Head of Single Event Operations

Reporting to the Chief Solutions Officer (who reports directly to the Chief Executive Officer), this role is responsible for building and leading a standalone, fee-for-service single-event operations line at Certum Legal Solutions (CLS), a technology-forward legal services platform. The Head of Single Event Operations will own the case lifecycle from intake handoff through settlement and disbursement, standing up and scaling a dedicated business unit for personal injury law firm clients.

About the Role

This is a build role with a true head-of-operations mandate: you will design the operating model, build and staff the team, and scale the operation as case volume grows. The role does not manage the platform's acquired law firms, which operate as separate business units. You will serve as a peer to the Head of Mass Tort Operations and report directly to the Chief Solutions Officer.

Core Responsibilities

• Single-Event Case Lifecycle Operations
  • Own the case lifecycle from intake handoff (post-quality control) through investigation, case workup, demand, negotiation, litigation support, settlement, and disbursement.
  • Ensure accountability for time-to-demand, demand-package quality, case velocity, and per-case profitability.
  • Resolve bottlenecks, particularly in medical records and treatment management, without compromising quality or claimant experience.
  • Account for 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 capture necessary data points.
• Case Management Systems & Workflow Architecture
  • Build the single-event process on the platform’s 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.
  • Eliminate manual workarounds through automation and ensure technology investments align with operational logic.
• Pod Model & Unit Economics
  • Design pod composition (e.g., one attorney with 2–3 case managers and an intake liaison) and case-manager-to-attorney ratios to manage hundreds of cases per pod.
  • Define and enforce service-level agreements (SLAs) and throughput targets as the operation scales to thousands of active matters.
  • Articulate and defend case-load math, including how case velocity, time-to-demand, and per-case profitability connect.
  • Tune the operation 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, eliminate inefficiencies, and standardize 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, each with specialist teams.
  • Delegate execution to experienced leaders while maintaining accountability for the operation.
  • Communicate effectively across leadership and frontline teams, adapting to a workforce often early in their careers.
  • 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, diagnosing problems, removing roadblocks, and escalating issues as needed.

Requirements

• Bachelor’s degree required; advanced degree or legal-operations credential 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 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 ability to design and implement workflows, drive adoption, and eliminate manual workarounds through automation.

Compensation

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