Chief Operating Officer

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 < 3 days per case
• High team engagement, low turnover, clear org chart with successors in place

• 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