Intake & Operations Manager - Personal Injury (On-Site)

The Ward Law Group, PL; Miami (FL); On-site; USD 85,000 - 160,000; Full time

Benefits offered by this job

Health plan

HSA (Health Savings Account)

DCFSA (Dependent Care FSA)

401(k) Retirement Plan

Life Insurance

Disability Insurance

Tuition Assistance

Paid time off & holidays

Employee Assistance Program

Job summary

The Ward Law Group, PL is seeking an Intake Case Operations Manager for our Miami Lakes, Florida office. This on-site role leads daily intake and case support, driving efficiency and client focus in a high-volume personal injury practice.

You will partner with attorneys and leaders to streamline workflows, coach staff, and report on KPIs to ensure timely case progression and quality client service.

Qualifications

• Three years of operations management experience in a plaintiff personal injury setting.
• Proven ability to supervise staff, coach performance, and manage workloads.
• Strong understanding of personal injury workflows from intake to resolution.
• Track record of using KPIs to reduce delays and improve productivity or quality.
• Experience with legal case management systems (Litify preferred).

Responsibilities

• Oversee daily intake operations and case support, with clear priorities and balanced workloads.
• Lead, coach, and set performance expectations for staff; address gaps.
• Monitor KPIs such as case progression, aging tasks, and response times.
• Identify bottlenecks across intake, pre-litigation, and litigation support; coordinate improvements.
• Develop SOPs, quality checks, and staff training programs.
• Improve documentation visibility using Litify and reporting tools.

Skills

Operations management

Team leadership

Process improvement

KPI tracking

Staff coaching

Tools

Litify

Salesforce

Job description

The Ward Law Group, PL is seeking an Intake Case Operations Manager for our Miami Lakes, Florida office. This on-site role leads daily intake and case support, driving efficiency and client focus in a high-volume personal injury practice.

You will partner with attorneys and leaders to streamline workflows, coach staff, and report on KPIs to ensure timely case progression and quality client service.