Case Operations Manager

Case Operations Manager, Complex Litigation

The Complex Litigation practice represents tens of thousands a year against the largest companies in the U.S. In recent years, we have successful defended clients’ rights to data privacy against Capital One and Google, helped 1000s of veterans earn justice against 3M, and achieved $1B+ settlements for clients harmed in disasters such as the East Palestine Train Derailment and the Maui Wildfires.

Summary

We are seeking a Case Operations Manager to join our team. As a Case Operations Manager you are the mini-COO of cases. You work directly with leadership to drive the effective and efficient work up of client cases from sign-up to settlement.

This role requires operational excellence and a strategic mindset, alongside the empathy to influence and the vision to lead. This successful candidate will be highly organized, enterprising, and a fast learner.

Responsibilities

• Oversee all case operations, including developing, implementing and driving adoption of the tools and processes needed for case teams to work up clients cases
• Collaborate with Legal Leadership to manage timeline, pace, and scope of case work up against deadlines
• Own inventory reporting, providing transparency into work up status, evaluating performance and identifying opportunities for operational improvement
• Partner with Product, Legal, Marketing, Biz Ops, and 3rd party vendors to troubleshoot obstacles and devise creative solutions to overcome hurdles faced by case teams
• Develop communication programs to deliver a world-class client experience, including designing tailored outreach plans as well as organizing group events in person or online
• Monitor efficacy of all inbound and outbound client communications, across Case Staff, 3rd party vendors, email marketing, to drive client engagement
• Oversee staffing needs as well as training and onboarding of new case team members

Job Qualifications

• 3+ years of work experience in management consulting, business operations, or operations management role
• Excellent problem-solving and structured thinking skills
• Exceptional ability to synthesize information, simplify complexity, and deliver actionable plans
• Advanced analytical skills, with experience delivering data-driven recommendations
• Comfort working autonomously in fast-paced environment across multiple high-priority projects
• Bonus Points
• Prior knowledge of legal world, especially personal injury law firms
• Prior experience with Salesforce
• Startup or high-growth company experience (i.e., you are inclined to get things done!)