Head of Single Event Operations

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 that brings insurance, litigation funding, and legal-service solutions together under one platform.

About the role

Reporting to the Chief Solutions Officer, who reports directly to the Chief Executive Officer, and serving as a peer to the Head of Mass Tort Operations, the Head of Single Event Operations will build and run a standalone, fee-for-service single-event operations line: a dedicated business unit that delivers personal injury case operations on a per-case basis for personal injury law firm clients.

The Head of Single Event Operations owns the case lifecycle from the intake handoff through investigation, case workup, demand, negotiation, litigation support, settlement, and disbursement, and will stand up and lead a team of managers across pre-litigation, litigation, and settlement solutions, each supported by its own specialist teams. This is a build role with a true head-of-operations mandate: a business-facing quarterback with direct C-suite visibility, accountable for 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 Profile

• End-to-End Lifecycle Ownership & Executive Partnership: Own the single-event case lifecycle end-to-end, from intake handoff through investigation, case workup, medical records and treatment management, lien resolution, demand, negotiation, litigation support, settlement, and disbursement for single-incident matters such as auto, trucking, premises, nursing-home, and catastrophic injury. Scope begins once a case clears intake quality control and is handed to operations, running through settlement and disbursement. Partner with the Chief Marketing & Intake Officer on a clean intake handoff, run the operation by the numbers (time-to-demand, demand-package quality, case velocity, and per-case profitability), and define the operating model rather than inherit one.
• Hands-On Single-Event PI Operator: Requires a genuine single-event personal-injury operator with lived, hands-on command of PI case operations at scale. Build the single-event operation from the ground up, comfortable building the plane while flying it and shipping an eighty-percent-good answer now rather than a perfect one in six months. Perform under real pressure in a high-volume, fast-cycle environment without deciding that work is beneath you.
• Case Management Systems, Technology & AI Ownership: Deep, hands-on command of at least one major personal-injury case-management system is essential, along with the judgment to architect workflows on it. Be genuinely technology-forward and AI-native; the platform runs on a centralized, Salesforce-based stack. Co-own the AI and automation rollout with the COO/CTO, covering workflow agents along with medical-records and document-generation agents, and articulate which steps are agent-owned and which keep a human in the loop for attorney judgment and settlement strategy.
• Process Engineering & Operating-Model Design: Run the operation as a continuous-improvement operator, mapping every workflow as a decision tree, asking why each step exists, and replacing person-dependent tasks with standardized, system-driven ones. Design, stand up, staff, and replicate the pod model, defining case-manager-to-attorney ratios, pod composition, service-level agreements, and throughput. Phase the build in the intended sequence (pre-litigation first, then litigation support and settlement in parallel) and make build-versus-buy calls on documented cost and ROI business cases.
• People Leadership & Mission-Aligned Cultural Fit: Cultural fit is non-negotiable. Share the platform's mission and operate within its ego-checked, accountability-first culture: humility with confidence, problems surfaced early, and respect for everyone from early-career case managers to founder-attorneys. Lead a team of managers across pre-litigation, litigation, and settlement solutions, with the steadiness and gravitas to serve as the single point of accountability for the operation.

Responsibilities

• Single-Event Case Lifecycle Operations
  • Own the Lifecycle: Own the case lifecycle from intake handoff (post-quality control) through case workup (investigation, medical records, treatment management and liaison, 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 stages where single-event throughput breaks, typically medical records and treatment management, without degrading quality or claimant experience.
  • Vertical Fluency: Account for per-case unit economics and workflow differences across auto, trucking, premises, nursing-home, long-term-care, and catastrophic matters, applying bespoke handling where required.
  • Define Intake Requirements: Specify data points operations needs captured at intake, partnering with the intake function on how the stack captures them.
• Case Management Systems & Workflow Architecture
  • Build on a Modern Stack: Design intake-to-disbursement flows as clear decision trees on the platform's centralized, Salesforce-based stack. Direct Salesforce experience is a plus, but the essential requirement is the ability to architect and build on a modern case-management system.
  • Production at Scale: Bring deep, hands-on experience with at least one major personal-injury case-management system (e.g., Litify, Filevine, SmartAdvocate) and a record of driving its adoption across multiple offices or locations.
  • Exception Reporting: Operate as a power user of the reporting layer, building dashboards and living in exception reporting to surface process or people problems.
  • Eliminate Workarounds: Ensure technology investments map directly to operational logic and eliminate manual workarounds through automation.
• Pod Model & Unit Economics
  • Design & Stand Up Pods: Design pod composition and case-manager-to-attorney ratios (e.g., one attorney with two to three case managers and an intake liaison managing several hundred cases per pod). Stand up, staff, and replicate pods as the primary scaling mechanism.
  • Throughput & SLAs: Define and hold service-level agreements and throughput targets, scaling 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 the staffing framework to leadership and the board.
  • Fast-Cycle Tuning: Tune the engine for the nine-to-twelve-month single-event cycle, protecting quality and client experience as throughput rises.
• Process Engineering & Phased Build
  • Continuous Improvement: Apply Lean, Six-Sigma, or equivalent discipline to map workflows, question each step, and replace person-dependent tasks with standardized, system-driven work.
  • Phased Build: Stand the operation up in phases: pre-litigation first, then litigation support and settlement in parallel, proving each capability before layering the next.
  • Build-versus-Buy: Make build-versus-buy calls (e.g., outsourcing medical-records retrieval) on documented cost and ROI business cases.
  • Scale the Operation: Extend reporting, KPIs, and operating standards as case volume and pod count grow, building the management layer needed to run a multi-team, multi-location operation.
• Leadership, Technology & Culture
  • Build & Lead the Team: 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, delegating execution to experienced leaders.
  • 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.
  • 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 to keep a multi-stakeholder, multi-location operation moving.

Qualifications

• Bachelor's degree required; an advanced degree or legal-operations credential is a plus.
• 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.
• Demonstrated record of putting a case-management system into production and driving its adoption across multiple offices or locations.

Benefits

• Competitive base salary
• Performance bonus
• Equity participation
• Benefits package