Operations Director | Personal Injury

Join an Award-Winning Personal Injury Law Firm

At The Ward Law Group, our mission is simple:

Changing Lives. One Client at a Time

Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.

Our Core Values

Faith  – We act with integrity, honesty, and purpose in everything we do.

Accountability  – We take ownership of our work, our commitments, and the results we deliver.

Leadership  – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.

Loyalty  – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.

Service to Our Clients  – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.

Service to Our Teammates  – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.

Service to Our Community  – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.

If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.

Job Description

The Ward Law Group is hiring a Business Operations Director to lead the departments that determine how much of every settlement actually reaches our clients. Reductions is the core of this role: you set negotiation strategy on medical liens, subrogation claims, and provider balances, and you own the results. You also oversee intake, ensuring the pipeline that feeds the firm is fast, consistent, and producing quality cases.

This is a senior leadership position. You will manage supervisors and team leads across multiple locations, report directly to firm leadership, and be accountable for department-level performance metrics rather than individual case outcomes alone.

Key Responsibilities

Reductions & Lien Resolution — primary function

• Own the firm's lien resolution and balance reduction strategy, including negotiation approach, authority thresholds, and escalation protocols
• Direct negotiation of hospital liens, health plan subrogation claims, ERISA reimbursement demands, Medicare and Medicaid recovery claims, letters of protection, and outstanding provider balances
• Personally handle the most complex, high-exposure, and high-value reduction matters
• Build documented negotiation playbooks so results are repeatable and not dependent on individual negotiators
• Own and report reductions metrics: average reduction percentage, net-to-client outcomes, cycle time, and aged lien inventory
• Ensure compliance with applicable federal and state lien statutes, plan reimbursement obligations, and reporting requirements
• Manage relationships with recovery vendors, third-party lien resolution firms, and recurring provider and carrier contacts
• Partner with attorneys and pre-litigation leadership so lien exposure informs case valuation and settlement authority

Intake Operations — secondary function

• Oversee intake operations across all locations, including lead response time, screening standards, and conversion performance
• Own intake KPIs: speed to first contact, sign-up rate, and case quality at retention
• Ensure intake criteria are applied consistently and that declined or referred matters are documented appropriately
• Own client escalation handling and retention outcomes

Departmental Leadership

• Hire, train, and manage performance for a department of 50 or more staff, including supervisors and team leads across multiple locations
• Design and maintain workflows, performance standards, and scalable processes that support growth
• Configure and refine case management system workflows supporting both functions
• Report department performance, trends, and forecasts directly to firm leadership
• Identify and implement process and technology improvements that increase throughput and net client recovery

Qualifications

Required

Qualifications

• 10 or more years of operations leadership experience within a personal injury law firm
• Experience hiring, training, and managing a department of 50 or more employees, including direct management of supervisors or team leads across multiple locations
• Demonstrated working knowledge of ERISA plan reimbursement, Medicare Secondary Payer obligations, Medicaid recovery, hospital lien statutes, and health plan subrogation
• Proven track record of negotiating measurable reductions on medical liens and provider balances
• Ability to read and interpret medical billing, itemized statements, and explanations of benefits
• Demonstrated ownership of departmental KPIs, with measurable improvements in sign-up rate, retention, client satisfaction, or productivity
• Experience designing workflows, performance standards, and scalable operating processes
• Experience reporting departmental performance directly to firm ownership or executive leadership
• Fluency in English and Spanish, written and spoken. This position requires conducting client escalation calls, supervising Spanish-language intake staff, and reviewing Spanish-language client communications, and a substantial portion of the firm's client base is Spanish-speaking.
• Proficiency with legal case management software and Microsoft Office or Google Workspace
• Excellent written and verbal communication skills

Preferred

Qualifications

• Experience with Litify, Salesforce, or a comparable enterprise case management platform
• Familiarity with New York lien practice and no-fault regulations
• Prior experience on the carrier, health plan, or hospital revenue cycle side
• Bachelor's degree in business, healthcare administration, or a related field, or a paralegal certificate

Work Location

• This is a full-time, on-site position located at 535 5th Ave New York. NY 10017
• Candidates must be able to work in the office five (5) days per week, Monday through Friday .

Remote, hybrid, or flexible work arrangements are not available for this role.

Disclaimer

This position performs settlement and negotiation-related activities under attorney supervision and does not provide legal advice or perform duties requiring a licensed attorney.

Additional Information

Compensation & Benefits

• Competitive salary commensurate with experience
• Professional development and continuing education support
• Collaborative, growth-oriented team environment
• Medical, dental & vision
• Hospital plans
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
• Company paid short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Employee Assistance Program
• Tuition Assistance
• Paid time off and paid holidays

Join Our Team

At The Ward Law Group, every role contributes to changing lives. If you're looking for an opportunity where your skills, attention to detail, and dedication to client service can make a meaningful impact, we'd love to hear from you.

The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.

The Ward Law Group is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, national origin, citizenship status, sex, gender identity or expression, sexual orientation, pregnancy, age, disability, predisposing genetic characteristics, marital or partnership status, familial status, military or veteran status, domestic violence victim status, arrest or conviction record, or any other characteristic protected by federal, state, or local law, including the New York State Human Rights Law and the New York City Human Rights Law.