Personal Injury Director of Operations (Onsight)

About the Role

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. The ideal candidate has extensive leadership experience within a Plaintiff Personal Injury law firm, possesses a strong operational mindset, and has a proven history of improving productivity through KPI management, process optimization, and people development. This is a 100% onsite leadership role based in Miami Lakes, Florida.

What You'll Do

• Operational Leadership: 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.
• Performance Management: 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.
• Process Improvement: 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.
• Financial & Operational Results: 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.
• Leadership & Collaboration: 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.

Performance Expectations

Success in this role will be measured by the ability to:

• Improve departmental productivity and operational efficiency
• Consistently achieve or exceed established KPIs
• Reduce case aging and departmental backlog
• Improve turnaround times across operational departments
• Increase manager accountability and employee engagement
• Improve quality assurance scores
• Improve client satisfaction metrics
• Develop and retain high-performing leaders
• Deliver measurable operational improvements through process optimization
• Build scalable systems to support continued firm growth

Required Qualifications

• 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

Preferred 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

Your talent, skills and experience will be rewarded with a competitive compensation package.