Ground Operations Supervisor

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 Ground Operations Supervisor  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!

SUMMARY
The Ground Operations Supervisor will lead a team of Case Management Analysts, managing mass tort cases from intake to settlement. This role is responsible for the day-to-day oversight of the case management process. The Supervisor will collaborate closely with the Community Outreach Supervisor to ensure data informs outreach strategies and team priorities.

Key responsibilities include quality assurance, data collection, auditing, and delivering a white glove client engagement experience throughout the lifecycle of each tort. The Supervisor will ensure the execution of daily tasks and deliverables in accordance with internal and tort deadlines. Additional duties include resolving escalations, monitoring SLAs and performance metrics, addressing team challenges, and overseeing the training and development of team members.

The ideal candidate will have a strong background in managing high volumes of clients in sensitive environments, demonstrating compassion, empathy, and a strong desire to help the community during times of need. While experience in mass tort case management is preferred, it is not required. Candidates must bring strong leadership and analytical skills, and possess the ability to drive operational efficiencies, support team growth, and shift priorities quickly in a fast-paced environment.

DUTIES AND RESPONSIBILITIES

Case Management Oversight:

• Manage and oversee multiple mass tort projects from intake to settlement, ensuring all case milestones are met and deadlines are adhered to.
• Ensure that intake qualification, document collection, collection of proof/exposure, plaintiff form fulfillment, client engagement and other case materials are properly reviewed, organized, and processed with accuracy.
• Serve as the escalation point for complex cases, resolving issues and providing strategic guidance.
• Works with management on any issues that may arise. Having a strong background in problem solving and being solution oriented.
• Monitor and analyze case metrics, case assignment, caseload, processing time, and settlement timelines, to ensure the overall health of the project and identify potential risks.
• Maintain seamless communication and coordination.
• Maintain knowledge on the torts in which we are supporting.
• Helps lead and manage different assignments or special projects.
• Perform other duties assigned by management.
• Manage Ground Operations office hours and support team with time-off requests, collaborate with HR, and follow policies and procedures as required.
• Provide manager with daily/weekly progress reporting and updates.

Team Leadership & Development:

• Supervise a team of Case Management Analysts, providing mentorship, training, and performance feedback.
• Support team members with their needs and promote an inclusive environment.
• Oversee the development and implementation of training programs to enhance team skills and performance.
• Address team challenges and foster a collaborative, solution-oriented work environment.
• Lead weekly case status meetings to ensure alignment on goals and progress.
• Responsible for client engagement and ensuring the team meets the company’s standard of service to each client.

Collaboration & Communication:

• Collaborate closely with other departments, including Community Outreach, Business Operations, Legal, and Project Management, to ensure a seamless case workflow.
• Maintain clear and consistent communication with direct reports, manager, and internal teams, providing case updates and addressing concerns.
• Work with leadership to identify opportunities for process improvements and implement strategies to streamline case management.
• Support our Community Outreach initiatives by assisting in and/or attending community events and town halls.

Quality Control, SLA & Compliance:

• Responsible for managing priorities to help meet and maintain production goals and SLAs.
• Responsible for maintaining quality guidelines.
• Responsible for setting weekly/monthly team goals to ensure team adherence to Service Level Agreements (SLAs) and key performance metrics.
• Conduct regular quality checks on case data and processes to ensure accuracy and compliance with regulatory standards.
• Proactively identify and resolve discrepancies in case records, data, and milestones.

Reporting & Analysis:

• Monitor and report on case progression, team performance, and project outcomes.
• Generate weekly and monthly reports on key metrics, including case closure rates, team productivity, SLA adherence, and compliance.
• Work with leadership to develop and maintain forecasting tools for caseload and resource allocation.

Personal Traits:

• Patient and Resilient: Able to remain calm and focused under pressure while navigating complex case management scenarios and resolving client or team challenges.
• Detail-Oriented: Demonstrates a meticulous approach to ensuring accuracy and compliance in case documentation and processes.
• Tenacious Problem Solver: Persistent in overcoming obstacles and finding solutions to difficult cases, escalations, and team issues.
• Empathetic Leader: Shows understanding and support for team members, fostering a positive and collaborative work environment.
• Strong Communicator: Able to clearly articulate goals, provide constructive feedback, and maintain open lines of communication with both internal teams and external stakeholders.
• Results-Driven: Focused on achieving case milestones, meeting SLAs, and contributing to overall project success and revenue goals.
• Adaptable: Capable of adjusting strategies and priorities in response to changing case dynamics, client needs, or business objectives

EDUCATION & REQUIREMENTS

• Bachelor's Degree or similar experience
• 3+ years of experience in the mass tort industry and/or a similar role
• 3+ years of legal knowledge/ case management
• 3+ years in customer service
• 3+ years of previous experience handling heavy call volumes with tac and empathy
• 3+ years in a supervisory or leadership role.

SKILLS & ABILITIES

• Strong interpersonal skills capable of maintaining strong relationships
• Outstanding written and verbal communication skills
• Detail-oriented and excellent multitasking skills
• Strong organizational abilities
• Ability to work collaboratively in a team environment
• Strong analytical skills
• Problem-solving skills
• Comfortable operating in a process-driven environment
• Proven ability to manage a high volume of cases in a fast-paced environment.
• Previous experience handling heavy call volumes with tac and empathy
• Able to remain calm under pressure
• Ability to learn and adapt to change quickly
• Ability to work independently and as a team player
• Strong computer skills, including Salesforce, Google Sheets, Microsoft Office
• Strong leadership and team management skills with a proven track record of developing and mentoring staff.
• Ability to provide constructive feedback, guide performance improvement, and foster professional growth within the team.
• Expertise in managing high-performing teams to meet case milestones, Service Level Agreements (SLAs), and revenue goals.
• Proficient in conflict resolution and addressing team challenges to maintain a positive and productive work environment.
• Demonstrated ability to lead through change and guide teams in adapting to new processes or priorities.

PHYSICAL REQUIREMENTS

• Occasional need to lift at least 20 pounds.
• Frequent need for oral, written, and auditory communication.
• Prolonged periods working on a computer.
• Ability to sit and stand for long periods of time.
• Frequent repetitive hand and wrist motions.
• Frequent need for oral, written, and auditory communication.
• Ability to work in a fast paced and sometimes stressful services environment.
• Occasional need for travel.

Benefits at a Glance:

• 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: $80,000 - $85,000 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 340-423-7199and 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.