Strategy & Operations, Demands

Finch; New York (NY); On-site; USD 110,000 - 180,000; Full time

Job summary

Finch in New York is seeking a hands-on operator to own the demand quality and delivery system, reducing rework and increasing throughput while embedding each law firm’s requirements into how work is done. You will read letters, investigate errors, build workflows with engineering, and ship improvements weekly, with clear checks and data-driven adoption.

This role emphasizes fast learning, high ownership, and clear customer communications across teams, with a path to impact expansion of

Qualifications

• Experience owning a business metric and improving it in operations, strategy, or similar.
• Evidence of building and shipping a tool, workflow, or automation that people actually use.
• Responsibility for the quality of a high-volume output where errors have meaningful consequences.
• Ability to pull and check data, diagnose a problem, and measure fixes.

Responsibilities

• Establish a clear view of letters requested, delivered, completed on time, and returned for changes.
• Read real letters, question assumptions, and investigate errors to identify the underlying causes of rework.
• Create one source of truth for customer requirements, identify where the system falls short, and close those gaps.
• Build practical workflows, tools, or automations yourself and scope larger changes with engineering. Ship improvements each week, using automation where it helps and clear checks where judgment is essential.
• Build quality controls, backup coverage, and repeatable workflows. Own adoption and measure the results so quality holds as volume grows without depending on you.
• Turn customer feedback into actionable requirements and communicate clearly about what has changed.
• Own the demands roadmap and explore opportunities to improve litigation handoffs or adjacent services.

Skills

Ownership

Workflow shipping

Data analysis

Cross-functional comms

Attention to detail

Customer communication

Tools

Engineering collaboration

Job description

About Finch

Our mission is to make justice radically more accessible to every American household.

We combine expert operators with purpose-built AI to automate the admin work of consumer law and put clients first by handling intake, claim opening, medical records, police reports, lien management, demands, and everything in between.

Since launching in April 2025, we’ve raised a $20M Series A backed by Sequoia, Redpoint, and the founders & CEOs of DoorDash, Ironclad, and Digits and are running pre-litigation for over 125 of the highest-volume personal injury firms across the country.

Explore life at Finch for more.

What you’ll do

You’ll own the operating system behind demand quality and delivery. The goal is to reduce rework and increase throughput while ensuring each law firm’s requirements are built into how the work gets done.

• Establish a clear view of letters requested, delivered, completed on time, and returned for changes.

• Read real letters, question assumptions, and investigate errors to identify the underlying causes of rework.

• Create one source of truth for customer requirements, identify where the system falls short, and close those gaps.

• Build practical workflows, tools, or automations yourself and scope larger changes with engineering. Ship improvements each week, using automation where it helps and clear checks where judgment is essential.

• Build quality controls, backup coverage, and repeatable workflows. Own adoption and measure the results so quality holds as volume grows without depending on you.

• Turn customer feedback into actionable requirements and communicate clearly about what has changed.

• Own the demands roadmap and explore opportunities to improve litigation handoffs or adjacent services.

What will make you successful

You’ll likely thrive if you have

• Experience owning a business metric and improving it in operations, strategy, consulting, or a similar role.

• Evidence of building and shipping a tool, workflow, or automation that people actually use.

• Responsibility for the quality of a high-volume output where errors have meaningful consequences.

• The ability to pull and check your own data, diagnose a problem, and measure whether a fix works.

• A strong attention to detail and willingness to inspect individual outputs.

• Clear communication with customers and cross-functional teams.

• Fast learning, high ownership, and the determination to follow difficult problems through.

It’s a plus if you have

• Experience shipping improvements with engineers.

• Experience in insurance, legal, or healthcare operations.

• Experience building with AI tools such as Claude, or using AI in production.

• Experience managing contractors or outsourced teams.

• Early-stage startup experience.

This role may not be for you if

• You prefer high-level frameworks to examining the details of actual work.

• You are looking to maintain the status quo rather than improve it.

• You respond to quality problems only by adding more people.

What happens next

All S&O applicants go through the same interview process:

1. Intro: An initial conversation about your background, motivation, and the role.

2. Interview: A deeper conversation about how you solve ambiguous problems, build systems, and drive work across teams.

3. Case Assignment: A practical exercise exploring your approach to an operational problem, from diagnosis and prioritization to implementation and measurement.

4. Onsite: A visit to our NYC office to meet the team, explore the work together, and have lunch.