Client Experience Team Manager

The Role:

Mighty is looking to hire a Client Experience Team Manager who will manage the existing Client Experience Case Managers and grow the team. You will be a self-motivated collaborator who values communication and integrity to help the team navigate the legal process and reach their goals faster. The Case Manager Supervisor will be responsible for assessing team performance, providing  coaching and feedback and driving client cases forward to a successful resolution. You will also help to develop and drive processes and best practices for personal injury litigation, and have a passion for integrating tech into your practice. You will be comfortable reviewing data to help understand trends, outliers that need attention and measure performance of the team and individuals. You will have a passion for excellence and have the expertise to drive this level of performance in each of your team members. This role will be fully remote (US Only). 

Your Mandate:

• Manage a team of 10-12 Case Managers to deliver exceptional client experience
• Demonstrate expertise in communicating performance goals and helping team deliver excellent results
• Onboard new team members of various experience levels and backgrounds to ensure success
• Plan coverage and backup for vacation, holidays and spikes in volume
• Understand the Personal Injury industry and be able to coach team on complicated case investigations and legal concepts
• Lead with compassion and empathy
• Be an all-star communicator to all stakeholders within the team and company
• Help create best practices and processes for personal injury that go far beyond diary dating and spreadsheet reminders 
• Engage with technology to create efficiencies and a better personal injury experience  
• Be ruthlessly organized and pay attention to detail

Your Experience:

• Have 5+ years of proven experience in the personal injury and/or insurance industry
• Have 2+ years in a leadership role managing the performance of a team
• Are creative and have a desire to innovate and streamline processes
• Have experience in a non-traditional or startup work environment  
• Are a self-motivated team player
• Have excellent verbal and written communication skills
• Are comfortable with change, uncertainty, and ambiguity
• Are technically proficient and have experience with cloud-based legal providers
• Are highly organized and have strong problem-solving skills

Nice to Have:

• Fluent in Spanish (or a language other than English)

Onboarding Plan:

• In the first 30 days you will learn our business and how we work. You will familiarize yourself with the systems, existing processes and start to work on data reports and co-running team meetings.
• In the first 30-60 days you own team meetings, weekly 1:1s and overseeing new work assignments. You will start to work on building out new process updates and updating training plans.
• In the first 60-90 days will be comfortable with the processes and taking the lead on all meetings, performance management and team member reviews. You will ensure the team is functioning efficiently and effectively with support from leadership.

Hiring Process:

The hiring process is a two way street! We want to find someone for whom Mighty is the perfect fit. Please ask us lots of questions to ensure you are learning what you need to learn about us. Here is an overview of how and what we will be assessing throughout the process:

1. A conversation with our recruiting team to go over some basic HR questions (20 min)
2. A take home assignment and review with hiring manager, VP of Client Experience, Maly Ohrenschall (1 hour)
3. Virtual face-to-face consisting of two conversations:
   1. Team interview with a member of the Client Experience team (case manager) to assess skill set baseline, cultural fit and customer focus. (30 min)
   2. A stakeholder alignment interview to assess cross-functional communication - either Product or Ops Lead (30 min)
4. A final round consisting of two conversations:
   1. An interview with our General Counsel to asses your legal knowledge (30 min)
   2. A conversation with the CEO (30 min) 

Benefits:

• Competitive compensation
• Full Benefits - health, vision, and dental
• Stock options
• 401(k) with company contribution
• Flexible paid time off - take time when you need it
• Learning and Development opportunities
• And more!