Head of Single Event Operations

Reporting to the Chief Solutions Officer (who reports directly to the Chief Executive Officer), this role is based remotely within the United States with travel as needed to company operations centers.

About the Role

Chamberlain Advisors is conducting an executive search for Certum Legal Solutions (CLS), a technology-forward legal services platform building a national, vertically integrated personal injury enterprise. The Head of Single Event Operations will build and run a standalone, fee-for-service single-event operations line: a dedicated business unit delivering personal injury case operations on a per-case basis for personal injury law firm clients.

This role owns the case lifecycle from intake handoff through investigation, case workup, demand, negotiation, litigation support, settlement, and disbursement. You will stand up and lead a team of managers across pre-litigation, litigation, and settlement solutions, each supported by specialist teams. This is a build role with a true head-of-operations mandate: designing the operating model, building and staffing the team, and scaling the operation as case volume grows.

Core Profile

• End-to-End Lifecycle Ownership & Executive Partnership: Own the single-event case lifecycle, partnering with the Chief Marketing & Intake Officer on a clean intake handoff. Define the operating model, run the operation by metrics (time-to-demand, demand-package quality, case velocity, per-case profitability), and ensure seamless handoffs across investigation, medical records, treatment management, lien resolution, negotiation, litigation support, settlement, and disbursement.
• Hands-On Single-Event PI Operator: Requires lived, hands-on command of single-event personal injury case operations at scale. Build the operation from the ground up, comfortable with rapid iteration and shipping pragmatic solutions under pressure in a high-volume, fast-cycle environment.
• Case Management Systems, Technology & AI Ownership: Deep, hands-on experience with at least one major personal-injury case-management system (e.g., Litify, Filevine) and the ability to architect workflows. Operate as a power user of the reporting layer, building dashboards and leveraging exception reporting. Co-own the AI and automation rollout with the COO/CTO, defining automation boundaries while preserving human judgment for attorney strategy.
• Process Engineering & Operating-Model Design: Apply continuous-improvement disciplines (Lean, Six Sigma) to map workflows, eliminate inefficiencies, and replace person-dependent tasks with standardized, system-driven processes. Design and scale the pod model, defining case-manager-to-attorney ratios, SLAs, and throughput. Make build-versus-buy decisions (e.g., outsourcing medical-records retrieval) based on cost/ROI business cases.
• People Leadership & Mission-Aligned Cultural Fit: Lead with humility, accountability, and respect across a multi-level workforce. Build and lead teams of managers and specialists, delegating execution while maintaining visibility. Cultural fit is non-negotiable: align with the platform’s mission and operate within its ego-checked, solutions-first culture.

Responsibilities

• Single-Event Case Lifecycle Operations:
  • Own the case lifecycle from intake handoff through disbursement, ensuring metrics like time-to-demand, demand-package quality, case velocity, and per-case profitability are met.
  • Resolve bottlenecks (e.g., medical records, treatment management) without compromising quality or claimant experience.
  • Account for workflow and unit economics differences across auto, trucking, premises, nursing-home, and catastrophic injury cases.
  • Define intake requirements and partner with the intake function to capture critical data points.
• Case Management Systems & Workflow Architecture:
  • Build the single-event process on the platform’s Salesforce-based stack, designing intake-to-disbursement flows as clear decision trees.
  • Leverage deep experience with a major PI case-management system to drive adoption and scale.
  • Operate as a power user of the reporting layer, building dashboards and using exception reporting to identify process or people issues.
  • Eliminate manual workarounds through automation and technology investments.
• Pod Model & Unit Economics:
  • Design pod composition (e.g., 1 attorney + 2–3 case managers + intake liaison) and case-manager-to-attorney ratios to manage hundreds of cases per pod.
  • Define and enforce SLAs and throughput targets, scaling volume dynamically as the operation grows.
  • Articulate and defend case-load math (case velocity, time-to-demand, profitability) to leadership and the board.
  • Tune the operation for the 9–12-month single-event cycle while protecting quality and client experience.
• Process Engineering & Phased Build:
  • Map workflows as decision trees, question legacy steps, and replace person-dependent tasks with standardized processes.
  • Stand up the operation in phases: pre-litigation first, then litigation support and settlement in parallel.
  • Make build-versus-buy decisions (e.g., outsourcing medical-records retrieval) based on documented cost/ROI analyses.
  • Scale reporting, KPIs, and operating standards as case volume and pod count grow.
• Leadership, Technology & Culture:
  • Recruit and lead managers across pre-litigation, litigation, and settlement, setting clear ownership and decision rights.
  • Communicate effectively across leadership and frontline teams, adapting style to a workforce early in their careers.
  • Co-own the AI and automation rollout, defining which steps are automated and which retain human oversight.
  • Serve as the single point of accountability, diagnosing problems, removing roadblocks, and escalating as needed.

Requirements

• Bachelor’s degree required; advanced degree or legal-operations credential a plus.
• 8+ years of personal-injury case-operations leadership, with demonstrated increases in scope; experience running a high-volume pre-litigation or case-operations function strongly preferred.
• Hands-on single-event personal-injury operating experience (auto, trucking, premises, nursing-home, catastrophic injury) from intake handoff through disbursement.
• Genuinely technology-forward and AI-native, with the ability to master and build on a modern 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.
• Proven track record of putting a case-management system into production and driving adoption across multiple offices/locations.

Compensation

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