Personal Injury Director of Operations

Company Description

Join an Award-Winning Personal Injury Law Firm

At The Ward Law Group, our mission is simple:

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 results for our clients while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to improve processes, develop professionally, and contribute to meaningful outcomes. Every role plays an important part in helping our clients through some of the most difficult times in their lives while supporting the continued growth of our firm.

Our Core Values

Faith – We act with integrity, honesty, and purpose in everything we do.

Accountability – We take ownership of our commitments, actions, and results.

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 – We are committed to delivering exceptional experiences and changing lives, one client at a time.

Headquartered in Miami Lakes, Florida, with offices in New York and Orlando, The Ward Law Group continues to expand nationally, with future growth planned in additional markets across the United States.

Job Description

Position Overview

The Director of Operations is a senior operational leader responsible for driving performance, operational excellence, and continuous improvement across the firm's Senior Case Management (Production), Medical Management, and Reductions Departments.

This leader will oversee multiple department managers and large cross-functional teams while ensuring operational consistency, accountability, and achievement of key business objectives.

The ideal candidate has extensive leadership experience within a Plaintiff Personal Injury law firm, possesses a strong operational mindset, and has a proven history of improving productivity through KPI management, process optimization, and people development.

This is a 100% onsite leadership role based in Miami Lakes, Florida.

What You'll Do

Operational Leadership

• Lead the daily operations of the Senior Case Management, Medical Management, and Reductions departments.
• Develop, coach, and mentor department managers and supervisors.
• Build a culture of accountability, urgency, collaboration, and continuous improvement.
• Ensure operational consistency across departments.

Performance Management

• Establish, monitor, and improve departmental KPIs.
• Analyze operational dashboards to identify trends and performance gaps.
• Hold managers accountable for productivity, quality, turnaround times, and client satisfaction.
• Develop corrective action plans to improve performance.

Process Improvement

• Identify workflow inefficiencies and operational bottlenecks.
• Implement scalable operational improvements.
• Standardize processes and reinforce compliance with SOPs.
• Partner with leadership on automation and technology initiatives.

Financial & Operational Results

• Improve operational efficiency while maintaining service quality.
• Drive reductions in backlog and case aging.
• Improve turnaround times across departments.
• Support budgeting, workforce planning, and resource allocation.
• Utilize operational data to support executive decision-making.

Leadership & Collaboration

• Partner with Executive Leadership on strategic initiatives.
• Collaborate with department leaders to improve client experience.
• Develop future leaders through coaching and succession planning.
• Foster collaboration across Intake, Case Management, Medical Management, Reductions, Litigation, and Operations.

Performance Expectations

Success in this role will be measured by the ability to:

• Improve departmental productivity and operational efficiency.
• Consistently achieve or exceed established KPIs.
• Reduce case aging and departmental backlog.
• Improve turnaround times across operational departments.
• Increase manager accountability and employee engagement.
• Improve quality assurance scores.
• Improve client satisfaction metrics.
• Develop and retain high-performing leaders.
• Deliver measurable operational improvements through process optimization.
• Build scalable systems to support continued firm growth.

Qualifications

Required Qualifications

• Minimum 7 years of operations leadership experience i