Strategy & Operations, Workflow
About The Position
About Finch We believe every American household deserves access to counsel in life’s biggest moments. At Finch, we’re building the infrastructure to make justice radically more accessible. Our modern approach to consumer law automates the admin work and puts clients first, starting with personal injury. Since launching in April, we’ve grown 10x and are now powering pre-litigation for top law firms across the country. We combine expert operators with purpose-built AI to handle intake, claim opening, medical records, police reports, lien management, demands, and everything in between. We’re backed by Sequoia, Redpoint, and the founders & CEOs of generational companies like DoorDash, Ironclad, and Digits. We’re rebuilding how the law serves everyday Americans from first principles, and we’re hiring exceptional operators to help us scale it nationwide. This Role Once a client signs with a firm, the clock starts, and every task from document requests to follow-ups must move with clarity, speed, and precision. This role is responsible for defining, managing, and continuously refining the workflows that keep cases progressing on time. You’ll create structure around how tasks are generated, triaged, assigned, and monitored, ensuring nothing slips through the cracks. Finch operates with the best of both our internal operating standards and our You’ll design and maintain firm-specific SOPs, establish SLA expectations, and build systems that handle both structured processes and ad-hoc tasks coming in via email, CMS platforms, and other channels. Your work blends operational rigor with practical empathy, helping firms deliver fast, predictable, high-quality case experiences while keeping clients informed and supported throughout their journey.
Requirements
- Have 3-5+ years in a problem-solving role (e.g., consulting, BizOps, Strategy, Tech)
- Have experience building zero-to-one systems or teams
- Love navigating ambiguity and operating with urgency
- Can zoom out to define strategy and dive deep to execute
- Care deeply about client experience and operational excellence
Responsibilities
- Define task taxonomies, SLAs, and workflow standards that ensure every step of a case is executed consistently, on time, and with clear ownership.
- Build and maintain firm-specific SOPs that translate each firm’s preferences into structured, repeatable workflows.
- Design an intake systems for ad-hoc tasks coming from email, CMS platforms, phone notes, and other channels - ensuring unstructured requests are captured, categorized, and actioned reliably.
- Create visibility and monitoring mechanisms so teams can track task status, identify blockers early, and keep cases moving without manual chasing.
- Partner with product and engineering to operationalize workflows using technology that reduces friction and automates repetitive steps while preserving a high-touch client experience.
- Analyze task data and cycle times to identify gaps, optimize processes, and drive predictable, fast case outcomes across firms.
- Continuously test, refine, and scale workflows as new firm requirements, case types, and operational needs emerge.
Benefits
- 100% coverage for health, dental, and vision
- 401(k) retirement plan
- In-office snacks, drinks, and daily team dinners
- Flexible PTO (we trust you to take the time you need)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
