Operations Director | Personal Injury

The Ward Law Group, PL • New York, NY

23h • $130,000 - $175,000 • Onsite

About The Position

The Ward Law Group is hiring a Business Operations Director to lead the departments that determine how much of every settlement actually reaches our clients. Reductions is the core of this role: you set negotiation strategy on medical liens, subrogation claims, and provider balances, and you own the results. You also oversee intake, ensuring the pipeline that feeds the firm is fast, consistent, and producing quality cases. This is a senior leadership position. You will manage supervisors and team leads across multiple locations, report directly to firm leadership, and be accountable for department-level performance metrics rather than individual case outcomes alone.

Requirements

• 10 or more years of operations leadership experience within a personal injury law firm
• Experience hiring, training, and managing a department of 50 or more employees, including direct management of supervisors or team leads across multiple locations
• Demonstrated working knowledge of ERISA plan reimbursement, Medicare Secondary Payer obligations, Medicaid recovery, hospital lien statutes, and health plan subrogation
• Proven track record of negotiating measurable reductions on medical liens and provider balances
• Ability to read and interpret medical billing, itemized statements, and explanations of benefits
• Demonstrated ownership of departmental KPIs, with measurable improvements in sign-up rate, retention, client satisfaction, or productivity
• Experience designing workflows, performance standards, and scalable operating processes
• Experience reporting departmental performance directly to firm ownership or executive leadership
• Fluency in English and Spanish, written and spoken. This position requires conducting client escalation calls, supervising Spanish-language intake staff, and reviewing Spanish-language client communications, and a substantial portion of the firm's client base is Spanish-speaking.
• Proficiency with legal case management software and Microsoft Office or Google Workspace
• Excellent written and verbal communication skills

Nice To Haves

• Experience with Litify, Salesforce, or a comparable enterprise case management platform
• Familiarity with New York lien practice and no-fault regulations
• Prior experience on the carrier, health plan, or hospital revenue cycle side
• Bachelor's degree in business, healthcare administration, or a related field, or a paralegal certificate

Responsibilities

• Own the firm's lien resolution and balance reduction strategy, including negotiation approach, authority thresholds, and escalation protocols
• Direct negotiation of hospital liens, health plan subrogation claims, ERISA reimbursement demands, Medicare and Medicaid recovery claims, letters of protection, and outstanding provider balances
• Personally handle the most complex, high-exposure, and high-value reduction matters
• Build documented negotiation playbooks so results are repeatable and not dependent on individual negotiators
• Own and report reductions metrics: average reduction percentage, net-to-client outcomes, cycle time, and aged lien inventory
• Ensure compliance with applicable federal and state lien statutes, plan reimbursement obligations, and reporting requirements
• Manage relationships with recovery vendors, third-party lien resolution firms, and recurring provider and carrier contacts
• Partner with attorneys and pre-litigation leadership so lien exposure informs case valuation and settlement authority
• Oversee intake operations across all locations, including lead response time, screening standards, and conversion performance
• Own intake KPIs: speed to first contact, sign-up rate, and case quality at retention
• Ensure intake criteria are applied consistently and that declined or referred matters are documented appropriately
• Own client escalation handling and retention outcomes
• Hire, train, and manage performance for a department of 50 or more staff, including supervisors and team leads across multiple locations
• Design and maintain workflows, performance standards, and scalable processes that support growth
• Configure and refine case management system workflows supporting both functions
• Report department performance, trends, and forecasts directly to firm leadership
• Identify and implement process and technology improvements that increase throughput and net client recovery

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree