Chief Operating Officer
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About the Role
We're seeking a high-performing COO with deep operational experience inside a personal injury law
firm. You will act as the second-in-command to the CEO and run the daily operations of a multi- department law firm with 200+ staff, 19 departments, and aggressive growth goals. This is not a learning
position — it's for someone who has already operated in the trenches of PI and knows how to make every part of the engine run efficiently.
Key Responsibilities:
Departmental Oversight:
Direct, lead, and optimize daily operations across Intake, Case Management, Pre-Lit, Lit,
Medical Records, Negotiations, Investigations, and Client Experience.
Ensure KPI tracking, data visibility, and accountability in each department.
Process & Systems Leadership:
Lead firm-wide process mapping, SOP creation, and cross-functional system alignment (e.g., Lead Docket, Filevine, RingCentral, CallRail, G Suite).
Optimize workflow automation and collaboration between Intake, CM, and Medical teams.
People Management & Performance:
Hire, onboard, and coach department leads and hold them to performance-based metrics.
Establish structured onboarding, cross-training, and succession planning systems.
Medical & Vendor Negotiation:
Lead medical provider negotiations, lien reductions, and ensure client medical management is cost-effective and streamlined.
Manage investigation resources, vendor contracts, and vendor KPI evaluation.
Operational Reporting and Decision Support:
Build dashboards in Looker Studio, track progress against KPIs, and support CEO in decision- making.
Present weekly scorecards across departments and identify areas of underperformance.
What Success Looks Like
- 90%+ of department KPIs hit consistently
- Increased case velocity without reducing settlement value
- Medical spend per case reduced by [X]% through better negotiation
- Investigations completed in
• CEO involvement in ops reduced by 75%
Required Skills & Experience
- 7+ years as COO or Director of Operations in a personal injury law firm
- Deep knowledge of intakes, CM, litigation, medical records, investigations
- Experience with KPIs, process mapping, automation tools
- Prior ownership of law firm P&L, budgeting, and staffing plans
- Skilled in medical negotiations, lien reductions, and cost control
- High emotional intelligence with zero micromanagement needed
- Strong technical understanding of law firm tech stacks (Filevine, Lead Docket, G Suite, RingCentral, etc.)
Preferred Tools & Platforms
- Filevine, Lead Docket, RingCentral, CallRail
- Google Workspace, Asana, Zapier, Looker Studio
- BambooHR, TestGorilla, TalentLMS
Soft Skills & Personality Fit
- Strategic operator with a bias for action
- Can teach others, not just do the work
- Calm under pressure, direct communicator
- Holds teams accountable while building morale
- Operates with CEO-mindset and owner mentality
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