Intake & Pre-Litigation Operations Leader

The Ward Law Group, PL

Town of Florida (NY)

On-site

USD 75,000 - 110,000

Full time

5 days ago

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Benefits offered by this job

Medical, dental & vision

401(k) Plan

Life Insurance

Disability insurance

HSA & DCFSA

Tuition Assistance

Paid time off

Paid holidays

Job summary

The Ward Law Group, a leading personal injury firm, seeks an Intake Operations Manager to lead the Miami Lakes team. You will optimize intake workflows, supervise staff, and drive KPI-based improvements to support attorneys and enhance client service.

Ideal candidates bring 3+ years in PI firm operations, hands-on leadership, and experience with Litify/Salesforce. This on-site role requires working five days a week at our Florida office, with a strong focus on process excellence and client

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, hiring, 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.