Head of Single Event Operations

Reporting to the Chief Solutions Officer (who reports directly to the Chief Executive Officer), the Head of Single Event Operations will build and lead a standalone, fee-for-service single-event operations line for Certum Legal Solutions (CLS), a technology-forward legal services platform. This role involves creating a dedicated business unit that delivers personal injury case operations on a per-case basis for law firm clients, operating remotely within the United States with travel as needed to company operations centers.

About the Role

The Head of Single Event Operations will own the case lifecycle from intake handoff through investigation, case workup, demand, negotiation, litigation support, settlement, and disbursement. This role requires standing up and leading a team of managers across pre-litigation, litigation, and settlement solutions, each supported by specialist teams. The position carries a true head-of-operations mandate with direct C-suite visibility, focusing on designing the operating model, building and staffing the team, and scaling the operation as case volume grows.

This is a build role, not a firm-integration role; it does not manage the platform's acquired law firms, which continue to operate as separate business units.

Core Responsibilities

• Single-Event Case Lifecycle Operations
  • Own the case lifecycle from intake handoff (post-quality control) through workup, demand, negotiation, litigation support, settlement, and disbursement.
  • Accountable for time-to-demand, demand-package quality, case velocity, and per-case profitability.
  • Identify and resolve bottlenecks, particularly in medical records and treatment management, without degrading quality or claimant experience.
  • Manage per-case unit economics and workflow differences across auto, trucking, premises, nursing-home, and catastrophic injury matters.
  • Define intake requirements and partner with the intake function to ensure data capture aligns with operational needs.
• Case Management Systems & Workflow Architecture
  • Build the single-event process on a centralized, Salesforce-based stack, designing intake-to-disbursement flows as clear decision trees.
  • Leverage deep, hands-on experience with at least one major personal-injury case-management system (e.g., Litify, Filevine, SmartAdvocate).
  • Operate as a power user of the reporting layer, building dashboards and using exception reporting to identify process or people issues.
  • Ensure technology investments eliminate manual workarounds through automation.
• Pod Model & Unit Economics
  • Design pod composition and case-manager-to-attorney ratios (e.g., one attorney with 2-3 case managers managing several hundred cases per pod).
  • Define and enforce service-level agreements (SLAs) and throughput targets, scaling capacity as volume grows.
  • Articulate and defend case-load math, including case velocity, time-to-demand, and per-case profitability, to leadership and the board.
  • Tune operations for the 9-12 month single-event cycle while maintaining quality and client experience.
• Process Engineering & Phased Build
  • Apply continuous improvement methodologies (e.g., Lean, Six Sigma) to map workflows and replace person-dependent tasks with standardized, system-driven processes.
  • Stand up the operation in phases: pre-litigation first, followed by litigation support and settlement in parallel.
  • Make build-versus-buy decisions (e.g., outsourcing medical-records retrieval) based on documented cost and ROI business cases.
  • Scale reporting, KPIs, and operating standards as case volume and pod count grow.
• Leadership, Technology & Culture
  • Recruit and lead a team of managers across pre-litigation, litigation, and settlement solutions, delegating execution to experienced leaders.
  • Communicate effectively across all levels, adapting style for a workforce often early in their careers and wary of automation.
  • Co-own the AI and automation rollout with the COO/CTO, defining which steps are automated and which retain human oversight.
  • Serve as the single point of accountability for the operation, diagnosing problems, removing roadblocks, and escalating issues effectively.

Requirements

• Bachelor’s degree required; advanced degree or legal-operations credential is a plus.
• Remote within the United States with travel as needed to operations centers.
• 8+ years of personal-injury case-operations leadership, with demonstrated increases in scope; experience running high-volume pre-litigation or case operations strongly preferred.
• Hands-on single-event personal-injury operating experience spanning auto, trucking, premises, nursing-home, and catastrophic injury matters.
• Genuinely technology-forward and AI-native, with the ability to master and build on a modern, centralized case-management stack quickly.
• Deep, hands-on experience with at least one major personal-injury case-management system (e.g., Litify, Filevine, SmartAdvocate, Needles, Trialworks, CASEpeer); Salesforce experience a plus.
• Demonstrated record of putting a case-management system into production and driving adoption across multiple offices or locations.

Compensation

Competitive base salary, performance bonus, equity participation, and benefits.