Director, Centralized Case Management

JAMS, Inc.•,

3d•$119,800 - $157,250•Remote

About The Position

The Director, Centralized Case Management ("DCM"), provides strategic and operational leadership for JAMS' national remote case management team. This role is accountable for service excellence, workforce planning, operational consistency, associate development, quality assurance, risk mitigation, and client and panelist satisfaction across the case lifecycle. The Director partners with Legal, Client Experience, Practice Development, Talent Development, Technology, Finance, and Operations leadership to deliver consistent, high-quality service in a remote environment.

Requirements

Bachelor's Degree in a related field. Required
8-10 years of progressive operational leadership experience. Required
5-7 years of leading managers and overseeing large, multi-level teams. Required
Internal candidates: 5-7 years as an Associate Business Manager, Business Manager, Dispute Resolution Consultant, Senior Case Manager, or other senior level position with proven leadership qualities and a track record of “performs well” job performance. Required
Strong understanding of JAMS case management processes, dispute resolution services, legal terminology, court-related procedures, client service expectations, panelist support, and operational risk considerations. (Required proficiency)
Demonstrated proficiency in budgeting, success measurement, expense management, A/R percentages, and interrelations of those areas and the overall impact on the business imperative. (Required proficiency)
Ability to assess client satisfaction; identify additional client service opportunities; and implement strategies to strengthen client relationships, increase client retention, and resolve client issues. (Required proficiency)
Ability to develop and implement strategic solutions that can improve client relations and client service. (Required proficiency)
Understands the local market, the legal community, and business trends. (Required proficiency)
Computer literate and proficient in all technology and software programs required for the position. (Required proficiency)
Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast paced environment. (Required proficiency)
High level of proficiency in verbal and written communication skills. (Required proficiency)
Ability to manage conflict in a direct, solution oriented manner. (Required proficiency)

Nice To Haves

5-7 years of leading remote or geographically dispersed teams. Preferred
5-7 years of experience in legal services, professional services, dispute resolution, case management, client services, or comparable service-oriented environments Preferred
Ability to work with multimedia support (Zoom, HDMI connection to display, Creston). (Preferred proficiency)

Responsibilities

Leads, coaches, mentors, and develops remote case management associates, managers, and emerging leaders by setting clear expectations, supporting onboarding and training, conducting regular coaching and performance reviews, strengthening succession planning, and partnering with Human Resources on recruitment, retention, engagement, and workforce planning.
Oversees the day-to-day operations of the remote case management team. Ensures consistent service delivery to clients and panelists, operational excellence, regulatory compliance, efficient resource allocation, and effective resolution of complex and escalated matters.
Advances the client and panelist experience by monitoring feedback, service metrics, and operational trends; leads initiatives that improve service delivery; maintains effective relationships with key clients and panelists; supports new panelist onboarding; serves as an escalation point for complex service and operational issues; and partners with Client Experience and Operations leadership on continuous improvement.
Leads and supports strategic initiatives that improve remote case management operations, including case management strategy, technology adoption, client service delivery, and process, system, and workflow improvements that enhance efficiency, scalability, and operational consistency that enhance operational excellence. Partners with senior leadership on panel recruitment and launch activities.
Analyze staffing trends, case volumes, productivity metrics, and service demand to develop effective staffing, coverage, and workload-balancing strategies; ensure business continuity and coverage protocols remain effective; and partner with leadership on organizational design and future workforce planning to support operational objectives and service excellence.
Monitors operational metrics that influence financial performance. Supports budget planning for staffing, training, technology, and operational initiatives. Partners with Finance and Operations leadership to optimize resource allocation and organizational effectiveness.
Collaborate with cross-functional partners, including Legal, Practice Development, Client Experience, Talent Development, Technology, Finance, and Operations, to establish national standards and best practices. Communicates operational risks, opportunities, and performance trends to SMT, and serves as a trusted operational subject matter expert and advocate of remote case management excellence.
Leads special projects focused on workforce optimization, technology adoption, process improvement, and operational effectiveness.
Supports development of national training curricula, quality standards, and performance expectations.
Participates in leadership committees and enterprise initiatives.
Effectively and articulately communicates with our associates, panelists, and clients regarding our services, policies, and procedures.
Other duties as assigned within a similar scope.