Strategy & Operations, Case Qualification

Finch • New York, NY

6d

About The Position

Finch is hiring for a Strategy & Operations role focused on case qualification. The role owns the systems that move cases into Finch quickly, reliably, and at sustainable cost, improving both ingestion—the transfer of matters from law firms into Finch—and intake, where prospective clients are contacted, qualified, and retained.

The position establishes baselines and live reporting for ingestion speed, cost per case, intake answer rates, and conversion, and communicates changes and their causes in weekly updates. It works to ingest every matter within 12 hours and reduce cost per retained wanted case for National Advocates while protecting answer rates, conversion, speed to first contact, and case quality.

The role involves identifying and fixing gaps between intake, ingestion, and case setup; building workflows, tools, or automations; and partnering with engineering on larger changes. It also scales automated ingestion across law firms and their case management systems, owns adoption and impact measurement, and helps shape and execute the 2027 intake and ingestion roadmaps.

Finch’s mission is to make justice radically more accessible to every American household. It combines expert operators with purpose-built AI to automate consumer-law administration. Since launching in April 2025, Finch has raised a $20M Series A and supports pre-litigation work for more than 125 high-volume personal injury firms.

Requirements

• Experience owning and improving a specific business metric in S&O, BizOps, consulting, growth, marketplace operations, or a similar operating role.
• Ability to pull and sanity-check data, question assumptions, establish a baseline, and identify the drivers behind results.
• Experience partnering with engineers to ship product improvements or automation.
• Experience building a process or system from scratch and taking responsibility for operating it.
• Clear written and verbal communication, good judgment under ambiguity, and ability to drive change through people not directly managed.
• Willingness to listen to individual calls, open individual matters, take responsibility for details, and learn quickly in an unfamiliar domain.

Nice To Haves

• Experience with intake, contact centers, or sales funnels.
• Experience running voice AI or LLM-based workflows in production.
• Experience working at an early-stage startup.
• Experience building with AI tools such as Claude.

Responsibilities

• Establish baselines and live reporting for ingestion speed, cost per case, intake answer rates, and conversion, and explain changes in weekly updates.
• Improve ingestion speed, working toward having every matter ingested within 12 hours, with clear pipeline ownership and action on every incoming request.
• Reduce the cost per retained wanted case for National Advocates while protecting answer rates, conversion, speed to first contact, and case quality.
• Build and ship useful workflows, tools, and automations; test fixes and partner with engineering on larger changes.
• Make thoughtful tradeoffs between automation, manual processes, and outsourced support, and deliver improvements each week.
• Identify and resolve handoff gaps between intake, ingestion, and case setup so cases arrive complete and ready for the next team.
• Expand automated ingestion across law firms and their case management systems in partnership with intake and ingestion operators.
• Own adoption and impact measurement, and make the system reliable without depending on the role holder.
• Help shape and execute the 2027 intake and ingestion roadmaps using evidence from operations to set priorities.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed