Head of Single Event Operations

About the role

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.

Responsibilities

• Own the case lifecycle from the 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.
• Compress the bottlenecks by identifying and resolving stages where single-event throughput breaks, typically medical records and treatment management, without degrading quality or the claimant experience.
• Define intake requirements, specifying the data points operations need captured at intake and the items required every time without fail, and partner with the intake function on how the stack captures them.
• 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.
• 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 by ensuring technology investments map directly to operational logic and eliminating manual workarounds through automation.
• Design, stand up, staff, and replicate the pod model, defining case-manager-to-attorney ratios, pod composition, service-level agreements, and throughput, and defend that case-load math and its per-case unit economics to leadership and the board.
• 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.
• Tune the engine for the nine-to-twelve-month single-event cycle, protecting quality and the client experience as throughput rises.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Diagnose problems, pull the right people in, remove roadblocks, and escalate effectively up the chain, keeping a multi-stakeholder, multi-location operation moving.

Requirements

• 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.