Litigation Intake Case Operations | Personal Injury
The Ward Law Group, PL•Miami Lakes, FL
•$85,000 - $160,000•Onsite
About The Position
The Ward Law Group is seeking an Intake Case Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands-on leader who understands personal injury workflows, develops accountable teams, and turns performance data into practical improvements. You’ll partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience.
Requirements
- At least three years of operations management experience in a plaintiff personal injury law firm.
- Direct experience supervising staff, coaching performance, and managing departmental workloads.
- Strong understanding of personal injury workflows from intake through case resolution.
- Demonstrated success using KPIs and process improvements to reduce delays and improve productivity or quality.
- Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred.
- Candidates must be able to work in the office five (5) days per week, Monday through Friday.
- Applicants must reside within a reasonable commuting distance of Miami Lakes, FL or be willing to relocate prior to their start date.
Nice To Haves
- Bilingual English/Spanish
- Personal injury law firm experience
- High-volume intake environment
- KPI ownership and reporting
- Client retention/escalation experience
- Hiring, coaching, and performance management
- Managed team leads/supervisors
- Experience with Litify or Salesforce
- Proven improvements in: Sign-up rates, Client satisfaction, Retention rates, Productivity metrics
- Experience reporting directly to firm leadership
Responsibilities
- Oversee daily administrative and case support operations, ensuring clear priorities, balanced workloads, and timely follow-through.
- Lead and coach support staff, set performance expectations, and address training and productivity gaps.
- Monitor KPIs, including case progression, aging tasks, response times, workload, and quality.
- Identify bottlenecks across intake, pre-litigation, litigation support, and closing; coordinate improvements with department leaders.
- Develop and maintain standard operating procedures, quality checks, and staff training.
- Improve the use of Litify and reporting tools to strengthen documentation, visibility, and accountability.
- Partner with Talent Acquisition and HR on staffing, hiring, onboarding, and employee performance.
- Keep leadership informed of operational results, staffing needs, and issues requiring attention.
- Coordinate operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys.
Benefits
- Competitive salary commensurate with experience
- Professional development and continuing education support
- Collaborative, growth-oriented team environment
- Medical, dental & vision
- Hospital plans
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
- Company paid short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Employee Assistance Program
- Tuition Assistance
- Paid time off and paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
