Intake Operations Manager – Personal Injury

This is a fully remote position, open to applicants in Florida.

📋 Description

• Manage daily administrative functions and case support operations.

• Establish clear priorities, maintain balanced workloads, and ensure timely follow-ups.

• Mentor and lead support staff, define performance expectations, and address training and productivity deficiencies.

• Track key performance indicators (KPIs) such as case progression, aging tasks, response times, workload, and quality.

• Detect bottlenecks within intake, pre-litigation, litigation support, and closing processes.

• Collaborate with department leaders to coordinate process enhancements.

• Create and uphold standard operating procedures, quality checks, and staff training programs.

• Enhance the utilization of Litify and reporting tools to improve documentation, visibility, and accountability.

• Work alongside Talent Acquisition and HR on staffing, hiring, onboarding, and employee performance management.

• Keep leadership updated on operational outcomes, staffing requirements, and issues needing attention.

• Provide operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys.

• Conduct settlement and negotiation activities under attorney supervision, without offering legal advice or performing tasks that require a licensed attorney.

⛳️ Requirements

• Minimum of three years of operations management experience within a plaintiff personal injury law firm.

• Direct experience in supervising staff, coaching performance, and managing departmental workloads.

• Strong knowledge of personal injury workflows from intake to case resolution.

• Proven success in utilizing KPIs and process improvements to minimize delays and enhance productivity or quality.

• Proficiency in legal case management systems and reporting tools; experience with Litify is highly preferred.

• Bilingual in English and Spanish.

• Experience in a personal injury law firm.

• Background in a high-volume intake environment.

• Experience in KPI ownership and reporting.

• Knowledge of client retention and escalation processes.

• Skills in hiring, coaching, and managing performance.

• Experience leading team leads or supervisors.

• Familiarity with Litify or Salesforce.

• Demonstrated improvements in sign-up rates, client satisfaction, retention rates, and productivity metrics.

• Experience reporting directly to firm leadership.

• Must be available to work on-site five days a week, Monday through Friday, in Miami Lakes, Florida.

• Must reside within a reasonable commuting distance of Miami Lakes, FL, or be willing to relocate prior to starting.

• Employment is contingent upon verification of identity and authorization to work in the United States.

🏝️ Benefits

• Competitive salary based on experience.

• Support for professional development and continuing education.

• A collaborative, growth-oriented team environment.

• Medical, dental, and vision coverage.

• Hospital plans.

• 401(k) Retirement Plan with options for pre-tax and Roth post-tax contributions.

• Company-paid Basic Life and AD&D insurance.

• Voluntary Life & AD&D insurance available for employees and dependents.

• Company-paid short and long-term disability insurance.

• Health & Dependent Care Spending Accounts (HSA & DCFSA).

• Employee Assistance Program.

• Tuition Assistance program.

• Paid time off and paid holidays.