Manager of Pre-litigation Operations
for each section present: About the role? Actually the posting includes Company Description, Job Description, What You'll Do, What You Bring, Work Location, Qualifications, Additional Information (Compensation & Benefits). Also maybe "Work Location" appears twice. We need to not repeat job title heading. Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to map content to appropriate headings. The posting includes:
- Company Description (intro about firm). Could be "About the role"? Actually "About the role" is generic; but we can use "About the Company" maybe? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests we can use those headings if appropriate. We should include sections only when posting has real content. So we can have:
About the Company
maybe not in list but it's okay? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Safer to use those exact headings where applicable. Let's map:
- About the role: could be the Job Description summary? The posting has "Job Description" then a paragraph. So we can use About the role
with that paragraph.
- Responsibilities: corresponds to "What You’ll Do". Use Responsibilities
with list.
- Requirements: could be "What You Bring" and "Qualifications". Could combine. Use Requirements
with list.
- Skills: maybe not separate; but we have "Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred." Could be part of Requirements.
- Benefits: from "Additional Information Compensation & Benefits". Use Benefits
with list.
- Pay: The posting says "Competitive salary commensurate with experience" which is placeholder; we should NOT include Pay section if it's just "commensurate with experience" (that's filler). The instruction: never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Since Pay is only "competitive salary commensurate with experience" which is filler, we should NOT create a Pay section.
- Schedule: The posting says "Work Location This position works on-site Monday through Friday at 7900 NW 154th Street, Miami Lakes, Florida." Also later "Required Work Location This is a full-time, on-site position based in our Miami Lakes, Florida office. Candidates must be able to work in the office five (5) days per week, Monday through Friday. Remote, hybrid, or flexible work arrangements are not available for this role." That's schedule info (Monday-Friday, on-site). So we can create a Schedule section with that info. It's not filler; it's specific. So Schedule
with paragraph.
We also have Work Location details; could be part of Schedule or separate. We'll put location in Schedule.
We need to preserve all substantive information, not invent or summarize away detail. Use - for any list of duties/requirements/benefits. Use
for prose.
We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement, immigration, etc. Remove those.
Also remove "Join Our Team" etc? That's maybe boilerplate but contains some content: "At The Ward Law Group, every role contributes to changing lives. If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high-performing legal team, we'd love to hear from you. Apply today and become part of a team committed to excellence, accountability, and changing lives—one client at a time." That's basically application encouragement; we should remove application instructions. The instruction says remove application instructions. So we should cut that paragraph.
Also remove "The Ward Law Group is not accepting unsolicited assistance from search firms..." etc. That's legal boilerplate; remove.
Also remove "Disclaimer" about settlement and negotiation-related activities under attorney supervision. That's maybe relevant? It's a disclaimer about not providing legal advice. Could be considered boilerplate? It's specific to role; but it's a disclaimer. Might be considered legal boilerplate; but it's about the role's limitations. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. This is a legal disclaimer; likely remove.
Also remove "Additional Information Compensation & Benefits" heading? We'll keep Benefits section.
We need to include all substantive info: Company Description, Job Description (summary), Responsibilities (What You'll Do), Requirements (What You Bring + Qualifications), Benefits (list), Schedule (Work location and days). Also maybe "Work Location" details like address.
Let's extract content precisely.
Company Description paragraph(s):
"Join an Award-Winning Personal Injury Law Firm At The Ward Law Group, our mission is simple: Changing Lives. One Client at a Time Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day. We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm. Our Core Values Faith – We act with integrity, honesty, and purpose in everything we do. Accountability – We take ownership of our work, our commitments, and the results we deliver. Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams. Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community. Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success. Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive. Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work. If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time."
That's a lot; we need to preserve all substantive info. We'll put that in a
under About the Company? But we are using About the role heading for job description; maybe we need a separate section for Company Description. The instruction's examples didn't include Company Description, but we can still use
About the Company
if we want. However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but to be safe we could treat the company description as part of About the role? Actually About the role usually describes the role, not company. But we have a separate Job Description paragraph after "Job Description". That is more about the role. So we could have:
About the Company
...company description...
About the role
...job description summary...
But the instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we cannot use other headings, but it's safer to stick to those. However we need to include company description somewhere; we could put it under About the role? That would mix company and role. Might be okay but could be considered not following the instruction's spirit? The instruction says "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". It implies those are typical headings we may use; not that we cannot use others. I'd include a heading for Company Description as About the Company
. It's still an h3.
Let's decide: We'll include:
- About the Company
- About the role (Job Description)
- Responsibilities (What You’ll Do)
- Requirements (What You Bring + Qualifications)
- Benefits (Compensation & Benefits)
- Schedule (Work Location)
We must not include Pay.
Now extract details.
**About the Company**: The paragraph above.
**About the role**: The paragraph after "Job Description": "Help build the systems and teams that move client cases forward. The Ward Law Group is seeking an Intake Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands-on leader who understands personal injury workflows, develops accountable teams, and turns performance data into practical improvements. You’ll partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience."
That's the prose.
**Responsibilities**: The bullet list under "What You’ll Do". Let's capture each line:
- Oversee daily administrative and case support operations, ensuring clear priorities, balanced workloads, and timely follow-through.
- Lead and coach support staff, set performance expectations, and address training and productivity gaps.
- Monitor KPIs, including case progression, aging tasks, response times, workload, and quality.
- Identify bottlenecks across intake, pre-litigation, litigation support, and closing; coordinate improvements with department leaders.
- Develop and maintain standard operating procedures, quality checks, and staff training.
- Improve the use of Litify and reporting tools to strengthen documentation, visibility, and accountability.
- Partner with Talent Acquisition and HR on staffing, hiring, onboarding, and employee performance.
- Keep leadership informed of operational results, staffing needs, and issues requiring attention.
- Coordinate operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys.
We'll put each as
- .
**Requirements**: Combine "What You Bring" and "Qualifications". Let's list them.
What You Bring:
- At least three years of operations management experience in a plaintiff personal injury law firm.
- Direct experience supervising staff, coaching performance, and managing departmental workloads.
- Strong understanding of personal injury workflows from intake through case resolution.
- Demonstrated success using KPIs and process improvements to reduce delays and improve productivity or quality.
- Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred.
Qualifications (list appears as a series of phrases separated by line breaks? Actually after "Qualifications" there is a list:
Bilingual English/Spanish
Personal injury law firm experience
High-volume intake environment
KPI ownership and reporting
Client retention/escalation experience
Hiring, coaching, and performance management
Managed team leads/supervisors
Experience with Litify or Salesforce
Proven improvements in:
- Sign-up rates
- Client satisfaction
- Retention rates
- Productivity metrics
Experience reporting directly to firm leadership
We need to preserve all. We'll make a list.
Note: "Proven improvements in:" then sub-items. We'll treat as list items.
Thus Requirements list items:
- Bilingual English/Spanish
- Personal injury law firm experience
- High-volume intake
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests we can use those headings if appropriate. We should include sections only when posting has real content. So we can have:
About the Company
maybe not in list but it's okay? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Safer to use those exact headings where applicable. Let's map:
- About the role: could be the Job Description summary? The posting has "Job Description" then a paragraph. So we can use About the role
with that paragraph.
- Responsibilities: corresponds to "What You’ll Do". Use Responsibilities
with list.
- Requirements: could be "What You Bring" and "Qualifications". Could combine. Use Requirements
with list.
- Skills: maybe not separate; but we have "Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred." Could be part of Requirements.
- Benefits: from "Additional Information Compensation & Benefits". Use Benefits
with list.
- Pay: The posting says "Competitive salary commensurate with experience" which is placeholder; we should NOT include Pay section if it's just "commensurate with experience" (that's filler). The instruction: never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Since Pay is only "competitive salary commensurate with experience" which is filler, we should NOT create a Pay section.
- Schedule: The posting says "Work Location This position works on-site Monday through Friday at 7900 NW 154th Street, Miami Lakes, Florida." Also later "Required Work Location This is a full-time, on-site position based in our Miami Lakes, Florida office. Candidates must be able to work in the office five (5) days per week, Monday through Friday. Remote, hybrid, or flexible work arrangements are not available for this role." That's schedule info (Monday-Friday, on-site). So we can create a Schedule section with that info. It's not filler; it's specific. So Schedule
with paragraph.
We also have Work Location details; could be part of Schedule or separate. We'll put location in Schedule.
We need to preserve all substantive information, not invent or summarize away detail. Use - for any list of duties/requirements/benefits. Use
for prose.
We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement, immigration, etc. Remove those.
Also remove "Join Our Team" etc? That's maybe boilerplate but contains some content: "At The Ward Law Group, every role contributes to changing lives. If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high-performing legal team, we'd love to hear from you. Apply today and become part of a team committed to excellence, accountability, and changing lives—one client at a time." That's basically application encouragement; we should remove application instructions. The instruction says remove application instructions. So we should cut that paragraph.
Also remove "The Ward Law Group is not accepting unsolicited assistance from search firms..." etc. That's legal boilerplate; remove.
Also remove "Disclaimer" about settlement and negotiation-related activities under attorney supervision. That's maybe relevant? It's a disclaimer about not providing legal advice. Could be considered boilerplate? It's specific to role; but it's a disclaimer. Might be considered legal boilerplate; but it's about the role's limitations. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. This is a legal disclaimer; likely remove.
Also remove "Additional Information Compensation & Benefits" heading? We'll keep Benefits section.
We need to include all substantive info: Company Description, Job Description (summary), Responsibilities (What You'll Do), Requirements (What You Bring + Qualifications), Benefits (list), Schedule (Work location and days). Also maybe "Work Location" details like address.
Let's extract content precisely.
Company Description paragraph(s):
"Join an Award-Winning Personal Injury Law Firm At The Ward Law Group, our mission is simple: Changing Lives. One Client at a Time Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day. We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm. Our Core Values Faith – We act with integrity, honesty, and purpose in everything we do. Accountability – We take ownership of our work, our commitments, and the results we deliver. Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams. Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community. Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success. Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive. Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work. If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time."
That's a lot; we need to preserve all substantive info. We'll put that in a
under About the Company? But we are using About the role heading for job description; maybe we need a separate section for Company Description. The instruction's examples didn't include Company Description, but we can still use
About the Company
if we want. However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but to be safe we could treat the company description as part of About the role? Actually About the role usually describes the role, not company. But we have a separate Job Description paragraph after "Job Description". That is more about the role. So we could have:
About the Company
...company description...
About the role
...job description summary...
But the instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we cannot use other headings, but it's safer to stick to those. However we need to include company description somewhere; we could put it under About the role? That would mix company and role. Might be okay but could be considered not following the instruction's spirit? The instruction says "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". It implies those are typical headings we may use; not that we cannot use others. I'd include a heading for Company Description as About the Company
. It's still an h3.
Let's decide: We'll include:
- About the Company
- About the role (Job Description)
- Responsibilities (What You’ll Do)
- Requirements (What You Bring + Qualifications)
- Benefits (Compensation & Benefits)
- Schedule (Work Location)
We must not include Pay.
Now extract details.
**About the Company**: The paragraph above.
**About the role**: The paragraph after "Job Description": "Help build the systems and teams that move client cases forward. The Ward Law Group is seeking an Intake Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands-on leader who understands personal injury workflows, develops accountable teams, and turns performance data into practical improvements. You’ll partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience."
That's the prose.
**Responsibilities**: The bullet list under "What You’ll Do". Let's capture each line:
- Oversee daily administrative and case support operations, ensuring clear priorities, balanced workloads, and timely follow-through.
- Lead and coach support staff, set performance expectations, and address training and productivity gaps.
- Monitor KPIs, including case progression, aging tasks, response times, workload, and quality.
- Identify bottlenecks across intake, pre-litigation, litigation support, and closing; coordinate improvements with department leaders.
- Develop and maintain standard operating procedures, quality checks, and staff training.
- Improve the use of Litify and reporting tools to strengthen documentation, visibility, and accountability.
- Partner with Talent Acquisition and HR on staffing, hiring, onboarding, and employee performance.
- Keep leadership informed of operational results, staffing needs, and issues requiring attention.
- Coordinate operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys.
We'll put each as
- .
**Requirements**: Combine "What You Bring" and "Qualifications". Let's list them.
What You Bring:
- At least three years of operations management experience in a plaintiff personal injury law firm.
- Direct experience supervising staff, coaching performance, and managing departmental workloads.
- Strong understanding of personal injury workflows from intake through case resolution.
- Demonstrated success using KPIs and process improvements to reduce delays and improve productivity or quality.
- Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred.
Qualifications (list appears as a series of phrases separated by line breaks? Actually after "Qualifications" there is a list:
Bilingual English/Spanish
Personal injury law firm experience
High-volume intake environment
KPI ownership and reporting
Client retention/escalation experience
Hiring, coaching, and performance management
Managed team leads/supervisors
Experience with Litify or Salesforce
Proven improvements in:
- Sign-up rates
- Client satisfaction
- Retention rates
- Productivity metrics
Experience reporting directly to firm leadership
We need to preserve all. We'll make a list.
Note: "Proven improvements in:" then sub-items. We'll treat as list items.
Thus Requirements list items:
- Bilingual English/Spanish
- Personal injury law firm experience
- High-volume intake
About the role
with that paragraph. - Responsibilities: corresponds to "What You’ll Do". UseResponsibilities
with list. - Requirements: could be "What You Bring" and "Qualifications". Could combine. UseRequirements
with list. - Skills: maybe not separate; but we have "Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred." Could be part of Requirements. - Benefits: from "Additional Information Compensation & Benefits". UseBenefits
with list. - Pay: The posting says "Competitive salary commensurate with experience" which is placeholder; we should NOT include Pay section if it's just "commensurate with experience" (that's filler). The instruction: never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Since Pay is only "competitive salary commensurate with experience" which is filler, we should NOT create a Pay section. - Schedule: The posting says "Work Location This position works on-site Monday through Friday at 7900 NW 154th Street, Miami Lakes, Florida." Also later "Required Work Location This is a full-time, on-site position based in our Miami Lakes, Florida office. Candidates must be able to work in the office five (5) days per week, Monday through Friday. Remote, hybrid, or flexible work arrangements are not available for this role." That's schedule info (Monday-Friday, on-site). So we can create a Schedule section with that info. It's not filler; it's specific. SoSchedule
with paragraph. We also have Work Location details; could be part of Schedule or separate. We'll put location in Schedule. We need to preserve all substantive information, not invent or summarize away detail. Use- for any list of duties/requirements/benefits. Use
for prose. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement, immigration, etc. Remove those. Also remove "Join Our Team" etc? That's maybe boilerplate but contains some content: "At The Ward Law Group, every role contributes to changing lives. If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high-performing legal team, we'd love to hear from you. Apply today and become part of a team committed to excellence, accountability, and changing lives—one client at a time." That's basically application encouragement; we should remove application instructions. The instruction says remove application instructions. So we should cut that paragraph. Also remove "The Ward Law Group is not accepting unsolicited assistance from search firms..." etc. That's legal boilerplate; remove. Also remove "Disclaimer" about settlement and negotiation-related activities under attorney supervision. That's maybe relevant? It's a disclaimer about not providing legal advice. Could be considered boilerplate? It's specific to role; but it's a disclaimer. Might be considered legal boilerplate; but it's about the role's limitations. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. This is a legal disclaimer; likely remove. Also remove "Additional Information Compensation & Benefits" heading? We'll keep Benefits section. We need to include all substantive info: Company Description, Job Description (summary), Responsibilities (What You'll Do), Requirements (What You Bring + Qualifications), Benefits (list), Schedule (Work location and days). Also maybe "Work Location" details like address. Let's extract content precisely. Company Description paragraph(s): "Join an Award-Winning Personal Injury Law Firm At The Ward Law Group, our mission is simple: Changing Lives. One Client at a Time Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day. We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm. Our Core Values Faith – We act with integrity, honesty, and purpose in everything we do. Accountability – We take ownership of our work, our commitments, and the results we deliver. Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams. Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community. Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success. Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive. Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work. If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time." That's a lot; we need to preserve all substantive info. We'll put that in a
under About the Company? But we are using About the role heading for job description; maybe we need a separate section for Company Description. The instruction's examples didn't include Company Description, but we can still use
About the Company
if we want. However they said usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but to be safe we could treat the company description as part of About the role? Actually About the role usually describes the role, not company. But we have a separate Job Description paragraph after "Job Description". That is more about the role. So we could have:
About the Company
...company description...
About the role
...job description summary...
But the instruction says usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we cannot use other headings, but it's safer to stick to those. However we need to include company description somewhere; we could put it under About the role? That would mix company and role. Might be okay but could be considered not following the instruction's spirit? The instruction says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". It implies those are typical headings we may use; not that we cannot use others. I'd include a heading for Company Description as
About the Company
. It's still an h3. Let's decide: We'll include: - About the Company - About the role (Job Description) - Responsibilities (What You’ll Do) - Requirements (What You Bring + Qualifications) - Benefits (Compensation & Benefits) - Schedule (Work Location) We must not include Pay. Now extract details. **About the Company**: The paragraph above. **About the role**: The paragraph after "Job Description": "Help build the systems and teams that move client cases forward. The Ward Law Group is seeking an Intake Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands-on leader who understands personal injury workflows, develops accountable teams, and turns performance data into practical improvements. You’ll partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience." That's the prose. **Responsibilities**: The bullet list under "What You’ll Do". Let's capture each line: - Oversee daily administrative and case support operations, ensuring clear priorities, balanced workloads, and timely follow-through. - Lead and coach support staff, set performance expectations, and address training and productivity gaps. - Monitor KPIs, including case progression, aging tasks, response times, workload, and quality. - Identify bottlenecks across intake, pre-litigation, litigation support, and closing; coordinate improvements with department leaders. - Develop and maintain standard operating procedures, quality checks, and staff training. - Improve the use of Litify and reporting tools to strengthen documentation, visibility, and accountability. - Partner with Talent Acquisition and HR on staffing, hiring, onboarding, and employee performance. - Keep leadership informed of operational results, staffing needs, and issues requiring attention. - Coordinate operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys. We'll put each as - . **Requirements**: Combine "What You Bring" and "Qualifications". Let's list them. What You Bring: - At least three years of operations management experience in a plaintiff personal injury law firm. - Direct experience supervising staff, coaching performance, and managing departmental workloads. - Strong understanding of personal injury workflows from intake through case resolution. - Demonstrated success using KPIs and process improvements to reduce delays and improve productivity or quality. - Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred. Qualifications (list appears as a series of phrases separated by line breaks? Actually after "Qualifications" there is a list: Bilingual English/Spanish Personal injury law firm experience High-volume intake environment KPI ownership and reporting Client retention/escalation experience Hiring, coaching, and performance management Managed team leads/supervisors Experience with Litify or Salesforce Proven improvements in: - Sign-up rates - Client satisfaction - Retention rates - Productivity metrics Experience reporting directly to firm leadership We need to preserve all. We'll make a list. Note: "Proven improvements in:" then sub-items. We'll treat as list items. Thus Requirements list items: - Bilingual English/Spanish - Personal injury law firm experience - High-volume intake