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!

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.

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.

Team Leadership & Development

• 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.

Collaboration & Communication

• 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.

Quality Control, SLA & Compliance

• 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.

Reporting & Analysis

• 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…