Director Of Operations

• R23 Law is a fast-growing plaintiff-side consumer protection law firm. We represent consumers in matters involving consumer finance claims and class actions. • We are looking for a Director of Operations to help turn a profitable, growing law firm into a more disciplined, scalable, and less founder-dependent business. • This is not a passive office manager role. We need a serious operator who can own workflows, supervise support staff, improve case movement, reduce preventable mistakes, standardize client communication, and make sure the firm’s work reliably moves from “open issue” to “done.” The right person will be highly organized, calm under pressure, direct without being dramatic, and comfortable holding people accountable. • You will work closely with the owner to build the operating system of the firm: case tracking, staff accountability, intake discipline, client communication protocols, SOPs, task ownership, and weekly reporting. You do not need to be a lawyer. You do need to be someone who can bring order to a busy professional-services environment where deadlines, clients, staff, and revenue all matter. • This role is ideal for someone who likes building systems, hates preventable mistakes, communicates clearly, and wants real authority inside a growing firm. Responsibilities: Firm Operations • Own and improve the firm’s daily operating rhythm. • Build, maintain, and enforce a master matter tracker showing case stage, next action, owner, deadline, client-contact status, and risk flags. • Run weekly operations and case-status meetings. • Identify recurring breakdowns and turn them into written processes, checklists, dashboards, or training. • Make sure tasks have clear owners, deadlines, and follow-up. • Escalate true legal or strategic decisions to attorneys, while preventing routine issues from unnecessarily reaching the owner. • Coordinate across attorneys, paralegals, case managers, intake staff, and administrative staff. Staff Management and Accountability • Supervise support staff and non-attorney team members. • Clarify roles, responsibilities, and performance expectations. • Train staff on workflows, client communication standards, checklists, and firm systems. • Hold staff accountable for repeated mistakes, missed tasks, poor follow-up, or weak communication. • Help recruit, onboard, evaluate, and, where necessary, transition underperforming staff. • Create a culture where mistakes are surfaced quickly, fixed calmly, and prevented from repeating. Client Communication Systems • Develop and enforce client communication standards. • Help create scripts, templates, and escalation protocols for difficult or anxious clients. • Ensure clients receive timely, clear, and professional updates. • Reduce unnecessary client escalations to the owner. • Help the firm set expectations around litigation stress, cooperation requirements, settlement timing, fees, and case status. • Protect the legal team’s time while maintaining a high standard of client service. Case Movement and Workflow Management • Make sure cases do not stall because of missing documents, unclear ownership, weak follow-up, or staff confusion. • Coordinate with legal staff to ensure discovery, document collection, client follow-up, settlement preparation, and closing procedures move efficiently. • Create standardized workflows for intake, case opening, dispute/document collection, litigation support, settlement, disbursement, and file closing. • Track aging matters, bottlenecks, missing client documents, and cases needing attorney attention. • Help leadership decide when a client or case is becoming operationally risky. Systems, Technology, and AI • Improve use of the firm’s software, task systems, document systems, spreadsheets, and communication tools. • Help implement practical AI workflows for intake summaries, client-update drafts, document organization, task lists, case-status reporting, and SOP creation. • Build dashboards or reports that show what is happening in the firm without requiring the owner to manually investigate. • Ensure the firm’s systems are actually used by staff, not just created and ignored. Hiring, Training, and Process Improvement • Help design job scorecards, interview questions, and work tests for new hires. • Create onboarding checklists and training materials. • Build SOPs for core workflows. • Identify which team members can own work independently and which need tighter supervision. • Recommend improvements to staffing structure, workflows, and firm capacity. Qualifications: • 5+ years of operations, administration, case management, or practice-management experience in a law firm or similar professional-services environment. • 2+ years supervising staff or coordinating the work of multiple team members. • Demonstrated ability to build or improve systems, workflows, checklists, dashboards, or SOPs. • Strong written communication skills. • Strong comfort with spreadsheets, task systems, document systems, Google Workspace, and modern software tools. • Ability to track many open matters, tasks, people, and deadlines without losing control. • Ability to be direct, calm, and professional with staff and clients. • High attention to detail. • Strong judgment about when to solve a problem independently and when to escalate. • Comfort working in a fast-moving, founder-led, growing business. • Willingness to work in-person or hybrid in Los Angeles , especially during onboarding. Compensation: $94,500 - $120,000 yearly

• Firm Operations • Own and improve the firm’s daily operating rhythm. • Build, maintain, and enforce a master matter tracker showing case stage, next action, owner, deadline, client-contact status, and risk flags. • Run weekly operations and case-status meetings. • Identify recurring breakdowns and turn them into written processes, checklists, dashboards, or training. • Make sure tasks have clear owners, deadlines, and follow-up. • Escalate true legal or strategic decisions to attorneys, while preventing routine issues from unnecessarily reaching the owner. • Coordinate across attorneys, paralegals, case managers, intake staff, and administrative staff.Staff Management and Accountability • Supervise support staff and non-attorney team members. • Clarify roles, responsibilities, and performance expectations. • Train staff on workflows, client communication standards, checklists, and firm systems. • Hold staff accountable for repeated mistakes, missed tasks, poor follow-up, or weak communication. • Help recruit, onboard, evaluate, and, where necessary, transition underperforming staff. • Create a culture where mistakes are surfaced quickly, fixed calmly, and prevented from repeating.Client Communication Systems • Develop and enforce client communication standards. • Help create scripts, templates, and escalation protocols for difficult or anxious clients. • Ensure clients receive timely, clear, and professional updates. • Reduce unnecessary client escalations to the owner. • Help the firm set expectations around litigation stress, cooperation requirements, settlement timing, fees, and case status. • Protect the legal team’s time while maintaining a high standard of client service.Case Movement and Workflow Management • Make sure cases do not stall because of missing documents, unclear ownership, weak follow-up, or staff confusion. • Coordinate with legal staff to ensure discovery, document collection, client follow-up, settlement preparation, and closing procedures move efficiently. • Create standardized workflows for intake, case opening, dispute/document collection, litigation support, settlement, disbursement, and file closing. • Track aging matters, bottlenecks, missing client documents, and cases needing attorney attention. • Help leadership decide when a client or case is becoming operationally risky.Systems, Technology, and AI • Improve use of the firm’s software, task systems, document systems, spreadsheets, and communication tools. • Help implement practical AI workflows for intake summaries, client-update drafts, document organization, task lists, case-status reporting, and SOP creation. • Build dashboards or reports that show what is happening in the firm without requiring the owner to manually investigate. • Ensure the firm’s systems are actually used by staff, not just created and ignored.Hiring, Training, and Process Improvement • Help design job scorecards, interview questions, and work tests for new hires. • Create onboarding checklists and training materials. • Build SOPs for core workflows. • Identify which team members can own work independently and which need tighter supervision. • Recommend improvements to staffing structure, workflows, and firm capacity.

Compensation:
$94,500-$120,000 per year