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About the RoleWe'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 ResponsibilitiesDepartmental 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, Ring Central, Call Rail, 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 & 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 Like90%+ of department KPIs hit consistentlyIncreased case velocity without reducing settlement valueMedical spend per case reduced by [X]% through better negotiationInvestigations completed in7+
