Strategy Operations, Law Firm Experience

📋 Description

• • Finch Legal is revolutionizing consumer law by building the essential infrastructure to make justice accessible to every American household. We are a rapidly growing company, having achieved 10x growth since our launch in April, and we are now powering pre-litigation processes for leading law firms nationwide. Our innovative approach combines expert operational talent with cutting-edge AI to manage a comprehensive suite of services, including client intake, claim initiation, medical record retrieval, police report acquisition, lien management, demand letter preparation, and all subsequent steps in the legal process. We are proud to have the backing of prominent investors such as Sequoia, Redpoint, and the founders and CEOs of highly successful companies like DoorDash, Ironclad, and Digits. Our mission is to fundamentally rebuild how the legal system serves everyday Americans, starting from first principles, and we are actively seeking exceptional operators to help us scale this vision across the country.
• • In this critical Strategy & Operations role, you will be instrumental in strengthening the partnerships Finch Legal has with its law firm clients. Law firms depend on Finch not only for efficient execution of legal tasks but also to serve as an integrated, seamless operational extension of their own teams. Your primary focus will be to ensure that our partner firms have complete visibility into the status of their cases, can effortlessly assign new work, and possess the necessary insights to manage their practices with enhanced predictability and scalability.
• • You will be responsible for designing and implementing the user interfaces, communication protocols, and collaboration models that make Finch Legal feel deeply embedded within a firm's daily operational workflows. This involves proactively engaging with law firms to thoroughly understand their unique goals, operational preferences, and existing bottlenecks. These insights will then be translated into clearly defined workflows, standardized communication practices, intuitive dashboards, and structured ongoing operational review processes.
• • By bringing a high degree of structure, transparency, and strategic insight to how law firms engage with Finch Legal, you will empower them to operate more strategically, adopt data-driven decision-making frameworks, and ultimately deliver a consistently superior client experience. Your work will directly contribute to the operational excellence and scalability of Finch Legal's services for our attorney partners.
• • Key responsibilities will include defining and refining the workflows, user interfaces, and communication models that simplify task assignment, information sharing, and effective collaboration between law firms and the Finch Legal team. You will create robust visibility mechanisms, such as comprehensive dashboards, regular summary reports, and structured check-ins, to ensure firms are continuously informed about case progress without the need for constant follow-up.
• • You will design and manage critical operational touchpoints with firms, encompassing the onboarding process, periodic performance reviews, and structured feedback loops, all aimed at ensuring continuous alignment and driving ongoing improvement. Furthermore, you will introduce key metrics and strategic insights that enable firms to understand performance trends, identify operational gaps, and uncover opportunities to enhance client outcomes.
• • A crucial aspect of this role involves partnering closely with the Product team to shape the development of tools and user experiences that enhance firm engagement and streamline the flow of work into the Finch Legal platform. You will also develop detailed firm personas and segmentation models to enable the tailoring of workflows, expectation management, and communication styles to suit the diverse needs of different types of legal practices.
• • Your overarching goal will be to continuously iterate and optimize how Finch Legal integrates with its partner firms, making the partnership progressively smoother, more predictable, and more scalable over time. This role is a pivotal part of the Strategy & Operations team, which acts as the spearhead for identifying and solving the most critical problems and growth opportunities within the company at high velocity. You will collaborate cross-functionally with Legal Operations, Product & Engineering, and Growth teams to deliver significant improvements for our attorney partners, their clients, and our internal teams. We foster a culture that values velocity, grit, ownership, and unwavering optimism.