Chief Operating Officer

About the RoleWe’re seeking a high-performing COO with deep operational experience inside a personal injury law firm. You will act as the second-in-command to the CEO and run the daily operations of a multi-department law firm with 200+ staff, 19 departments, and aggressive growth goals. This is not a learning position — it’s for someone who has already operated in the trenches of PI and knows how to make every part of the engine run efficiently.Key ResponsibilitiesDepartmental Oversight:Direct, lead, and optimize daily operations across Intake, Case Management, Pre-Lit, Lit, Medical Records, Negotiations, Investigations, and Client Experience.Ensure KPI tracking, data visibility, and accountability in each department.Process & Systems Leadership:Lead firm-wide process mapping, SOP creation, and cross-functional system alignment (e.g., Lead Docket, Filevine, RingCentral, CallRail, G Suite).Optimize workflow automation and collaboration between Intake, CM, and Medical teams.People Management & Performance:Hire, onboard, and coach department leads and hold them to performance-based metrics.Establish structured onboarding, cross-training, and succession planning systems.Medical & Vendor Negotiation:Lead medical provider negotiations, lien reductions, and ensure client medical management is cost-effective and streamlined.Manage investigation resources, vendor contracts, and vendor KPI evaluation.Operational Reporting & Decision Support:Build dashboards in Looker Studio, track progress against KPIs, and support CEO in decision-making.Present weekly scorecards across departments and identify areas of underperformance.What Success Looks Like90%+ of department KPIs hit consistentlyIncreased case velocity without reducing settlement valueMedical spend per case reduced by [X]% through better negotiationInvestigations completed in < 3 days per caseHigh team engagement, low turnover, clear org chart with successors in placeCEO involvement in ops reduced by 75%Required Skills & Experience 7+ years as COO or Director of Operations in a personal injury law firmDeep knowledge of intakes, CM, litigation, medical records, investigationsExperience with KPIs, process mapping, automation toolsPrior ownership of law firm P&L, budgeting, and staffing plansSkilled in medical negotiations, lien reductions, and cost controlHigh emotional intelligence with zero micromanagement neededStrong technical understanding of law firm tech stacks (Filevine, Lead Docket, G Suite, RingCentral, etc.)Preferred Tools & PlatformsFilevine, Lead Docket, RingCentral, CallRailGoogle Workspace, Asana, Zapier, Looker StudioBambooHR, TestGorilla, TalentLMSSoft Skills & Personality FitStrategic operator with a bias for actionCan teach others, not just do the workCalm under pressure, direct communicatorHolds teams accountable while building moraleOperates with CEO-mindset and owner mentality