Litigation Support Case Manager
Job Description:
- Serve as the primary point of escalation for complex, aging, or high-priority cases within an assigned book of business, monitoring case status and proactively resolving issues that impact turnaround time, quality, or client satisfaction
- Communicate directly with clients on escalated matters, providing timely updates, resolution plans, and ensuring all orders are processed accurately and in compliance with client requirements and internal procedures
- Provide day-to-day oversight, coaching, and performance management for Records Retrieval Specialists, identifying trends and addressing gaps in productivity and quality
- Support onboarding and training of new RRS team members and foster a culture of accountability, continuous improvement, and high-quality work
- Review and manage aging orders within defined timelines, conduct quality reviews of retrieval activity, and identify process inefficiencies with actionable improvement recommendations
- Analyze performance data and case metrics to identify risks and trends, track KPIs, and deliver regular status reports to the Records Collection Department Manager
- Partner with the Department Manager, internal stakeholders, and cross-functional teams including legal, compliance, and client services to ensure alignment on priorities, procedures, and client expectations
Requirements:
- 3+ years of experience in records retrieval, litigation support, legal operations, or a related field
- 1+ years in a team lead, supervisory, or senior individual contributor role
- Demonstrated ability to manage competing priorities and complex workloads in a deadline-driven environment
- Strong written and verbal communication skills, including experience communicating with clients on sensitive or escalated matters
- Proficiency in case management systems, document management platforms, or similar operational tools
- Strong analytical skills with the ability to interpret data and translate findings into actionable steps
- High attention to detail and commitment to accuracy and compliance.
Benefits:
- People-Focused Culture
- Competitive Pay & Quarterly Incentives
- Comprehensive Benefits, 401k & Wellbeing Programs (link for details)
- Paid Time Off & Holidays
- Professional Development & Career Growth Opportunities
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