Client Operations Manager

About Perfected
With empathy at its core, Perfected serves as a bridge between individuals impacted by injury or catastrophe and the law firms that advocate for their voices. We are currently seeking a Client Operations Manager to join our Pasadena, CA office in support of the LA Fire Justice campaign. If that sounds like you, and your qualifications are a good match, we look forward to hearing from you! 

About the Role
The Client Operations Manager will provide strategic oversight and operational leadership for high-volume ground and national tort case management teams. In this role, the Manager will guide and support Supervisors, ensuring operational excellence across the full case lifecycle from intake through resolution. This position is responsible for establishing standards, optimizing workflows, driving team performance, and ensuring the consistent application of best practices across case management operations.

The Manager will also play an important role in supporting operational strategy by collaborating closely with Business Operations, Partner Services, Product, and Campaign teams to align priorities, remove obstacles, and improve outcomes across tort programs.

What You'll Do
Case Management Oversight

• Provide guidance and support to Supervisors in managing intake qualification, document retrieval, document review, plaintiff form fulfillment completion, client engagement, and ensuring accurate, timely  progression of cases.
• Act as the primary escalation point for key stakeholders and Supervisors, proactively identifying risks and driving solutions.
• Monitor volume, backlog, timelines, and operational output to ensure teams remain on track with milestones and legal requirements.
• Ensure seamless communication and alignment across all torts and keep current on status, risks, and strategy.
• Partner with leadership to prioritize assignments, resource needs, and production expectations across torts.

• Provide mentorship and guidance to Supervisors and team members, fostering professional growth, strengthening team capabilities, and exercising decision-making authority to resolve complex case management challenges and drive operational excellence.
• Ensure Case Management team is provided consistent training, quality oversight, and development. 
• Drive a solution-oriented culture by supporting the team with tools, workflows, and guidance to remove obstacles.
• Facilitate Supervisor- level status review meetings, providing a structured forum for Supervisors to report on progress, production metrics, and quality performance, while ensuring alignment with departmental goals.
• In partnership with Business Operations, develop, improve, and implement workflows, processes, and standard operating procedures to streamline operations, boost efficiency, and deliver a white glove client experience.

• Serve as a liaison between Operations, Business Operations, Partner Services, Product, and Ground Campaign to ensure alignment, execution and problem solving.
• Participate in leadership and stakeholder meetings to present operational performance, backlog trends, risks, and recommended solutions.
• Maintain strong relationships with law firm partners and internal stakeholders to support case momentum and expectations.
• Support opportunities for workflow optimization and lead implementation adoption across teams.

• Ensure Supervisors are maintaining adherence to service level expectations, standards, and white glove service expectations to clients.
• Monitor quality and compliance across torts ensuring cases are processed in alignment with legal standards and lifecycle expectations.
• Drive production performance by reviewing metrics, identifying gaps, and implementing improvements alongside Supervisors.
• Identify operational gaps, create recommended solutions, and manage the rollout of new processes or workflow improvements.

• Monitor key metrics including volume, backlog, production pacing, and case health across tort.
• Provide consistent reporting to leadership to communicate performance, risks, and operational needs.
• Support leadership with forecasting needs for caseload and resource planning.

• Bachelor’s degree in Business Operations, Legal Studies or related field experience.
• 5+ years of experience in mass tort case management, including supervisory or managerial experience.
• Hands-on knowledge of the legal lifecycle of mass torts and familiarity with legal terminology.
• Proven experience leading and developing high-performing teams, including hiring, mentoring, and managing managers or supervisors while ensuring operational efficiency, production, and adherence to timelines.
• Demonstrated ability to manage complex, client-facing projects with multiple stakeholders.
• Experience building and implementing processes, SOPs, and scalable frameworks to improve operational efficiency and client satisfaction.
• Track record of meeting or exceeding KPIs, SLAs, or other performance metrics in a client-focused environment.
• Experience attending leadership and stakeholder meetings and presenting operational insights and recommendations.
• Strong interpersonal skills capable of building and maintaining strong relationships.
• Strong analytical and problem-solving skills; able to interpret data and translate insights into actionable recommendations.
• Outstanding written and verbal communication skills.
• Exceptional organizational skills and ability to manage multiple priorities simultaneously in a fast-paced environment.
• Ability to influence and collaborate effectively with cross-functional teams without direct authority.
• Detail-oriented and process-driven, with a commitment to operational excellence and accuracy.
• Solutions-oriented, proactive, and accountable; takes ownership of challenges and drives resolution.
• Strong decision-making capabilities and comfort in escalating or making final decisions when needed.
• Strong computer skills, including Salesforce, Google Sheets, Microsoft Office.

• Frequent need for oral, written, and auditory communication.
• Prolonged periods working on a computer.
• Ability to sit for long periods of time.
• Prolonged periods working on a computer.
• Frequent repetitive hand and wrist motions.
• Ability to work in a fast paced and sometimes stressful services environment.

• Time Off: PTO (15 days to start), sick leave (10 days), paid holidays (14) and floating holidays (2 days).
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Flexible Spending & Savings: FSA and HSA options to help manage healthcare costs.
• Protection & Security: Short- and long-term disability and basic life insurance.
• Future Planning: 401(k) retirement plan with a 5% company match.
• Work-Life Support: Employee Assistance Program (EAP) through SupportLinc to provide confidential counseling and other wellbeing resources.

Salary Range:$95,000 - $110,000 per year

This position description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties as may be required. Strategic Campaign Sourcing LLC has the right to revise this position description at any time.

Strategic Campaign Sourcing LLC is an equal opportunity employer.

If you need an accommodation during the application process due to a disability, you may call us at 340-423-7199 and ask for Human Resources; however, please note that we only accept accommodation requests at this number. We do not accept applications or application status requests by phone.

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