Personal Injury Director of Operations

About the role

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 results for our clients while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to improve processes, develop professionally, and contribute to meaningful outcomes. Every role plays an important part in helping our clients through some of the most difficult times in their lives while supporting the continued growth of our firm.

Our Core Values Faith – We act with integrity, honesty, and purpose in everything we do. Accountability – We take ownership of our commitments, actions, and results. 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 – We are committed to delivering exceptional experiences and changing lives, one client at a time.

Headquartered in Miami Lakes, Florida, with offices in New York and Orlando, The Ward Law Group continues to expand nationally, with future growth planned in additional markets across the United States.

Responsibilities

The Director of Operations is a senior operational leader responsible for driving performance, operational excellence, and continuous improvement across the firm's Senior Case Management (Production), Medical Management, and Reductions Departments.

This leader will oversee multiple department managers and large cross-functional teams while ensuring operational consistency, accountability, and achievement of key business objectives.

• Lead the daily operations of the Senior Case Management, Medical Management, and Reductions departments.
• Develop, coach, and mentor department managers and supervisors.
• Build a culture of accountability, urgency, collaboration, and continuous improvement.
• Ensure operational consistency across departments.
• Establish, monitor, and improve departmental KPIs.
• Analyze operational dashboards to identify trends and performance gaps.
• Hold managers accountable for productivity, quality, turnaround times, and client satisfaction.
• Develop corrective action plans to improve performance.
• Identify workflow inefficiencies and operational bottlenecks.
• Implement scalable operational improvements.
• Standardize processes and reinforce compliance with SOPs.
• Partner with leadership on automation and technology initiatives.
• Improve operational efficiency while maintaining service quality.
• Drive reductions in backlog and case aging.
• Improve turnaround times across departments.
• Support budgeting, workforce planning, and resource allocation.
• Utilize operational data to support executive decision-making.
• Partner with Executive Leadership on strategic initiatives.
• Collaborate with department leaders to improve client experience.
• Develop future leaders through coaching and succession planning.
• Foster collaboration across Intake, Case Management, Medical Management, Reductions, Litigation, and Operations.

Requirements

• Minimum 7 years of operations leadership experience in a high-volume, service-based organization.
• Minimum 3 years leading operations within a Plaintiff Personal Injury law firm.
• Experience overseeing Intake, Case Management, Medical Management, Senior Case Management, Settlements, or Reductions.
• Experience leading multiple department managers.
• Experience managing 50+ indirect reports and 5+ direct reports.
• Proven success improving operational KPIs.
• Demonstrated ability to coach managers and improve accountability.
• Experience reducing backlog and improving workflow efficiency.
• Strong analytical and data-driven decision-making skills.
• Experience using dashboards, KPIs, and operational reporting.
• Experience implementing process improvements and operational change.
• Experience leveraging technology, automation, AI, or CRM platforms to improve operations.
• Strong executive communication and leadership presence.
• Ability to work onsite Monday through Friday in Miami Lakes.

Qualifications

Bachelor's degree required. MBA or Master's degree preferred.

• Experience implementing Litify.
• Salesforce experience.
• AI implementation experience.
• Lean Six Sigma certification.
• Experience building operational dashboards.
• Experience leading digital transformation initiatives.

Benefits

• Medical, Dental & Vision Insurance
• Company-paid Life Insurance
• Short-Term Disability
• Long-Term Disability
• Supplemental Insurance
• 401(k) with Company Match
• Paid Time Off
• Employee Assistance Program