Performance and Operations Director - Legal Personal Injury

The Ward Law Group, PL•Miami Lakes, FL

1d•Onsite

About The Position

The Ward Law Group is seeking a data-driven operational leader to oversee their Senior Production Team, Medical Management, and Reduction Departments. This role is based in Miami Lakes and requires a hands-on leader who uses real-time data to shape strategy, address challenges, and improve efficiency. The ideal candidate will have a proven track record in identifying operational patterns, analyzing data, and coaching teams to improve performance based on Key Performance Indicators (KPIs).

Requirements

Manage large team (over 50 indirect reports) and five or more direct reports.
7+ years in operations management, business intelligence, or performance-driven leadership roles.
Proven experience leading data-driven process improvements in a high-volume environment.
Strong background in KPI management, performance optimization, and coaching.
Strong analytical skills—able to identify patterns and make data-driven decisions.
Leadership mindset—must be able to manage, coach, and intervene decisively.
Execution-focused—this role is for someone who takes action, not just reports numbers.
Fluency in English.

Nice To Haves

Spanish fluency preferred.

Responsibilities

Analyze operational performance metrics to identify patterns and opportunities for improvement.
Implement KPI-driven coaching to optimize team productivity and results.
Take ownership of data insights to drive strategic business improvements.
Oversee the Senior Production Team, Medical Management, and Reduction Departments, ensuring alignment with firm goals.
Provide hands-on leadership, coaching, and direct intervention when performance lags.
Develop custom action plans for team members to improve efficiency and execution.
Ensure all processes align with customer service excellence and the firm’s mission.
Identify bottlenecks in workflows and execute data-backed solutions to increase efficiency.
Establish accountability by implementing real-time monitoring of KPIs and output.
Work proactively to correct inefficiencies before they escalate.
Partner with leadership and unit managers to align department goals with firm strategy.
Lead high-impact initiatives that improve customer experience, efficiency, and profitability.
Roll up sleeves, analyze problems, and actively drive execution.

Benefits

Paid Time Off (accrues 3 weeks per year for employees working 30+ hours/week).
Health Insurance (firm covers 40-65% of employee premium for employees working 30+ hours/week, starting the 1st of the month following start date).
Medical insurance plans with national coverage options and free mental health services.
Dental plans (with unlimited coverage).
Vision plans.
Short-term and Long-term Disability benefits (paid by the firm for employees working 30+ hours/week).
Life Insurance (1X earnings, paid by the firm for employees working 30+ hours/week).
Accidental Death and Dismemberment benefit (matches life insurance coverage, paid by the firm).
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.