Operations Support Analyst

DM Injury Law is one of the fastest-growing personal injury firms in the Midwest — 70+ attorneys, 200 support staff, and offices across 10 markets including Kansas City, St. Louis, Denver, Omaha, and Oklahoma City. Founded in 2013, the firm's growth has been driven by professional, compassionate legal representation for clients after life-altering personal injury events.

The Operations Support Analyst is an analytics role supporting DM Injury Law's intake and client services operations. This position gathers, organizes, and interprets data across multiple systems to help leadership and Senior Data Analysts understand intake and client services performance, spot trends, and make informed decisions. The role blends light business analysis — translating operational questions into data pulls, dashboards, and clear recommendations — with hands‑on quality assurance and process support work.

The ideal candidate is analytical and curious, comfortable working across multiple systems, and interested in growing their business analysis skill set while using AI tools to work more efficiently.

• Build and maintain the Domo dashboard tracking intake call performance and volume for leadership visibility, and analyze trends to surface insights, not just numbers.
• Own recurring reporting deliverables, including a weekly IT issue tracker and a daily data feed powering the intake performance dashboard.
• Build and maintain a custom internal dashboard used for firm-wide communications and recognition (announcements, staff shoutouts, new hire/anniversary tracking, and more), including a lightweight admin tool so non-technical staff can update content.
• Produce ad hoc reports and data pulls as requested by leadership and Senior Data Analysts, translating business questions into clear, actionable analysis.
• Help identify patterns in intake volume, conversion, and performance data, and bring findings to leadership in a clear, business-friendly way.

• Score recorded intake and client services calls against a standardized quality assessment framework.
• Track scoring trends and help ensure coaching feedback reaches agents in a timely, useful way.
• Flag recurring performance or process gaps to leadership.

• Learn and support the end-to-end intake and client services processes — from lead intake through qualification to signed retainer and current client communications.
• Maintain working knowledge of core systems:
  Lead Docket, Neos, Ring Central, Case Status and Domo.
• Track and log issues during new system rollouts (e.g., integration issue logs), identifying root causes and following resolutions through to close.
• Monitor data integrity issues across systems (e.g., mismatched exports, broken feeds) and elevate or resolve as needed.

• Support Senior Data Analysts with data formatting, pulls, and dashboard upkeep.
• Log and route intake calls as needed; assist with intern oversight and light coordination.
• Maintain internal process documentation and SOPs so key deliverables are easy to hand off or scale.
• Coordinate with software vendors on issue escalation, feature questions, or training resources.
• Attend intake meetings and case strategy whiteboard sessions to stay aligned with firm priorities.

• Use AI tools to build internal tools, draft documentation, and speed up recurring reporting work.

• 1–3 years of experience in a business analyst, data analyst, operations analyst, or similar analytical support role; legal or call-center intake environment a plus.
• Ability to break down a business question, identify the data needed to answer it, and present findings in a clear, actionable way.
• Hands‑o…