Head of Single Event Operations

Core Profile

Alignment with the following is required to get you in the conversation:

• End-to-End Lifecycle Ownership & Executive Partnership
• Hands-On Single-Event PI Operator
• Case Management Systems, Technology & AI Ownership
• Process Engineering & Operating-Model Design
• People Leadership & Mission-Aligned Cultural Fit

Core Responsibilities & Scope of Work

Own the Lifecycle: Own the case lifecycle from the intake handoff, once a case clears intake quality control, through case workup (investigation, medical records, treatment management and liaison, and lien resolution), demand, negotiation, litigation support, settlement, and disbursement, accountable for time-to-demand, demand-package quality, case velocity, and per-case profitability.

Compress the Bottlenecks: Identify and resolve the stages where single-event throughput breaks, typically medical records and treatment management, compressing them without degrading quality or the claimant experience.

Vertical Fluency: Account for the per-case unit economics and workflow differences across auto and trucking, premises, nursing-home and long-term-care, and catastrophic matters, applying bespoke handling where each requires it.

Define Intake Requirements: Specify the data points operations needs captured at intake, the items required every time without fail, and partner with the intake function on how the stack captures them.

Build on a Modern Stack: Build the single-event process on the platform's centralized, Salesforce-based stack, designing intake-to-disbursement flows as clear decision trees; direct Salesforce experience is a plus, but the essential requirement is the ability to architect and build on a modern case-management system rather than use the one a prior firm happened to buy.

Production at Scale: Bring deep, hands-on experience with at least one major personal-injury case-management system and a record of putting one into production and driving its adoption across multiple offices or locations.

Exception Reporting: Operate as a power user of the reporting layer, building your own dashboards and living in exception reporting to surface what is not getting done and whether a slip is a process problem or a people problem.

Eliminate Workarounds: Ensure technology investments map directly to operational logic and eliminate manual workarounds through automation.

Pod Model & Unit Economics Design & Stand Up: Design pod composition and case-manager-to-attorney ratios, for example one attorney with two to three case managers and an intake liaison managing several hundred cases per pod, then stand up, staff, and replicate pods as the primary mechanism for scaling capacity.

Throughput & SLAs: Define and hold service-level agreements and throughput targets, increasing or throttling volume on demand as the operation scales toward thousands of active matters and a hundred or more operations staff.

Case-Load Math: Articulate how case velocity, time-to-demand, and per-case profitability connect mathematically, and defend that staffing framework clearly and quickly to leadership and the board.

Fast-Cycle Tuning: Tune the engine for the nine-to-twelve-month single-event cycle, protecting quality and the client experience as throughput rises.

Process Engineering & Phased Build: Apply a Lean, Six-Sigma, or equivalent discipline by mapping workflows, questioning why each step exists, and replacing the step that survives only because that is how it has always been done with standardized, repeatable, system-driven work.

Phased Build: Stand the operation up in phases, building pre-litigation first, then litigation support and settlement in parallel, so each capability is proven before the next is layered on.

Build-versus-Buy: Make build-versus-buy calls, such as outsourcing medical-records retrieval or lead resolution, on documented cost and ROI business cases that weigh dollars against the capacity freed for higher-value work, and sell them to stakeholders.

Scale the Operation: Extend reporting, KPIs, and operating standards as case volume and pod count grow, building the management layer and instrumentation needed to run a multi-team, multi-location operation.

Leadership, Technology & Culture: Recruit and lead a team of managers across pre-litigation, litigation, and settlement solutions, each with its own specialist team, set clear ownership and decision rights, and delegate execution to experienced leaders rather than hoarding it.

Lead Up and Down the Stack: Communicate in real time across leadership and the floor, adapting style to a workforce often early in its career and wary of automation, from case managers and intake liaisons to supervising attorneys.

Co-Own the AI Rollout: Partner with the COO/CTO to co-own the AI and automation rollout, defining which steps are automated and which keep a human in the loop for attorney judgment and settlement strategy.

Quarterback the Operation: Diagnose problems, pull the right people in, remove roadblocks, and escalate effectively up the chain, keeping a multi-stakeholder, multi-location operation moving.

Qualifications

• Bachelor's degree required; an advanced degree or legal-operations credential is a plus but not required.
• Remote within the United States with travel as needed to operations centers.
• Typically 8 or more 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.
• Single-event personal-injury operating experience is required, spanning matters such as auto, trucking, premises, nursing-home, and catastrophic injury, with lived, hands-on command of how the large majority of single-event cases flow from intake handoff through workup, demand, negotiation, litigation support, settlement, and disbursement.
• 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 such as Litify, Filevine, SmartAdvocate, Needles, Trialworks, or CASEpeer; Salesforce experience a plus.