Manager of Pre-litigation Operations at The Ward Law Group, PL in Miami, , United States
- Company: The Ward Law Group, PL
- Location: Miami, , United States
- Posted: Sep 21, 2026
- Type: Full-time
- Salary: USD 85,000 - USD 120,000 - yearly
- Experience: 3+ years
Overview
Help build the systems and teams that move client cases forward. The Ward Law Group is seeking an Intake Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands-on leader who understands personal injury workflows, develops accountable teams, and turns performance …
Job description
- Help build the systems and teams that move client cases forward.
- The Ward Law Group is seeking an Intake Operations Manager to lead a team at our Miami Lakes office. This role is ideal for a hands-on leader who understands personal injury workflows, develops accountable teams, and turns performance data into practical improvements.
- You’ll partner with attorneys and department leaders to strengthen case support, improve efficiency, and deliver a consistent client experience.
Responsibilities
- Oversee daily administrative and case support operations, ensuring clear priorities, balanced workloads, and timely follow-through.
- Lead and coach support staff, set performance expectations, and address training and productivity gaps.
- Monitor KPIs, including case progression, aging tasks, response times, workload, and quality.
- Identify bottlenecks across intake, pre-litigation, litigation support, and closing; coordinate improvements with department leaders.
- Develop and maintain standard operating procedures, quality checks, and staff training.
- Improve the use of Litify and reporting tools to strengthen documentation, visibility, and accountability.
- Partner with Talent Acquisition and HR on staffing, hiring, onboarding, and employee performance.
- Keep leadership informed of operational results, staffing needs, and issues requiring attention.
- Coordinate operational support while leaving legal strategy, legal advice, and attorney supervision to designated attorneys.
Requirements
- At least three years of operations management experience in a plaintiff personal injury law firm.
- Direct experience supervising staff, coaching performance, and managing departmental workloads.
- Strong understanding of personal injury workflows from intake through case resolution.
- Demonstrated success using KPIs and process improvements to reduce delays and improve productivity or quality.
- Proficiency with legal case management systems and reporting tools; Litify experience strongly preferred.
- Bilingual English/Spanish
- Personal injury law firm experience
- High-volume intake environment
- KPI ownership and reporting
- Client retention/escalation experience
- Hiring, coaching, and performance management
- Managed team leads/supervisors
- Experience with Litify or Salesforce
- Sign-up rates
- Client satisfaction
- Retention rates
- Productivity metrics
- Experience reporting directly to firm leadership
Skills
Required
- Operations management
- Staff supervision and coaching
- Performance management
- KPI monitoring and reporting
- Process improvement
- Legal case management systems
- Reporting tools
- Bilingual English/Spanish
- Client retention and escalation
- Hiring and onboarding
- Team leadership
- Litify or Salesforce
Preferred
- Litify experience
Benefits
- Compensation & Benefits
- Competitive salary commensurate with experience
- Professional development and continuing education support
- Collaborative, growth-oriented team environment
- Medical, dental & vision
- Hospital plans
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
- Company paid short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Employee Assistance Program
- Tuition Assistance
- Paid time off and paid holidays
About The Ward Law Group, PL
Join an Award-Winning Personal Injury Law Firm Changing Lives. One Client at a Time Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day. We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm. Our Core Values Faith – We act with integrity, honesty, and purpose in everything we do. Accountability – We take ownership of our work, our commitments, and the results we deliver. Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams. Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community. Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success. Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive. Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work. If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.