Bilingual (English/Spanish) Plaintiff Personal Injury Director of Operations (Miami, Lakes Florida)

The Ward Law Group, PL•Miami Lakes, FL

1d•Onsite

About The Position

The Ward Law Group is seeking a Director of Operations with a strong background in the legal industry, specifically within personal injury law firms. This role will oversee our Senior Production, Medical Management, and Reductions departments, driving performance through a data-driven approach, improving operational efficiency, and leading teams with a strong focus on KPI-based execution. The Ward Law Group is recognized as one of the Best Places to Work for consecutive years and serves its community with compassion and excellence, empowering employees to deliver real results for clients. The firm fosters a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. The culture values faith, accountability, leadership, loyalty, and service. The firm is headquartered in Miami Lakes, with offices in Manhattan and Orlando, and is expanding nationally.

Requirements

Law firm experience required (personal injury strongly preferred), with direct exposure to core case operations, including intake, case management, medical management, or settlements/reductions.
On-site availability required: Monday–Friday, 9:00 AM – 5:30 PM at our Miami Lakes office.
7+ years of operations or performance-driven leadership experience in a high-volume, service-based environment.
Proven experience managing large, multi-layered teams, including 50+ indirect reports and 5+ direct reports.
Demonstrated success using KPIs and data to drive performance, productivity, and accountability across teams.
Strong leadership and coaching capabilities, with a track record of improving manager and team performance.
Highly analytical, with the ability to identify trends, diagnose operational gaps, and implement data-driven solutions.
Hands-on, execution-focused leadership style with a bias toward action and continuous improvement.
Experience in high-volume, case-based or client service operations.

Nice To Haves

Bilingual (English/Spanish)

Responsibilities

Oversee daily operations across Senior Production, Medical Management, and Reductions.
Lead, coach, and hold managers accountable to performance standards.
Ensure alignment with firm goals, service standards, and operational expectations.
Analyze performance metrics to identify trends, gaps, and opportunities.
Drive KPI-based performance across teams through coaching and accountability.
Implement structured action plans to improve productivity and outcomes.
Identify workflow inefficiencies and execute data-driven improvements.
Establish real-time visibility into performance and output.
Proactively address operational issues before they impact results.
Partner with leadership and department heads to align priorities.
Lead initiatives that improve efficiency, customer experience, and overall performance.
Operate as a hands-on leader, driving execution and solving operational challenges.
Deliver measurable improvements in performance, efficiency, and results.

Benefits

Paid Time Off (accruing 4.62 hours per pay period for a total of three weeks per year for employees working 30+ hours/week).
Health insurance (firm covers 40-65% of employee premium for employees working 30+ hours/week, with options for national coverage and free mental health services).
Dental insurance (with unlimited coverage, at employee's expense).
Vision insurance (at employee's expense).
Short-term and Long-term Disability benefits (paid for by the firm for employees working 30+ hours/week).
1X earnings life insurance coverage (paid for by the firm for employees working 30+ hours/week).
Firm-paid accidental death and dismemberment benefit matching life insurance coverage.
Supplemental insurance options: Critical Illness, Accident, Cancer, Hospital Confinement Indemnity insurance, Term Life insurance, and Whole life insurance.
401(K) plan (for employees working 30+ hours/week).
401(K) matching: 100% of the first 3% of employee contributions and 50% on the next 2%, with immediate vesting, after one year of service.