Operations Manager, AI-Enablement

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 3,000 employees are all united by one mission: For the People.

Summary

At Morgan & Morgan, we’re constantly challenging people’s idea of what an injury law firm can be, and technology plays a major role in how we serve our clients. We are in a unique position as the largest injury firm in the world to continuously deliver a delightful and consistent experience for people facing the greatest challenge of their lives.

We’re looking for an Operations Manager to join our Business Transformation & Product organization. Our operations teams are starting to move to an "AI-First" way of working, beginning with Pre-Suit and expanding to more practice areas and offices. The day starts in our in-house AI platform for case work, and AI takes on more of the routine work so our teams can spend their time where it matters most for clients. This is not a product management role. It combines the on-the-ground performance management and enablement our operations leaders provide with a direct line into the team building our AI platform. You will own the operations side of that change. That means keeping AI-enabled teams productive, measuring whether the new model is working, and making sure every issue and piece of feedback from staff is heard, tracked and resolved. You’ll start with our first AI-First teams in Los Angeles and New York, then expand to new teams as the program grows, partnering closely with operations leadership, L&D and the product and engineering team behind our AI platform. This is an in-office position 4 days a week in our Los Angeles office, with regular travel to New York and other offices. Relocation assistance is not available.

RESPONSIBILITIES

As Operations Manager, you will own operations for AI-First teams from the day they go live. You won’t manage these teams directly. You’ll lead through their team leads and managers, and on any given day you’ll know how each team is doing, what is getting in their way, and what is being done about it. Responsibilities include, but are not limited to:

• Daily Operations: Run the daily operating rhythm for AI-First teams, starting in Los Angeles and New York, including morning check-ins, floor support, and in-person help during launches and new releases. Be the first call when something isn’t working.
• Indirect Staff Leadership: Partner with team leads, operations managers and attorneys to set clear expectations for how work gets done in the AI-First model. Coach staff on new workflows, onboard new hires (including shadowing staff already working AI-First), spot people who are struggling or slipping back into old habits, and work through line managers to close gaps in adoption and performance.
• KPIs & Performance Management: Set baselines for each team before it moves, define how output per person is counted, and choose comparison teams with operations leadership. Own the AI-First scorecard: team and individual KPIs, output per person, quality, and AI tool usage. Monitor performance in real time through dashboards, run a weekly performance review, and explain what moved and why.
• Quality & Case Audits: Audit a sample of AI-assisted case work each week, such as demands, client communications and task completion, to confirm quality holds as workflows change. Work with team leads on corrective actions, and set up additional audit processes where the numbers point to risk.
• Feedback & Issue Management: Own intake, triage and tracking for every issue, bug and request that comes from staff. Set severity levels and response targets, turn reports from the floor into clear, reproducible Jira tickets, route them to the right PM or engineer, and follow up with staff when fixes ship.
• Roadblock Removal: When staff are blocked by something outside the AI platform, such as case management system permissions, access, training gaps or IT problems, track it until it is resolved with the CRM team, IT, HR or L&D. Nothing gets dropped between departments.
• Workflow & Process Change: Maintain the coverage map that shows where each daily task happens: in the AI platform, through a link into our case management system, or in another tool such as Outlook or Dialpad. Document process changes, find case management tasks staff can stop doing, and partner with L&D / AI Enablement to keep the AI-First Playbook, SOPs and training up to date.
• Release Readiness & Testing: Coordinate testing of new AI capabilities with staff in every affected role, on real matters, before each one goes live. Keep the operations release calendar, and turn each release into plain-language guidance for staff and managers.
• Capacity & Caseload: Work with operations leadership and Intake/Assignment to manage caseload as teams ramp up. Watch for quality slipping, backlogs building and burnout, and recommend when to speed up, hold or pull back.
• Field Input to the Roadmap: Give the product and engineering team structured, data-backed input on where staff lose time, which case management workflows should move into the AI platform next based on volume and pain, and whether what shipped changed the work.
• Scale Playbook: Turn what we learn into a repeatable rollout playbook (readiness checklist, training plan, support model and success metrics) so the next teams, practice areas and offices can move to AI-First faster.

QUALIFICATIONS

• 5+ years of operations experience in a high-volume, metrics-driven service environment, such as a plaintiff law firm, insurance claims, healthcare operations or a contact center/BPO. At least 2 of those years leading frontline teams, directly or through team leads.
• A track record of rolling out a new system, workflow or operating model to frontline staff and making it stick. You can point to the numbers before and after.
• Strong KPI skills: you have set goals, built baselines and run regular performance reviews. Advanced Excel or Google Sheets. Comfortable working in BI dashboards and partnering with data analysts to get what you need.
• Experience running an issue or feedback process from start to finish, ideally in Jira or a similar tool: triage, prioritization, follow-up and closing the loop with users.
• Working knowledge of change management principles and performance evaluation processes.
• Proven ability to lead without direct authority. You get results through team leads, managers, attorneys and cross-functional partners, and you earn credibility with frontline staff and leadership alike.
• A people-first approach to problem solving that is rooted in data. You know when to lead and when to support.
• Active use of AI as a force multiplier in your own work, and real curiosity about how AI changes frontline jobs.
• Excellent written and verbal communication. You can turn a frustrated staff member’s complaint into a clear ticket, and a technical release into a two-line update a case manager will read.
• Calm, organized and present under pressure. You close loops, track commitments and notice when things are drifting before others do.
• Executional orientation. You know a plan only matters if it gets carried out, and you measure success by what changed on the floor, not by the documentation you produced.
• Willingness to travel regularly (starting with New York) and to flex your hours across time zones during launches.
• Bachelor’s degree in business or a related field, or equivalent work experience.

NICE TO HAVE

• Personal injury operations experience, pre-suit or litigation (as a case manager, paralegal, case manager lead, enablement manager or operations manager), and familiarity with the case lifecycle from intake through settlement or trial.
• Experience working in a CRM or case management system.
• Experience supporting an AI or automation pilot, or a formal background in change management or process improvement (e.g., Prosci, Lean, Six Sigma).
• Experience with BI or product analytics tools.
• Experience in the legal industry or in a high-growth, PE-backed or technology-forward organization.

Salary Range: $130,000 – $160,000 USD + Bonus Potential

Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff.  For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan,  paid time off and paid holidays.

Equal Opportunity Statement

Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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