Case Operations Manager

Job Description

Help build the systems and teams that move client cases forward.

The Ward Law Group is seeking an Intake Case Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands-on leader who understands personal injury workflows, develops accountable teams, and turns performance data into practical improvements.

You’ll partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience.

What You’ll Do

• Oversee daily administrative and case support operations, ensuring clear priorities, balanced workloads, and timely follow-through.
• Lead and coach support staff, set performance expectations, and address training and productivity gaps.
• Monitor KPIs, including case progression, aging tasks, response times, workload, and quality.
• Identify bottlenecks across intake, pre-litigation, litigation support, and closing; coordinate improvements with department leaders.
• Develop and maintain standard operating procedures, quality checks, and staff training.
• Improve the use of Litify and reporting tools to strengthen documentation, visibility, and accountability.
• Partner with Talent Acquisition and HR on staffing, hiring, onboarding, and employee performance.
• Keep leadership informed of operational results, staffing needs, and issues requiring attention.
• Coordinate operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys.

What You Bring

• At least three years of operations management experience in a plaintiff personal injury law firm.
• Direct experience supervising staff, coaching performance, and managing departmental workloads.
• Strong understanding of personal injury workflows from intake through case resolution.
• Demonstrated success using KPIs and process improvements to reduce delays and improve productivity or quality.
• Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred.

Work Location

This position works on-site Monday through Friday at 7900 NW 154th Street, Miami Lakes, Florida.

Qualifications

• Bilingual English/Spanish
• Personal injury law firm experience
• High-volume intake environment
• KPI ownership and reporting
• Client retention/escalation experience
• Hiring, coaching, and performance management
• Managed team leads/supervisors
• Experience with Litify or Salesforce
• Proven improvements in:
  • Sign-up rates
  • Client satisfaction
  • Retention rates
  • Productivity metrics
• Experience reporting directly to firm leadership

Required Work Location

• This is a full-time, on-site position based in our Miami Lakes, Florida office.
• Candidates must be able to work in the office five (5) days per week, Monday through Friday.
• Remote, hybrid, or flexible work arrangements are not available for this role.
• Applicants must reside within a reasonable commuting distance of Miami Lakes, FL or be willing to relocate prior to their start date.

Disclaimer

• This position performs settlement and negotiation-related activities under attorney supervision and does not provide legal advice or perform duties requiring a licensed attorney.

Additional Information

Compensation & Benefits

• Competitive salary commensurate with experience
• Professional development and continuing education support
• Collaborative, growth-oriented team environment
• Medical, dental & vision
• Hospital plans
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
• Company paid short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Employee Assistance Program
• Tuition Assistance
• Paid time off and paid holidays

Join Our Team

At The Ward Law Group, every role contributes to changing lives.

If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high-performing legal team, we'd love to hear from you.

Apply today and become part of a team committed to excellence, accountability, and changing lives—one client at a time.

The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.

At The Ward Law Group, we recognize our people are our strength. We are an equal opportunity (M/F/Disability/Veterans) and consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law. We value our people, their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work.

In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law.

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Compensation: 85000 to 160000 (USD) (YEARLY)