Operations Support Analyst

DM Law; Kansas City (MO); On-site; USD 55,000 - 85,000; Full time

Job summary

DM Injury Law is seeking an Operations Support Analyst to turn data into actionable insights across intake and client services. You’ll build dashboards, own recurring reports, and support process improvements while collaborating with senior data analysts and operations teams.

The role blends analytics with QA and system support, requiring curiosity, cross-system fluency, and a willingness to leverage AI tools to speed up workflows.

Qualifications

• 1–3 years of experience in a business/analytics/operations role, legal or call-center intake is a plus.
• Ability to break down business questions, identify data needs, and present findings clearly.
• Hands-on experience building dashboards or reports (Domo preferred; Tableau/Power BI acceptable).
• Strong Excel/Google Sheets skills including formulas and pivot tables.
• Basic SQL familiarity; comfortable learning new data concepts.

Responsibilities

• Build and maintain a dashboard tracking intake performance for leadership visibility and surface trends.
• Own recurring reporting deliverables, including a weekly IT issue tracker and daily data feed for dashboards.
• Create and maintain an internal dashboard used for firm-wide communications and recognition with a lightweight admin tool.
• Produce ad hoc reports translating business questions into actionable analysis.
• Identify patterns in intake and performance data and present insights to leadership.

Skills

Dashboarding

Data analysis

Excel / Sheets

SQL basics

Communication

Education

Bachelor's degree in business, analytics, finance, or related field

Tools

Domo

Neos

Lead Docket

RingCentral

Case Status

Job description

DM Injury Law is one of the fastest-growing personal injury firms in the Midwest — 70+ attorneys, 200 support staff, and offices across 10 markets including Kansas City, St. Louis, Denver, Omaha, and Oklahoma City. Founded in 2013, the firm's growth has been driven by professional, compassionate legal representation for clients after life-altering personal injury events.

About the Role

The Operations Support Analyst is an analytics role supporting DM Injury Law's intake and client services operations. This position gathers, organizes, and interprets data across multiple systems to help leadership and Senior Data Analysts understand intake and client services performance, spot trends, and make informed decisions. The role blends light business analysis — translating operational questions into data pulls, dashboards, and clear recommendations — with hands‑on quality assurance and process support work. The ideal candidate is analytical and curious, comfortable working across multiple systems, and interested in growing their business analysis skill set while using AI tools to work more efficiently.

Data & Analytics Support

• Build and maintain the Domo dashboard tracking intake call performance and volume for leadership visibility, and analyze trends to surface insights, not just numbers.
• Own recurring reporting deliverables, including a weekly IT issue tracker and a daily data feed powering the intake performance dashboard.
• Build and maintain a custom internal dashboard used for firm-wide communications and recognition (announcements, staff shoutouts, new hire/anniversary tracking, and more), including a lightweight admin tool so non-technical staff can update content.
• Produce ad hoc reports and data pulls as requested by leadership and Senior Data Analysts, translating business questions into clear, actionable analysis.
• Help identify patterns in intake volume, conversion, and performance data, and bring findings to leadership in a clear, business-friendly way.

Call Quality Assurance

• Score recorded intake and client services calls against a standardized quality assessment framework.
• Track scoring trends and help ensure coaching feedback reaches agents in a timely, useful way.
• Flag recurring performance or process gaps to leadership.

Systems & Process Support

• Learn and support the end-to-end intake and client services processes — from lead intake through qualification to signed retainer and current client communications.
• Maintain working knowledge of core systems: Lead Docket, Neos, RingCentral, Case Status and Domo.
• Track and log issues during new system rollouts (e.g., integration issue logs), identifying root causes and following resolutions through to close.
• Monitor data integrity issues across systems (e.g., mismatched exports, broken feeds) and elevate or resolve as needed.

Cross-Team & Administrative Support

• Support Senior Data Analysts with data formatting, pulls, and dashboard upkeep.
• Log and route intake calls as needed; assist with intern oversight and light coordination.
• Maintain internal process documentation and SOPs so key deliverables are easy to hand off or scale.
• Coordinate with software vendors on issue escalation, feature questions, or training resources.
• Attend intake meetings and case strategy whiteboard sessions to stay aligned with firm priorities.

Tools & AI-Assisted Work

• Use AI tools to build internal tools, draft documentation, and speed up recurring reporting work.

Suggested Qualifications

• 1–3 years of experience in a business analyst, data analyst, operations analyst, or similar analytical support role; legal or call-center intake environment a plus.
• Ability to break down a business question, identify the data needed to answer it, and present findings in a clear, actionable way.
• Hands‑on experience building and maintaining dashboards or reports (Domo strongly preferred; Tableau, Power BI, or similar considered).
• Strong proficiency in Excel/Google Sheets, including formulas, pivot tables, and data cleanup.
• Basic familiarity with SQL, or a solid grasp of data/relational concepts and willingness to learn.
• Comfortable working with or learning multiple business systems (e.g., Lead Docket, Neos, RingCentral) and connecting data across them.
• Naturally curious and analytical, with a habit of asking why the numbers look the way they do rather than just reporting them.
• Experience or interest in call quality assurance, scoring frameworks, or coaching feedback loops.
• Strong attention to detail and a track record of catching data integrity issues before they become bigger problems.
• Clear written and verbal communication skills, with the ability to translate data into actionable insights for non-technical stakeholders.
• Organized and self-directed; able to manage multiple recurring deliverables and ad hoc requests simultaneously.
• Interest in using AI tools (e.g., Claude) to build internal tools, streamline documentation, and accelerate analytical workflows.
• Bachelor's degree in business, analytics, finance, or a related field preferred, or equivalent practical experience.