Intake Operations Manager – Personal Injury

The Ward Law Group, PL

. Oversee daily administrative and case support operations .

Posted 9/15/2026full-timeRemote • Miami Lakes • Florida • United StatesMid-LevelSenior💰 $85,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operations management within a plaintiff personal injury law firm, focusing on staff supervision, performance coaching, and process improvements. Proficient in utilizing KPIs and legal case management systems, particularly Litify, to enhance productivity and client satisfaction.

Highest-signal resume keywords

Operations Management ExperienceLitify ProficiencyKPI Ownership and ReportingStaff Supervision and CoachingPersonal Injury Law Firm Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operations ManagementKPI MonitoringProcess ImprovementStaff TrainingClient RetentionHigh-Volume Intake ManagementLegal Case Management SystemsPerformance ManagementSettlement NegotiationBilingual English/Spanish

Soft Skills

LeadershipCoachingCommunicationProblem-SolvingCollaboration

Tools & Technologies

LitifySalesforceReporting Tools

Industry Keywords

Personal Injury LawCase ProgressionIntake ProcessLitigation SupportQuality Checks

About the role

Key responsibilities & impact

Oversee daily administrative and case support operations
Ensure 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 process improvements with department leaders
Develop and maintain standard operating procedures, quality checks, and staff training
Improve 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
Perform settlement and negotiation-related activities under attorney supervision without providing legal advice or performing duties requiring a licensed attorney

Requirements

What you’ll need

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
Bilingual English/Spanish
Personal injury law firm experience
High-volume intake environment experience
KPI ownership and reporting
Client retention/escalation experience
Hiring, coaching, and performance management experience
Experience managing team leads/supervisors
Experience with Litify or Salesforce
Proven improvements in sign-up rates, client satisfaction, retention rates, and productivity metrics
Experience reporting directly to firm leadership
Must be able to work on-site five days per week, Monday through Friday, in Miami Lakes, Florida
Must reside within a reasonable commuting distance of Miami Lakes, FL or be willing to relocate before starting
Employment contingent upon verification of identity and authorization to work in the United States

Benefits

Comp & perks

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
Company paid Basic Life and AD&D insurance
Voluntary Life & AD&D insurance 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