Director OF Client Services

Director of Operations – Personal Injury (Litigation & Case Operations)

Full-time

Compensation: USD 140000 - USD 175000 - yearly

The Ward Law Group, recognized as one of the Best Places to Work for consecutive years, is where your work truly matters. We serve our community with compassion and excellence, empowering our employees to deliver real results for our clients.

We foster a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. Our culture values faith, accountability, leadership, loyalty, and service — to our clients, teammates, and community.

Join a firm where professional growth meets purpose and where every role contributes directly to life‑changing client results.

Headquartered in Miami Lakes, with offices in Manhattan and Orlando, The Ward Law Group is expanding nationally, with upcoming locations in New Jersey and Texas.

Role Overview
We are seeking a Director of Operations with a strong background in the legal industry, specifically within personal injury law firms. This role will oversee our Senior Production, Medical Management, and Reductions departments, driving performance through a data‑driven approach, improving operational efficiency, and leading teams with a strong focus on KPI‑based execution.

Key Responsibilities
Operational Leadership

Oversee daily operations across Senior Production, Medical Management, and Reductions

Lead, coach, and hold managers accountable to performance standards

Ensure alignment with firm goals, service standards, and operational expectations

Performance & KPI Management

Analyze performance metrics to identify trends, gaps, and opportunities

Drive KPI‑based performance across teams through coaching and accountability

Implement structured action plans to improve productivity and outcomes

Process Optimization

Identify workflow inefficiencies and execute data‑driven improvements

Establish real‑time visibility into performance and output

Proactively address operational issues before they impact results

Cross‑Functional Execution

Partner with leadership and department heads to align priorities

Lead initiatives that improve efficiency, customer experience, and overall performance

Execution & Results

Operate as a hands‑on leader, driving execution and solving operational challenges

Deliver measurable improvements in performance, efficiency, and results

Requirements

Law firm experience required (personal injury strongly preferred), with direct exposure to core case operations, including intake, case management, medical management, or settlements/reductions

On‑site availability required : Monday–Friday, 9:00 AM – 5:30 PM at our Miami Lakes office

7+ years of operations or performance‑driven leadership experience in a high‑volume, service‑based environment

Proven experience managing large, multi‑layered teams , including 50+ indirect reports and 5+ direct reports

Demonstrated success using KPIs and data to drive performance , productivity, and accountability across teams

Strong leadership and coaching capabilities , with a track record of improving manager and team performance

Highly analytical , with the ability to identify trends, diagnose operational gaps, and implement data‑driven solutions

Hands‑on, execution‑focused leadership style with a bias toward action and continuous improvement

Experience in high‑volume, case‑based or client service operations

Benefits

Paid Time Off: All employees who work 30 hours per week and above qualify for Paid Time Off. You will accrue a total of 4.62 hours per pay period for a total of three (3) weeks per year.

Health Benefits: All employees who work 30 hours per week and above will be eligible for benefits starting on the 1st day of the month following their start date. The firm covers a fixed amount which typically covers 40–65% of the employee premium, depending on the selected plan. The medical insurance plans include options for national coverage and free mental health services. There are also dental plans (with unlimited coverage) and vision plans to choose from at the employee’s expense.

Disability Benefits: All employees who work 30 hours per week will have Short-term and Long-term Disability benefits, paid for by the firm.

Life Insurance: For all employees who work 30 hours per week and above, the firm provides 1X earnings life insurance coverage paid for by the firm. In addition, you will receive a firm‑paid accidental death and dismemberment benefit that matches your life insurance coverage.

Supplemental insurance options include Critical Illness, Accident, Cancer, Hospital Confinement Indemnity insurance, Term Life insurance, and Whole life insurance.

Retirement: All employees who work 30 hours per week and above qualify for the 401(K) plan. After the employee completes one year of service, the firm will match 100% of the first 3% of employee contributions and 50% on the next 2%, with immediate vesting.

Your talent, skills and experience will be rewarded with a competitive compensation package.

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