Personal Injury Operations Manager

At Postman Law we are dedicated to creating a workplace where passionate professionals can make a real difference. Our team of experienced personal injury attorneys and case staff work together to advocate for individuals who have been wronged or injured. We guide clients through every step of their journey to ensure they receive the justice and compensation they deserve. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do. 

The Personal Injury Operations Manager will be responsible for overseeing performance and analytics, including running shared services teams that support Case staff and Attorneys through Pre-litigation and Litigation. This role will work five days per week in our Lake Mary, Florida, office. The annual base salary for this position is a base salary of $90,000 to $110,000 per year, depending on experience, plus a discretionary year-end bonus and benefits.

Responsibilities

• Oversee the day-to-day operations of shared services teams to ensure efficiency, quality, and compliance with Postman Law’s standards.
• Directly manage and mentor team leads and their representatives, focusing on performance, morale, and professional development.
• Implement and refine operational policies and procedures, ensuring consistency and optimization across the team.
• Regularly monitor and assess staff performance, utilizing data to guide coaching efforts and uphold standards.
• Serve as the point of escalation for complex issues and inquiries, ensuring timely and effective resolution.
• Conduct regular meetings with team members to discuss performance metrics, address concerns, and provide organizational updates.
• Generate detailed performance reports, analyze metrics, and present insights and actionable recommendations to upper management.
• Partner with other departments to foster consistent and seamless client experience.
• Identify and propose solutions for operational challenges, with a focus on process improvement and efficiency.
• Oversee staff schedules to ensure appropriate coverage, with a focus on meeting internal customer demand.
• Address ad-hoc improvement projects targeting key areas of opportunity across various operations.

Qualifications

• Minimum 5 years working in operations delivering and driving performance and improvements.
• Strong analytical skills, with a data-driven approach to decision-making and performance improvement.
• Proficiency in Excel and comfort with reporting software (experience with specific call center software a plus).
• Excellent communication, problem-solving, and organizational skills.
• Ability to work independently and pivot quickly to meet changing business needs.

Preferred Qualifications

• Bachelor’s degree in Business, Management, or a related field.

Keller Postman is an Equal Opportunity Employer.  For California Applicants, please find our CRPA information here.