Legal Operations Analyst

Broughton Partners • Savannah, GA

2d • Onsite

About The Position

The Legal Operations Analyst supports Broughton Partners’ core value streams—Claimant Journey, Referral Firm Journey, and Litigating Firm Journey—by aligning goals, maintaining reliable metrics, and keeping documentation current. Reporting to the Chief Operating Officer, the role begins with a three-month rotation through Marketing, Intake, Criteria, Claimant Services, Law Firm Relations, and Strategic Programs to learn how departments work, how information and work move between them, and how case types develop from early tests into established products.

The analyst owns the company’s goal-alignment and scorecard program. This includes connecting department SMART goals to yearly strategic objectives, ensuring each goal has an agreed definition and owner, and making goals visible through useful dashboards. The role defines measurement needs and writes requirements for the Technology data team and MarTech team, which build, validate, and certify the underlying data; it does not build data pipelines.

The role also maintains cross-departmental process and case-type documentation, coordinates communication about changes, prepares scorecard readouts, investigates performance variances with department owners, and supports cross-functional initiatives assigned by the COO. It serves departments as a neutral partner, aiming to reduce repeated questions, meetings, and confusion during change rather than audit or second-guess department leaders.

Requirements

• Bachelor’s degree in business, operations management, analytics, economics, legal studies, health sciences, or a related field, or an equivalent combination of education and work-related experience.
• At least 3 years of experience in operations, business analysis, project coordination, consulting, legal operations, or call center or claims operations, including work coordinating across multiple teams.
• Experience defining or tracking KPIs and working with dashboards.
• Working knowledge of KPIs, conversion funnels, and SMART goal design, including translating business questions into clear, measurable, time-bound quantitative definitions.
• Ability to read, question, and use dashboards and Salesforce reports; build basic Salesforce reports; and analyze data in Excel or Google Sheets using pivot tables, lookups, and charts.
• Strong process-mapping and documentation skills, including writing SOPs, process maps, and training materials that support process improvement and efficiency.
• Ability to learn unfamiliar processes, terminology, and systems by asking questions and shadowing employees doing the work.
• Excellent written and verbal communication skills, including summarizing complex cross-departmental information for directors and executives.
• Ability to build trust across departments as a neutral, low-ego partner and facilitate working sessions among teams with different priorities.
• Ability to weigh competing requests, recommend priorities, and push back constructively when requests duplicate existing work.
• Strong organization and project-tracking skills.
• Proficiency in Google Workspace and/or Microsoft Office.
• Ability to handle privileged information, including claimant PII and health information, in line with internal privacy protocols and industry-standard data protection regulations.
• Proactive approach to understanding the business objectives underlying requests and delivering aligned results.
• Comfort using AI tools to accelerate documentation, research, and analysis while verifying output accuracy.
• Frequently required to stand, walk, sit, perform repetitive movements, and use mechanical controls such as a keyboard.

Nice To Haves

• Experience in mass tort, personal injury, legal, insurance claims, healthcare, or lead generation.
• Project management certification such as CAPM, Lean Six Sigma Yellow or Green Belt, Salesforce reporting certification, or certification in a BI platform such as Power BI, Qlik, or Domo.
• Demonstrated AI tool competency.
• SQL or BI tool experience.
• Experience with monday.com or a similar project management tool.

Responsibilities

• Complete a structured rotation through Intake, Criteria, Claimant Services, Law Firm Relations, Marketing, and Strategic Programs according to a schedule set by the COO and department directors.
• Shadow departmental work, including agent calls and surveys, QA audits, case delivery, survey and product builds, partner business reviews, campaign launches, and order and consortium workflows.
• Document each department’s purpose, process map, inputs and outputs, handoffs, metrics, and top three friction points; deliver a rotation readout with a practical improvement the department agrees to pursue.
• Build and maintain a company scorecard mapping department SMART goals to yearly strategic objectives.
• Identify strategic objectives without supporting department goals and goals that do not support strategic objectives, and bring them to the COO and directors for decisions.
• Review department SMART goals with directors for clarity, measurability, ownership, realism, timing, and potential conflicts between departments.
• Partner with HR to align job-spec KPIs with department SMART goals and facilitate quarterly goal refreshes.
• Ensure each scorecard goal has an agreed definition, owning director, data source, target, review cadence, and dashboard.
• Write dashboard and metric requirements for the Technology data team and MarTech team, and track requests through delivery.
• Maintain the dashboard registry and metric dictionary as the authoritative references for metric meaning and location.
• Spot-check dashboards against source systems, identify conflicting metric versions, and route defects to the data team or owning director.
• Recommend retirement of dashboards and recurring reports that duplicate certified reporting.
• Maintain end-to-end process documentation for the Claimant Journey, Referral Firm Journey, and Litigating Firm Journey, including stage owners and departmental handoffs.
• Help departments maintain cross-functional case-type reference information, including lifecycle stage, departmental contributions, and source of truth.
• Identify recurring cross-departmental questions that should be documented and help the owning department publish the answer.
• Track material changes to processes, case types, goals, and partner requirements, documenting what changed, why, who approved it, and which teams are affected.
• Confirm affected teams, training documentation, and stakeholders such as Sales and Law Firm Relations are notified and updated before changes are considered complete.
• Maintain a cross-departmental change calendar so leaders can see upcoming changes and avoid overloading teams.
• Prepare monthly scorecard readouts for the COO and directors, highlighting changes, off-target performance, and decisions needed.
• Investigate variances with the owning department to determine whether they stem from data issues, process breakdowns, or actual performance changes.
• Support cross-functional initiatives assigned by the COO, such as the partner portal, data-driven claim verification, and internal marketing programs, by tracking milestones and dependencies.
• Complete ad hoc analysis as a secondary duty that does not displace scorecard and documentation work.
• Maintain scorecard guides, metric documentation, and standard operating procedures, including uploads to Trainual.
• Train directors and managers to find and use dashboards tied to their goals.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level