Personal Injury Operations Director

The Ward Law Group, PL•Miami Lakes, FL

4h•$140,000 - $175,000•Onsite

About The Position

The Ward Law Group is seeking a data-driven operational leader to oversee its Senior Production Team, Medical Management, and Reduction Departments. This role requires a hands-on leader who leverages real-time data to shape strategy, address challenges proactively, and develop action plans that enhance efficiency and drive results. The ideal candidate will have a proven track record of identifying operational patterns, analyzing data, and coaching teams to improve performance based on KPIs. This position is based at our Miami Lakes headquarters.

Requirements

Experience in a law firm environment required (personal injury strongly preferred), with direct exposure to case operations (intake, case management, medical management, or settlements/reductions)
Must be able to work on-site at our office in Miami Lakes Monday - Friday (9AM-5:30PM)
Experience managing large operations teams (50+ indirect reports and 5+ direct reports)
7+ years in operations management or performance-driven leadership roles in a high-volume, service-based environment
Proven experience using KPIs and data to drive team performance, productivity, and accountability
Demonstrated ability to coach managers and drive performance improvement
Strong analytical skills with the ability to identify trends and implement data-driven solutions
Hands-on, execution-focused leadership style (not purely strategic or advisory)
Experience in high-volume case-based or client service operations required
Fluency in English required

Nice To Haves

Spanish strongly 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—not reactively—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 your sleeves, analyze problems, and actively drive execution.

Benefits

Paid Time Off (accrues 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, options for national coverage 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)
1X earnings life insurance coverage (paid 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