Head of Single Event Operations

Full-time

Position: Head of Single Event Operations - Remote
Reports To: Chief Solutions Officer (who reports to the Chief Executive Officer)
Location: Remote within the United States
Travel: As needed to company operations centers
Compensation: Competitive base salary, performance bonus, equity participation, and benefits.
Chamberlain Advisors is conducting an executive search for Certum Legal Solutions (CLS), a technology-forward legal services platform building a national, vertically integrated personal injury enterprise that brings insurance, litigation funding, and legal-service solutions together under one platform. Reporting to the Chief Solutions Officer, who reports directly to the Chief Executive Officer, and serving as a peer to the Head of Mass Tort Operations, the Head of Single Event Operations will build and run a standalone, fee-for-service single-event operations line: a dedicated business unit that delivers personal injury case operations on a per-case basis for personal injury law firm clients. The Head of Single Event Operations owns the case lifecycle from the intake handoff through investigation, case workup, demand, negotiation, litigation support, settlement, and disbursement, and will stand up and lead a team of managers across pre-litigation, litigation, and settlement solutions, each supported by its own specialist teams. The seat carries a true head-of-operations mandate: a business-facing quarterback with direct C-suite visibility, accountable for designing the operating model, building and staffing the team, and scaling the operation as case volume grows. This is a build role, not a firm-integration role; it does not manage the platform's acquired law firms, which continue to operate as separate business units.
Core Profile: alignment with the following is required to get you in the conversation
End-to-End Lifecycle Ownership & Executive Partnership: You will own the single-event case lifecycle end to end, from the intake handoff through investigation, case workup, medical records and treatment management, lien resolution, demand, negotiation, litigation support, settlement, and disbursement, for single-incident matters such as auto, trucking, premises, nursing-home, and catastrophic injury. Scope begins once a case clears intake quality control and is handed to operations, and runs through settlement and disbursement; trial advocacy remains with the litigation function you support rather than lead. Partnering with the Chief Marketing & Intake Officer on a clean intake handoff, you will run the operation by the numbers, time-to-demand, demand-package quality, case velocity, and per-case profitability, and you will define the operating model rather than inherit one.
Hands-On Single-Event PI Operator: The seat demands a genuine single-event personal-injury operator with lived, hands-on command of PI case operations at scale, because no one internal yet knows how the vast majority of single-event cases flow and there is no runway to teach it. You will build the single-event operation from the ground up, comfortable building the plane while flying it and shipping an eighty-percent-good answer now rather than a perfect one in six months. You will perform under real pressure in a high-volume, fast-cycle environment and get into the weeds without ever deciding that work is beneath you.
Case Management Systems, Technology & AI Ownership: Deep, hands-on command of at least one major personal-injury case-management system is essential, along with the judgment to architect workflows on it rather than merely use the one a prior firm bought. You will be genuinely technology-forward and AI-native: the platform runs on a centralized, Salesforce-based stack, and while direct Salesforce experience is a plus, the requirement is the ability to master and build on a modern system quickly and to operate as a power user of its reporting layer, building your own dashboards and living in exception reporting to see what was done and, just as important, what was not. You will co-own the AI and automation rollout with the COO/CTO, covering workflow agents along with medical-records and document-generation agents, and articulate which steps are agent-owned and which keep a human in the loop for attorney judgment and settlement strategy.
Process Engineering & Operating-Model Design: Continuous improvement anchors the role. You will run the operation as a continuous-improvement operator, mapping every workflow as a decision tree, asking why each step exists, and replacing person-dependent tasks with standardized, system-driven ones. Because pods are how this operation scales, you will design, stand up, staff, and replicate the pod model, defining case-manager-to-attorney ratios, pod composition, service-level agreements, and throughput, and defending that case-load math and its per-case unit economics to leadership and the board. You will phase the build in the intended sequence, pre-litigation first, then litigation support and settlement in parallel, and make build-versus-buy calls, such as outsourcing medical-records retrieval, on documented cost and ROI business cases.
People Leadership & Mission-Aligned Cultural Fit: Cultural fit is non-negotiable. You will share the platform's mission and operate within its ego-checked, accountability-first culture: humility with confidence, problems surfaced early, and respect for everyone from early-career case managers to founder-attorneys. You will lead a team of managers across pre-litigation, litigation, and settlement solutions, and the larger frontline-to-attorney workforce beneath them, with the steadiness and gravitas to serve as the single point of accountability for the operation, calm and decisive under pressure even when charting a path no one has run before. Operators who melt under pressure, who lead with politics or brute force, who hoard execution rather than delegate, or who cannot read the room across a young, multi-level workforce will not succeed in this role.
Core Responsibilities & Scope of Work:
Single-Event Case Lifecycle Operations
Own the Lifecycle: Own the case lifecycle from the intake handoff, once a case clears intake quality control, through case workup (investigation, medical records, treatment management and liaison, and lien resolution), demand, negotiation, litigation support, settlement, and disbursement, accountable for time-to-demand, demand-package quality, case velocity, and per-case profitability.
Compress the Bottlenecks: Identify and resolve the stages where single-event throughput breaks, typically medical records and treatment management, compressing them without degrading quality or the claimant experience.
Vertical Fluency: Account for the per-case unit economics and workflow differences across auto and trucking, premises, nursing-home and long-term-care, and catastrophic matters, applying bespoke handling where each requires it.
Define Intake Requirements: Specify the data points operations needs captured at intake, the items required every time without fail, and partner with the intake function on how the stack captures them.
Case Management Systems & Workflow Architecture
Build on a Modern Stack: Build the single-event process on the platform's centralized, Salesforce-based stack, designing intake-to-disbursement flows as clear decision trees; direct Salesforce experience is a plus, but the essential requirement is the ability to architect and build on a modern case-management system rather than use the one a prior firm happened to buy.
Production at Scale: Bring deep, hands-on experience with at least one major personal-injury case-management system and a record of putting one into production and driving its adoption across multiple offices or locations.
Exception Reporting: Operate as a power user of the reporting layer, building your own dashboards and living in exception reporting to surface what is not getting done and whether a slip is a process problem or a people problem.
Eliminate Workarounds: Ensure technology investments map directly to operational logic and eliminate manual workarounds through automation.
Pod Model & Unit Economics
Design & Stand Up Pods: Design pod composition and case-manager-to-attorney ratios, for example one attorney with two to three case managers and an intake liaison managing several hundred cases per pod, then stand up, staff, and replicate pods as the primary mechanism for scaling capacity.
Throughput & SLAs: Define and hold service-level agreements and throughput targets, increasing or throttling volume on demand as the operation scales toward thousands of active matters and a hundred or more operations staff.
Case-Load Math: Articulate how case velocity, time-to-demand, and per-case profitability connect mathematically, and defend that staffing framework clearly and quickly to leadership and the board.
Fast-Cycle Tuning: Tune the engine for the nine-to-twelve-month single-event cycle, protecting quality and the client experience as throughput rises.
Process Engineering & Phased Build
Continuous Improvement: Apply a Lean, Six-Sigma, or equivalent discipline by mapping workflows, questioning why each step exists, and replacing the step that survives only because that is how it has always been done with standardized, repeatable, system-driven work.
Phased Build: Stand the operation up in phases, building pre-litigation first, then litigation support and settlement in parallel, so each capability is proven before the next is layered on.
Build-versus-Buy: Make build-versus-buy calls, such as outsourcing medical-records retrieval or lead resolution, on documented cost and ROI business cases that weigh dollars against the capacity freed for higher-value work, and sell them to stakeholders.
Scale the Operation: Extend reporting, KPIs, and operating standards as case volume and pod count grow, building the management layer and instrumentation needed to run a multi-team, multi-location operation.
Leadership, Technology & Culture
Build & Lead the Team: Recruit and lead a team of managers across pre-litigation, litigation, and settlement solutions, each with its own specialist team, set clear ownership and decision rights, and delegate execution to experienced leaders rather than hoarding it.
Lead Up and Down the Stack: Communicate in real time across leadership and the floor, adapting style to a workforce often early in its career and wary of automation, from case managers and intake liaisons to supervising attorneys.
Co-Own the AI Rollout: Partner with the COO/CTO to co-own the AI and automation rollout, defining which steps are automated and which keep a human in the loop for attorney judgment and settlement strategy.
Quarterback the Operation: Diagnose problems, pull the right people in, remove roadblocks, and escalate effectively up the chain, keeping a multi-stakeholder, multi-location operation moving.
Qualifications:
Bachelor's degree required; an advanced degree or legal-operations credential is a plus but not required. Remote within the United States with travel as needed to operations centers.
Typically 8 or more years of personal-injury case-operations leadership, with demonstrated increases in scope; experience running a high-volume pre-litigation or case-operations function strongly preferred.
Single-event personal-injury operating experience is required, spanning matters such as auto, trucking, premises, nursing-home, and catastrophic injury, with lived, hands-on command of how the large majority of single-event cases flow from intake handoff through workup, demand, negotiation, litigation support, settlement, and disbursement.
Genuinely technology-forward and AI-native, with the ability to master and build on a modern, centralized case-management stack quickly.
Deep, hands-on experience with at least one major personal-injury case-management system such as Litify, Filevine, SmartAdvocate, Needles, Trialworks, or CASEpeer; Salesforce experience a plus.
Demonstrated record of putting a case-management system into production at scale and driving adoption across multiple offices or locations.
Continuous-improvement discipline such as Lean or Six-Sigma, with a track record of mapping workflows, eliminating bottlenecks, and standardizing person-dependent work.
Experience designing, standing up, and defending a pod model and its case-load economics, including ratios, service-level agreements, throughput, and per-case profitability, at a scale of thousands of active matters and a hundred or more staff.
Hands-on experience with AI and automation in production, including workflow, medical-records, or document-generation agents, with the judgment to keep a human in the loop where required; recent, applied AI experience is valued over long tenure without it.
Demonstrated ability to lead a large frontline-to-attorney workforce, adapting management style across experience levels.
Change-management maturity to stand up a new operation and drive adoption of standardized workflows without breaking the people who run them.
Build-versus-buy and outsourcing judgment, including the ability to construct and sell a documented business case.
Experience managing remote teams or multiple offices and locations strongly preferred.
Composure, steadiness, and executive gravitas to serve as the single point of accountability under pressure in a high-volume, fast-cycle environment.
About Our Client
Certum Legal Solutions is building a first-of-its-kind, technology-forward legal services platform that brings insurance, litigation funding, and legal-service solutions together under a single roof, a holistic capability no competitor offers. Through its affiliated trial firm, the platform acquires leading plaintiff law firms and empowers their founders with capital, technology, and operational scale, helping injured and wronged people across the country secure the compensation they deserve. Unlike consolidators that simply stitch together earnings, Certum is built by trial lawyers, for trial lawyers, with technology and operational excellence at its core.
Backed by experienced principals and operating in a highly fragmented, multi-billion-dollar industry, the platform is in an early and consequential chapter of its growth, with acquisitions actively underway. The Head of Single Event Operations is a foundational hire, responsible for building the single-event case operation from the ground up and scaling it as the platform grows. For the right operator, the role offers the opportunity to build an industrial-scale, technology-enabled operation, to shape how the platform delivers for the injured and wronged people it serves, and to grow with a business whose most capable leaders are positioned for expanded scope over time.
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Vacancy posted a month ago

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