Operations Manager | Personal Injury

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

Litigation Intake Case Operations | Personal Injury

• Full-time
• Compensation: USD 85000 - USD 160000 - yearly

Join an Award-Winning Personal Injury Law Firm

At The Ward Law Group, our mission is simple:

Changing Lives. One Client at a Time

Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.

Our Core Values

Faith– We act with integrity, honesty, and purpose in everything we do.

Accountability– We take ownership of our work, our commitments, and the results we deliver.

Leadership– We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.

Loyalty– We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.

Service to Our Clients– We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.

Service to Our Teammates– We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.

Service to Our Community– We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.

If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.

Help build the systems and teams that move client cases forward.

The Ward Law Group is seeking an Intake Case Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands‑on leader who understands personal injury workflows, develops accountable teams, and turns performance data into practical improvements.

You’ll partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience.

What You’ll Do

• 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.

What You Bring

• 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.

Work Location

This position works on‑site Monday through Friday at 7900 NW 154th Street, Miami Lakes, Florida.

• Personal injury law firm experience
• High‑volume intake environment
• KPI ownership and reporting
• Hiring, coaching, and performance management
• Managed team leads/supervisors
• Experience with Litify or Salesforce
• Proven improvements in:
  • Sign‑up rates
  • Client satisfaction
  • Retention rates
  • Productivity metrics
• Experience reporting directly to firm leadership

Required Work Location

• This is afull-time, on‑site positionbased in ourMiami Lakes, Florida office.
• Candidates must be able towork in the office five (5) days per week, Monday through Friday.
• Remote, hybrid, or flexible work arrangements are not available for this role.
• Applicants must reside within a reasonable commuting distance of Miami Lakes, FL or be willing to relocate prior to their start date.

Disclaimer

• This position performs settlement and negotiation‑related activities under attorney supervision and does not provide legal advice or perform duties requiring a licensed attorney.
• Competitive salary commensurate with experience
• Professional development and continuing education support
• Collaborative, growth‑oriented team environment
• Hospital plans
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
• Company paid short and long‑term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Employee Assistance Program
• Tuition Assistance
• Paid time off and paid holidays

Join Our Team

At The Ward Law Group, every role contributes to changing lives.

If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high‑performing legal team, we'd love to hear from you.

At The Ward Law Group, we recognize our people are our strength. We are an equal opportunity (M/F/Disability/Veterans) and consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law. We value our people, their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work.

In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law.