[Hiring] Director, Centralized Case Management @JAMS, Inc.

Role Description

The Director, Centralized Case Management ("DCM"), provides strategic and operational leadership for JAMS' national remote case management team. This role is accountable for service excellence, workforce planning, operational consistency, associate development, quality assurance, risk mitigation, and client and panelist satisfaction across the case lifecycle. The Director partners with Legal, Client Experience, Practice Development, Talent Development, Technology, Finance, and Operations leadership to deliver consistent, high-quality service in a remote environment.

Responsibilities

• Leads, coaches, mentors, and develops remote case management associates, managers, and emerging leaders by setting clear expectations, supporting onboarding and training, conducting regular coaching and performance reviews, strengthening succession planning, and partnering with Human Resources on recruitment, retention, engagement, and workforce planning.
• Oversees the day-to-day operations of the remote case management team, ensuring consistent service delivery to clients and panelists, operational excellence, regulatory compliance, efficient resource allocation, and effective resolution of complex and escalated matters.
• Advances the client and panelist experience by monitoring feedback, service metrics, and operational trends; leads initiatives that improve service delivery; maintains effective relationships with key clients and panelists; supports new panelist onboarding; serves as an escalation point for complex service and operational issues; and partners with Client Experience and Operations leadership on continuous improvement.
• Leads and supports strategic initiatives that improve remote case management operations, including case management strategy, technology adoption, client service delivery, and process, system, and workflow improvements that enhance efficiency, scalability, and operational consistency.
• Analyzes staffing trends, case volumes, productivity metrics, and service demand to develop effective staffing, coverage, and workload-balancing strategies; ensures business continuity and coverage protocols remain effective; and partners with leadership on organizational design and future workforce planning.
• Monitors operational metrics that influence financial performance; supports budget planning for staffing, training, technology, and operational initiatives; and partners with Finance and Operations leadership to optimize resource allocation and organizational effectiveness.
• Collaborates with cross-functional partners to establish national standards and best practices; communicates operational risks, opportunities, and performance trends to SMT; and serves as a trusted operational subject matter expert.
• Leads special projects focused on workforce optimization, technology adoption, process improvement, and operational effectiveness.
• Supports development of national training curricula, quality standards, and performance expectations.
• Participates in leadership committees and enterprise initiatives.
• Effectively communicates with associates, panelists, and clients regarding services, policies, and procedures.
• Other duties as assigned within a similar scope.

Qualifications

• Bachelor's Degree in a related field. Required
• 8-10 years of progressive operational leadership experience. Required
• 5-7 years of leading managers and overseeing large, multi-level teams. Required
• 5-7 years of leading remote or geographically dispersed teams. Preferred
• 5-7 years of experience in legal services, professional services, dispute resolution, case management, client services, or comparable service-oriented environments. Preferred
• Internal candidates: 5-7 years as an Associate Business Manager, Business Manager, Dispute Resolution Consultant, Senior Case Manager, or other senior level position with proven leadership qualities and a track record of “performs well” job performance. Required
• Strong understanding of JAMS case management processes, dispute resolution services, legal terminology, court-related procedures, client service expectations, panelist support, and operational risk considerations. Required proficiency
• Demonstrated proficiency in budgeting, success measurement, expense management, A/R percentages, and interrelations of those areas and the overall impact on the business imperative. Required proficiency
• Ability to assess client satisfaction; identify additional client service opportunities; and implement strategies to strengthen client relationships, increase client retention, and resolve client issues. Required proficiency
• Ability to develop and implement strategic solutions that can improve client relations and client service. Required proficiency
• Understands the local market, the legal community, and business trends. Required proficiency
• Computer literate and proficient in all technology and software programs required for the position. Required proficiency
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast-paced environment. Required proficiency
• High level of proficiency in verbal and written communication skills. Required proficiency
• Ability to manage conflict in a direct, solution-oriented manner. Required proficiency
• Ability to work with multimedia support (Zoom, HDMI connection to display, Creston). Preferred proficiency