Operations & Quality Control Manager (Personal Injury)

About Us We are a fast-growing personal injury intake and client acquisition company that partners with law firms and medical providers throughout Florida. Our mission is simple: deliver an exceptional client experience while ensuring every qualified lead becomes a successful case. We are building systems, improving processes, and looking for someone who thrives on organization, accountability, and attention to detail. If you're the type of person who notices problems before anyone else, loves spreadsheets, enjoys creating order from chaos, and takes ownership of operations, we'd love to meet you. About the Role We're looking for a highly organized Operations & Quality Control Manager to oversee our daily operations and ensure every client moves smoothly through our pipeline. This is not a sales role. Your job is to make sure our team executes correctly, clients never fall through the cracks, and every stage of our process is completed accurately and on time. You'll work closely with callers, signers, client success, and management to identify bottlenecks, improve workflows, and keep our operation running efficiently. Responsibilities Operations Management Oversee the daily client pipeline Track every client from initial lead through signed representation Ensure each department completes their responsibilities Follow up internally when tasks are overdue Identify bottlenecks before they become problems Keep operations organized and efficient Quality Control Audit client files daily Verify information entered into our tracking systems Ensure no clients are forgotten or left without follow-up Catch missing information before it causes delays Review team performance for accuracy and consistency Report recurring mistakes and recommend improvements Spreadsheet & Data Management Maintain and update Google Sheets Build and improve tracking systems Keep dashboards accurate and current Monitor KPIs and daily metrics Create reports for leadership Identify trends using operational data Process Improvement Recommend workflow improvements Help build Standard Operating Procedures (SOPs) Improve team efficiency Create checklists and systems to reduce mistakes Help implement new operational processes What We're Looking For You are someone who: Extremely organized Detail-oriented Loves spreadsheets and organization Thinks several steps ahead Notices when something is missing Takes ownership without being asked Can manage multiple moving pieces at once Communicates clearly with the team Enjoys improving systems and processes Required Skills Advanced Google Sheets experience Comfortable using formulas and filters Excellent organizational skills Strong written and verbal communication Experience managing workflows Ability to prioritize multiple tasks Strong follow-up skills High attention to detail Bonus Qualifications Experience working with personal injury law firms Case management experience CRM experience Operations management background Client success experience Process documentation (SOPs) KPI reporting Remote team management experience What Success Looks Like Within your first 90 days, you should be able to: Ensure no client is missed in our pipeline Keep Google Sheets accurate and updated daily Reduce operational mistakes Improve follow-up consistency Build better tracking systems Help management identify problems before they happen Become the operational backbone of our company We'd Love to Hire Someone Who... ✔ Notices small mistakes before anyone else. ✔ Loves making messy systems organized. ✔ Gets satisfaction from checking things off a list. ✔ Doesn't wait to be told what to do. ✔ Constantly asks, "How can we make this process better?" ✔ Takes pride in creating structure and accountability.