Intake & Pre-Litigation Operations Lead

The Ward Law Group; Miami, Northern (FL, KY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) Retirement Plan

Paid time off

Job summary

The Ward Law Group in Miami Lakes, FL seeks an Intake Operations Manager to lead a hands-on team that moves client cases forward from intake to resolution. You will partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience.

Ideal candidates bring 3+ years of plaintiff personal injury operations management, experience supervising staff, and a strong grasp of workflows and KPIs.

Qualifications

• At least three years of operations management experience in a plaintiff personal injury law firm.
• Direct experience supervising staff, coaching performance, and managing departmental workloads.
• Strong understanding of personal injury workflows from intake through case resolution.
• Demonstrated success using KPIs and process improvements to reduce delays and improve productivity or quality.
• Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred.

Responsibilities

• Oversee daily administrative and case support operations, ensuring clear priorities, balanced workloads, and timely follow-through.
• Lead and coach support staff, set performance expectations, and address training and productivity gaps.
• Monitor KPIs, including case progression, aging tasks, response times, workload, and quality.
• Identify bottlenecks across intake, pre-litigation, litigation support, and closing; coordinate improvements with department leaders.
• Develop and maintain standard operating procedures, quality checks, and staff training.
• Improve the use of Litify and reporting tools to strengthen documentation, visibility, and accountability.
• Partner with Talent Acquisition and HR on staffing, onboarding, and employee performance.
• Keep leadership informed of operational results, staffing needs, and issues requiring attention.
• Coordinate operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys.

Skills

Operations management

Staff supervision

KPI tracking

Process improvement

Communication

Tools

Litify

Salesforce

Job description

The Ward Law Group in Miami Lakes, FL seeks an Intake Operations Manager to lead a hands-on team that moves client cases forward from intake to resolution. You will partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience.

Ideal candidates bring 3+ years of plaintiff personal injury operations management, experience supervising staff, and a strong grasp of workflows and KPIs.