AVP, Legal Operations & Network Strategy
MetLife Legal Plans, Cleveland, OH, United States
A day in the life of an AVP, Legal Operations & Network Strategy at MetLife Legal Plans:
This AVP provides executive leadership for the department responsible for overseeing the strategic management of MetLife Legal Plans’ nationwide attorney network and the business processes that support it. The role ensures operational effectiveness across panel management and claims collaboration, while driving accountability to service‑level agreements, audit standards, and enterprise objectives. As a senior subject‑matter expert the AVP guides on complex coverage matters and escalations, ensuring cohesion between internal teams, member experience, and participating law firms.
Leading the team of relationship managers and support professionals, the AVP strengthens internal processes, enhances network engagement, and delivers measurable performance outcomes. The role partners closely with Sales Support, Legal, Claims, Finance and Operations to support growth initiatives, fee strategy, coverage evolution and sponsor reporting. Success requires strong business acumen and the ability to balance legal expertise, operational scalability, financial considerations and customer experience.
Hybrid Position:
Approximately two days in the Cleveland, OH office and three days remote.
Responsibilities Attorney Network Management
Recruit, train, supervise, evaluate and re‑credential attorneys and communicate with PLFs, visiting PLF offices as needed.
Lead a team of 40 relationship managers to engage, support, educate and manage attorney relationships nationwide.
Develop communications and strategies to strengthen relationships, engage, educate and improve network NPS.
Support coverage reviews, including decisions and appeals.
Manage the annual review of network attorney fees to determine adjustments to fee schedules and negotiate fees.
Maintain and update the Participating Law Firm manual regularly.
Support and manage virtual panel engagement offerings for members.
Lead associates who schedule appointments with attorneys.
Sales Support
Support Sales in completing RFP responses, plan comparisons and competitor comparisons.
Participate in finalist meetings and customer‑facing sales calls and presentations as requested.
Partner with Sales and Legal to create new coverages or update definitions and align changes across the organization.
Partner with Finance and Legal to establish network and out‑of‑network attorney fees for new coverage offerings.
Approve special fee requests at firm level during recruitment to the network.
Compliance / Audit Management
Recruit, evaluate and re‑credential attorneys including malpractice checks.
Review and approve all attorney applications.
Manage the audit system, assist accounting with audit standards and cases, and administer training on audit issues.
Handle member complaints relating to coverage, claims processing and network attorneys.
Respond to litigation arising from management responsibilities and support company litigation research.
Oversee audit activity related to panel and claims departments.
Obtain and maintain adjustor licenses as required.
Team Management
Coach, train, supervise and develop direct reports.
Manage staffing levels, paid time off, performance reviews and compensation.
Support budget planning and keep staffing models current.
Participate in user acceptance testing for changes in process or technology.
Deliver training for new team members.
Serve as a resource and trainer for other departments on coverage and attorney network issues.
Manage the client inquiry system, reviewing resolutions of difficult inquiries and categorizing inquiries.
Support strategic planning to deliver on the organization’s objectives and key results.
Drive Service Level Agreement and NPS goals.
Manage SLA report requests for sponsors.
Assist Legal, Panel, and Claims with other items as required.
Minimum Qualifications
Bachelor’s degree from an accredited university.
J.D. from an accredited law school.
Licensed in good standing in the State of Ohio or ability to sit for the Ohio bar.
Minimum eight years of experience as a practicing attorney.
Strong leadership and partner‑management skills at all levels.
Strong time‑management and prioritization abilities.
Ability to motivate and support team goals.
Support team and individual objectives.
Detail‑oriented and well organized with a high‑volume workload.
Self‑motivated with initiative.
Excellent verbal and written communication.
Analytical and client‑service issue management.
Handle confidential situations and documents.
Preferred Knowledge, Skills, and Abilities
All‑court litigation experience.
Strong business acumen.
Prior team‑management experience.
Prior client relationship management experience.
Knowledge of the industry, business and product.
Strong interpersonal skills.
Strong mediation and conflict‑resolution skills.
Coaching, mentoring and training abilities.
Creative problem‑solving skills.
Director of Panel Operations Competencies
Customer/client‑focused.
Detail‑oriented.
Excellent communication proficiency.
Business acumen.
Can thrive in both team and independent work environments.
Strong problem‑solving/analytical skills.
Demonstrated leadership.
Meet deadlines and deliver results.
Travel Up to 10% travel may be required for this position.
Note This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job‑related instructions and may perform additional duties as requested by authorized personnel. All duties and responsibilities are subject to modification to accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to health or safety. The requirements listed are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at‑will” relationship.
MetLife Legal Plans is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, national origin, religion, creed, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by applicable law.
If you need an accommodation due to a disability, please email us at mlprecruiting@legalplans.com. This information will be kept in confidence and used only to determine an appropriate accommodation for the application process.
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This AVP provides executive leadership for the department responsible for overseeing the strategic management of MetLife Legal Plans’ nationwide attorney network and the business processes that support it. The role ensures operational effectiveness across panel management and claims collaboration, while driving accountability to service‑level agreements, audit standards, and enterprise objectives. As a senior subject‑matter expert the AVP guides on complex coverage matters and escalations, ensuring cohesion between internal teams, member experience, and participating law firms.
Leading the team of relationship managers and support professionals, the AVP strengthens internal processes, enhances network engagement, and delivers measurable performance outcomes. The role partners closely with Sales Support, Legal, Claims, Finance and Operations to support growth initiatives, fee strategy, coverage evolution and sponsor reporting. Success requires strong business acumen and the ability to balance legal expertise, operational scalability, financial considerations and customer experience.
Hybrid Position:
Approximately two days in the Cleveland, OH office and three days remote.
Responsibilities Attorney Network Management
Recruit, train, supervise, evaluate and re‑credential attorneys and communicate with PLFs, visiting PLF offices as needed.
Lead a team of 40 relationship managers to engage, support, educate and manage attorney relationships nationwide.
Develop communications and strategies to strengthen relationships, engage, educate and improve network NPS.
Support coverage reviews, including decisions and appeals.
Manage the annual review of network attorney fees to determine adjustments to fee schedules and negotiate fees.
Maintain and update the Participating Law Firm manual regularly.
Support and manage virtual panel engagement offerings for members.
Lead associates who schedule appointments with attorneys.
Sales Support
Support Sales in completing RFP responses, plan comparisons and competitor comparisons.
Participate in finalist meetings and customer‑facing sales calls and presentations as requested.
Partner with Sales and Legal to create new coverages or update definitions and align changes across the organization.
Partner with Finance and Legal to establish network and out‑of‑network attorney fees for new coverage offerings.
Approve special fee requests at firm level during recruitment to the network.
Compliance / Audit Management
Recruit, evaluate and re‑credential attorneys including malpractice checks.
Review and approve all attorney applications.
Manage the audit system, assist accounting with audit standards and cases, and administer training on audit issues.
Handle member complaints relating to coverage, claims processing and network attorneys.
Respond to litigation arising from management responsibilities and support company litigation research.
Oversee audit activity related to panel and claims departments.
Obtain and maintain adjustor licenses as required.
Team Management
Coach, train, supervise and develop direct reports.
Manage staffing levels, paid time off, performance reviews and compensation.
Support budget planning and keep staffing models current.
Participate in user acceptance testing for changes in process or technology.
Deliver training for new team members.
Serve as a resource and trainer for other departments on coverage and attorney network issues.
Manage the client inquiry system, reviewing resolutions of difficult inquiries and categorizing inquiries.
Support strategic planning to deliver on the organization’s objectives and key results.
Drive Service Level Agreement and NPS goals.
Manage SLA report requests for sponsors.
Assist Legal, Panel, and Claims with other items as required.
Minimum Qualifications
Bachelor’s degree from an accredited university.
J.D. from an accredited law school.
Licensed in good standing in the State of Ohio or ability to sit for the Ohio bar.
Minimum eight years of experience as a practicing attorney.
Strong leadership and partner‑management skills at all levels.
Strong time‑management and prioritization abilities.
Ability to motivate and support team goals.
Support team and individual objectives.
Detail‑oriented and well organized with a high‑volume workload.
Self‑motivated with initiative.
Excellent verbal and written communication.
Analytical and client‑service issue management.
Handle confidential situations and documents.
Preferred Knowledge, Skills, and Abilities
All‑court litigation experience.
Strong business acumen.
Prior team‑management experience.
Prior client relationship management experience.
Knowledge of the industry, business and product.
Strong interpersonal skills.
Strong mediation and conflict‑resolution skills.
Coaching, mentoring and training abilities.
Creative problem‑solving skills.
Director of Panel Operations Competencies
Customer/client‑focused.
Detail‑oriented.
Excellent communication proficiency.
Business acumen.
Can thrive in both team and independent work environments.
Strong problem‑solving/analytical skills.
Demonstrated leadership.
Meet deadlines and deliver results.
Travel Up to 10% travel may be required for this position.
Note This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job‑related instructions and may perform additional duties as requested by authorized personnel. All duties and responsibilities are subject to modification to accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to health or safety. The requirements listed are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at‑will” relationship.
MetLife Legal Plans is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, national origin, religion, creed, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by applicable law.
If you need an accommodation due to a disability, please email us at mlprecruiting@legalplans.com. This information will be kept in confidence and used only to determine an appropriate accommodation for the application process.
#J-18808-Ljbffr