Program Lead

Perfected Claims•Pasadena, CA

10h•Hybrid

About The Position

Perfected is a company dedicated to holding corporations accountable when they cause harm. They guide individuals through complex legal processes, aiming to help communities reclaim their power. The company emphasizes transparency, empathy, and advocacy, partnering with law firms nationwide to bring clarity, amplify community voices, and create human-centered experiences. This role, available either in-person in St. Thomas, USVI, or remotely within specific US states and territories, focuses on supporting the execution and day-to-day leadership of assigned tort programs. The Program Lead will be instrumental in ensuring smooth program operations through workflow execution, addressing operational questions, maintaining documentation, monitoring performance, and collaborating with various internal teams. This is a developmental role, designed for individuals who thrive in operations and process clarity, with the goal of growing into a senior leadership position.

Requirements

2-3+ years of experience in operations, analytics, project coordination, or a related role (mass tort experience is a plus but not required).
Bachelor's Degree in Business, Healthcare Administration, or a related field required.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and follow through on commitments.
Clear written and verbal communication skills.
Comfort working cross-functionally and asking questions to gain clarity.
Analytical mindset with interest in understanding workflows, metrics, and systems.
Willingness to learn, adapt, and take on increasing responsibility.
Proficiency in Excel or Google Sheets (basic formulas, filters, organization).
A collaborative, growth-oriented mindset aligned with Perfected’s values.

Nice To Haves

Mass tort experience

Responsibilities

Assist in the day-to-day operational execution of assigned tort programs.
Serve as a point of contact for operational questions from Client Operations and Community Outreach, escalating when appropriate.
Help ensure workflows are followed consistently and documented clearly.
Track open items, follow up on action items, and help maintain operational momentum.
Support intake and triage of requests related to process clarifications, workflow updates, SOP/documentation needs, and reporting or data questions.
Partner with Senior Program Leads to route requests appropriately and ensure timely resolution.
Assist in investigating operational issues and documenting findings.
Draft and update SOPs, process maps, and workflow documentation.
Assist in rolling out new or updated processes and supporting adoption.
Identify opportunities to improve efficiency, reduce confusion, or close gaps.
Help maintain program documentation repositories and reference materials.
Support KPI and SLA tracking by collecting data, validating inputs, and surfacing trends.
Assist with capacity tracking and workload analysis.
Help prepare program updates, summaries, and internal reporting.
Flag potential risks or performance issues for review.
Assist with implementation planning for new workflows, tools, or enhancements.
Participate in user acceptance testing (UAT) and validation activities.
Help prepare training materials and communications related to operational changes.
Support post-implementation follow-up and issue tracking.
Build familiarity with program-level decision-making and leadership responsibilities.
Receive coaching and feedback from Senior Program Leads and Managers.
Gradually take on increased ownership as readiness and experience grow.
Demonstrate readiness for progression into a Senior Program Lead role over time.