Plaintiff Personal Injury Director of Operations (Miami, Lakes Florida)

## Company Description 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. ## Job Description **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 ## Qualifications **REQUIRED:** - **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** ## Additional Information - **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…