Case Management Team Lead / Operations Manager
Lead People. Drive Performance. Deliver Results.
Guadalajara, Jalisco, México
On-Site
Full-Time
Help Lead the Team Behind the Mission
If you're passionate about developing talent, improving operational efficiency, and creating measurable impact, we'd love to hear from you.
Why This Role Matters
As our Case Management Team Lead/Operations Manager, you will oversee the daily operations of our Case Management department and mentor the next generation of Case Managers.
You'll balance leadership with hands-on production to ensure operational excellence, team development, workflow efficiency, and outstanding client outcomes.
Your leadership will directly influence team performance, settlement velocity, client satisfaction, and the organization's continued growth.
Compensation & Benefits
- Twice a month, USD salary compensation
- Leadership performance bonus opportunities
- Career advancement within a rapidly growing organization
- Professional leadership development and ongoing training
- Collaborative, high-performance work environment
- Modern office located in Guadalajara's premier financial district
What You'll Do
Team Leadership & Development
- Lead, mentor, and develop a high-performing team of Case Managers.
- Deliver structured onboarding and training programs for new team members.
- Coach employees through regular feedback, performance conversations, and professional development.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Identify high-potential employees and support internal career progression.
Operations & Workflow Management
- Manage daily case assignments and workflow distribution across multiple operational teams.
- Monitor pipeline health, workload balancing, and case progression to maximize efficiency.
- Ensure adherence to internal service standards, timelines, and operational procedures.
- Continuously evaluate workflows and implement process improvements that increase productivity and quality.
Performance Management
- Track team performance using operational metrics and key performance indicators.
- Analyze production data, identify trends, and implement improvement strategies.
- Hold team members accountable for productivity, quality, and client service standards.
- Support leadership with operational reporting and performance insights.
Client Escalation & Quality Assurance
- Resolve complex client concerns and escalated case issues with professionalism and empathy.
- Ensure high standards of service and communication across the department.
- Conduct quality reviews to maintain operational consistency and compliance.
- Partner with attorneys and leadership to support successful case outcomes.
Individual Case Management
- Maintain and actively manage a personal caseload.
- Lead by example through exceptional case management practices.
- Ensure cases progress efficiently toward successful resolution while maintaining quality standards.
What We're Looking For
Required Qualifications
- 3–5 years of leadership experience within legal operations, case management, insurance claims, or similar client-service environments.
- Proven experience managing teams in a fast-paced, performance-driven environment.
- Strong operational leadership and workflow management skills.
- Experience coaching, mentoring, and developing employees.
- Excellent organizational, communication, and problem-solving abilities.
- Ability to balance leadership responsibilities while maintaining an active workload.
- Professional proficiency in English and Spanish.
The Type of Leader Who Thrives Here
Our most successful leaders are:
- Servant leaders who develop people through coaching and mentorship
- Highly organized and operationally driven
- Data-informed decision makers
- Strong communicators who inspire accountability
- Calm under pressure and effective at solving complex challenges
- Collaborative partners who lead by example
- Committed to continuous learning and operational excellence
Why Join FLF?
At FLF, leadership means creating opportunities for others to succeed.
You'll have the opportunity to build high-performing teams, improve operational excellence, mentor future leaders, and play a key role in shaping one of the fastest-growing departments within the organization.
As the firm continues to expand, this position offers significant opportunities for professional growth, increased leadership responsibility, and long-term career advancement.
About FLF
FLF is a growing Personal Injury Law Firm dedicated to helping injured individuals and their families obtain the justice and compensation they deserve.
Our success is driven by talented professionals across legal, client services, business operations, and marketing who work together to deliver exceptional results. We believe that when great people are empowered to do their best work, extraordinary outcomes follow.
Our Core Values
Loyalty – To our clients, our team, and our mission.
Trust – Building confidence through transparency, consistency, and results.
Respect – For clients, colleagues, and the communities we serve.
Accountability – Taking responsibility for outcomes, both successes and mistakes.
Continuous Growth – Striving to learn, adapt, and improve daily.
Equal Opportunity Employer
FLF is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all team members.
Ready to Apply?
If you're ready to lead high-performing teams, optimize operations, and help deliver exceptional experiences for our clients, we'd love to hear from you.
Apply today and become part of a team dedicated to operational excellence, professional growth, and changing lives through exceptional client service.
