes. Drive execution of strategic initiatives, quarterly priorities, and long-term operational goals. Lead cross-functional teams while ensuring alignment between departments. Identify organizational challenges and implement effective solutions. Reduce operational dependency on firm ownership through structured management systems. Law Firm Operations Management Oversee daily operations across intake, administration, reception, finance, technology, and legal support teams. Develop and maintain operational processes that improve efficiency and scalability. Monitor workflow performance and ensure timely completion of business objectives. Coordinate staffing and resource allocation across departments. Case Flow Optimization Analyze and improve the personal injury case lifecycle from intake through resolution. Identify bottlenecks affecting treatment progression, demand preparation, and settlement timelines. Implement workflow strategies that prioritize cases based on value, complexity, and strategic importance. Monitor cycle times, workload distribution, task aging, and operational efficiency metrics. People Leadership & Accountability Lead, mentor, and develop department managers and operational staff. Establish clear performance expectations and accountability standards. Conduct performance reviews, coaching sessions, and corrective action processes when necessary. Support hiring, onboarding, workforce planning, and succession planning initiatives. KPI & Performance Management Develop and maintain operational dashboards and reporting systems. Monitor KPIs related to client service, intake conversion, workflow efficiency, staffing, and financial performance. Analyze performance trends and drive corrective action plans. Present meaningful operational insights and recommendations to ownership. Financial Oversight Manage budgets, departmental expenses, staffing costs, and resource planning. Review financial performance and support profitability objectives. Assist leadership with forecasting, capacity planning, and operational investment decisions. Ensure proper financial controls and operational compliance. Technology & Process Improvement Drive adoption of legal technology, automation tools, and AI solutions. Improve utilization of case management software and workflow systems. Lead process documentation and SOP development initiatives. Promote continuous improvement and operational innovation. Vendor & Office Management Oversee vendor relationships, contracts, service agreements, and performance evaluations. Ensure smooth operation of office facilities and administrative services. Maintain professional standards throughout the workplace environment. Required Qualifications Minimum of 3 - 5 years of operations leadership experience, preferably within a law firm environment. Demonstrated experience leading managers and cross-functional teams. Strong background in operational strategy, process improvement, and organizational development. Experience developing and monitoring KPI dashboards. Proven ability to implement and manage Standard Operating Procedures (SOPs). Experience managing budgets, financial reporting, and operational planning. Strong leadership, coaching, and performance management skills. Excellent analytical and problem-solving abilities. Outstanding verbal and written communication skills. Ability to handle confidential client, employee, and business information with discretion. Proficiency in business systems, reporting tools, and operational technology. Ability to work full-time in an office environment. Preferred Qualifications Experience within a personal injury law firm. Experience in contingency-fee legal practices. Familiarity with case management systems such as Filevine or similar platforms. Experience implementing AI-driven legal technologies, including EvenUp. Background in legal operations, intake management, or pre-litigation workflows. Experience leading organizational growth and change management initiatives. Bachelor's degree in Business Administration, Operations Management, Finance, Human Resources, or a related field. MBA or other advanced business, management, or legal administration credentials. Experience creating scalable operational structures within growing organizations. Physical Requirements Ability to work onsite in a professional office environment five days per week. Ability to remain seated and work at a computer for extended periods of time. Ability to regularly communicate with employees, clients, vendors, and leadership. Ability to occasionally move throughout the office to support operational needs. Ability to lift and carry office materials weighing up to 20 pounds when required. Ability to perform repetitive tasks such as typing, data entry, and document review. Availability to work additional hours as necessary to meet business and leadership responsibilities.

 

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