Case Management Team Lead & Operations Supervisor

Case Management Team Lead & Operations Supervisor

Pre-Litigation Operations, Team Performance & Financial Results

📍 Guadalajara, Jalisco, México
🏢 On-Site
🕒 Full-Time

Lead the Frontline. Strengthen Case Outcomes. Drive Financial Performance.

Legal Management Group is seeking an operationally driven Case Management Team Lead & Operations Supervisor to oversee, develop, and scale our in-office Case Management team supporting Farahi Law Firm.

This is a frontline leadership position combining hands-on case management, team coaching, operational oversight, and financial accountability. You will serve as the primary escalation point for complex client and case issues while ensuring that pre-litigation workflows, medical treatment, and case development align with the firm’s broader litigation strategy.

The position follows a phased leadership model. Initially, you will manage a personal caseload of up to 30 active files while establishing strong operational standards. As the team expands and performance stabilizes, you will transition into a fully managerial role focused on team strategy, pipeline optimization, revenue performance, and operational leadership.

Why This Role Matters

Strong case management directly influences client satisfaction, case value, settlement velocity, and financial performance.

In this role, you will ensure Case Managers have the training, structure, accountability, and frontline support needed to move cases forward effectively. Your leadership will help maintain treatment continuity, strengthen case development, reduce operational errors, and support successful settlements.

Compensation & Benefits

• Twice a month, USD salary compensation
• Leadership performance bonus opportunities
• Career advancement within a rapidly growing organization
• Professional leadership development and ongoing training
• Collaborative, high-performance work environment
• Modern office located in Guadalajara's premier financial district

What You'll Do

Pre-Litigation Strategy & Financial Oversight

• Lead team activity toward office financial goals and settlement benchmarks.
  
• Oversee the medical side of pre-litigation cases, including treatment continuity, medical record collection, bill management, and case development.
• Ensure medical treatment strategies support case value and align with the firm’s broader litigation approach.
• Monitor case pipelines, settlement activity, and revenue pacing.
• Prepare and present biweekly reports covering case movement, settlement results, financial performance, and projected operational outcomes.
• Identify risks, delays, and opportunities that may affect case progression or settlement value.
  

Frontline Escalations & Team Support

• Serve as the primary escalation authority for complex client concerns and sensitive case issues.
  
• Resolve high-friction situations with empathy, sound judgment, and a strong focus on protecting the client relationship.
• Support Case Managers in resolving operational barriers and moving cases toward successful outcomes.
• Oversee daily case assignments and file routing across High Capacity and High Value workstreams.
• Maintain strong SLA compliance, operational consistency, and low error rates.
• Collaborate with attorneys and leadership on cases requiring additional strategy or intervention.
  

Performance Coaching & Accountability

• Lead, mentor, and develop a high-performing team of Case Managers.
  
• Transition effectively between structured trainer, frontline coach, and operational supervisor.
• Conduct regular performance reviews, coaching sessions, and accountability conversations.
• Use production data and operational metrics to identify performance gaps and implement improvement plans.
• Establish clear expectations for productivity, quality, client service, and case progression.
• Foster a culture of ownership, collaboration, continuous improvement, and measurable results.
  

Team Building & Onboarding

• Execute a structured three-to-four-week onboarding program for new in-office Case Managers.
  
• Prepare new team members to transition successfully into active production.
• Monitor trainee milestones, readiness, graduation rates, and early performance.
• Maintain a consistent pipeline of production-ready Case Managers.
• Identify high-potential employees and support their continued professional growth.
  

Phased Production Model

Phase 1 – Active Case Management

• Manage a dedicated portfolio of up to 30 active files.
• Demonstrate strong case management practices and establish operational standards for the team.
• Build direct familiarity with current workflows, client needs, and production challenges.
• Lead by example while delivering immediate frontline support.

Phase 2 – Full Operational Leadership

• Transition out of direct file management as team and operational milestones are reached.
• Assume full responsibility for team oversight, pipeline optimization, revenue reporting, and performance strategy.
• Focus on scaling the department while maintaining quality, retention, and financial results.

What We're Looking For

Required Qualifications

• Three to five years of leadership or senior case management experience within legal operations, personal injury, insurance claims, or a closely related environment.
• Strong understanding of pre-litigation case management and medical treatment protocols.
  
• Experience overseeing treatment continuity, medical records, bill management, and case development.
• Proven ability to monitor case pipelines, support financial goals, and drive consistent settlement outcomes.
• Experience coaching employees, managing performance, and building accountability.
• Strong conflict-resolution skills and the ability to handle complex client and case escalations.
• Analytical ability to track operational metrics, identify trends, forecast settlement expectations, and communicate performance clearly.
• Ability to balance active case production with leadership and operational responsibilities during the initial phase.
• Professional proficiency in English and Spanish.
• Availability to work 100% on-site in Guadalajara.
  

The Type of Leader Who Thrives Here

Our strongest leaders are:

• Operationally focused and financially accountable
• Experienced in pre-litigation and medical case development
• Calm and decisive when handling complex escalations
• Comfortable using data to guide decisions and improve performance
• Skilled at balancing empathy with accountability
• Effective trainers and hands-on floor coaches
• Highly organized and attentive to operational details
• Committed to improving client outcomes and settlement performance
• Prepared to lead by example before transitioning into full management

Why Join Legal Management Group?

Legal Management Group is the exclusive talent acquisition and management partner of Farahi Law Firm, one of California’s fastest-growing personal injury law firms.

You will have the opportunity to shape frontline Case Management operations, develop future leaders, improve case outcomes, and directly influence the financial performance of a growing office.

As the organization expands, this position offers a clear path toward broader operational leadership and long-term career advancement.

Our Core Values

Loyalty – To our clients, our team, and our mission.

Trust – Building confidence through transparency, consistency, and results.

Respect – For clients, colleagues, and the communities we serve.

Accountability – Taking responsibility for outcomes, both successes and mistakes.

Continuous Growth – Striving to learn, adapt, and improve daily.

Equal Opportunity Employer

FLF is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all team members.

Ready to Apply?

If you're ready to lead high-performing teams, optimize operations, and help deliver exceptional experiences for our clients, we'd love to hear from you.

Apply today and become part of a team dedicated to operational excellence, professional growth, and changing lives through exceptional client service.