Mass Claims Campaign Manager

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Summary/Objective:   

Keller Postman seeks a dynamic, goal-oriented leader as Mass Claims Campaign Manager to support its practice of representing a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels. This role is responsible for supervising a team of individuals, both onshore and offshore, who are responsible for preparing client documentation for legal case management and/or other client services functions. This position will proactively manage client services functions to ensure that all the necessary documentation and paperwork is collected to prepare a client’s case for each phase of the litigation process. This leader will ensure consistent quality of work by client services team members, including their handling of client emails, calls, and SMS and proactively gather client information needed to prepare legal documents and client work up.

To be successful, this person will need to work closely with our legal team and be able to clearly communicate their needs to front-line workers. The right person will be a natural people leader, responsible for building and engaging teams and improving operational efficiency.

This is a hybrid position with four days/week in our downtown Chicago or Lake Mary, Florida, office and 1 day/week remote. The salary range is $90,000 - $130,000 per year, plus a discretionary bonus and benefits. 

Essential Functions:

• Oversight of all mass claims (mass arbitration and mass tort)
• Develop, manage, and coach people leaders to build successful teams that prepare clients’ cases
• Build and manage a program to complete secondary intake, obtain necessary information to acquire medical records, additional case filing, and prepare clients for settlement  
• Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps
• Establish client services goals and support results through best practice leadership, and lead staff by identifying and supporting initiatives that provide an outstanding client experience
• Manage client services team members' workloads to determine team efficiency and accuracy
• Act as a liaison between communication team, legal division, and operations team, including taking attorney needs and clearly communicating those needs to our front-line client services team members
• Ensure client services team members have all up-to-date information whenever case updates occur
• Create new protocols for case updates and clearly deliver them to the team
• Track and monitor client services team members' attendance, adherence to roles, and optimize schedules as needed to ensure proper staffing to allocate resources as needed to maintain service levels
• Manage department personnel issues, including performance reviews, counseling, and progressive disciplinary actions as needed
• Other duties as assigned

Knowledge, Skills, Abilities:

• Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges
• Proven coaching skills that can impact both front-line client services team members and Team Leaders
• Basic understanding of legal terminology preferred
• Experience using legal or case management software
• Excel expert and ability to write SQL preferred
• Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group
• Excellent customer service, collaboration, and communication needed
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Ability to work independently or as part of a team
• Effective problem-solving skills required
• Ability to be empathetic to clients in various situations
• Ability to work under deadline driven environments
• Excellent organizational skills and attention to details
• Excellent time-management skills with a proven ability to meet set standards
• Experience supporting a remote workforce
• Ability to manage multiple direct reports
• Ability to multi-task and adapt to changes quickly

Education/Experience:

• Bachelor’s degree preferred
• 2+ years of contact center experience (Customer Service strongly preferred)
• 2+ years of contact center management experience with proven leadership track record and verifiable history of managing successful, high-volume teams
• Outbound Campaign Management experience preferred

Certificates/Licenses Required:

• N/A

Language Ability:

•  Must be able to read, write, and speak fluent English