Strategy & Operations, Case Qualification

ABOUT FINCH Our mission is to make justice radically more accessible to every American household. We combine expert operators with purpose-built AI to automate the admin work of consumer law and put clients first by handling intake, claim opening, medical records, police reports, lien management, demands, and everything in between. Since launching in April 2025, we’ve raised a $20M Series A https://sequoiacap.com/article/partnering-with-finch-ai-powered-justice backed by Sequoia, Redpoint, and the founders & CEOs of DoorDash, Ironclad, and Digits and are running pre-litigation for over 125 of the highest-volume personal injury firms https://www.finchlegal.com/customers across the country. Explore life at Finch https://app.notion.com/p/Life-at-Finch-32fe7a322002810cabf6f9547800f2a2?pvs=21 for more. WHAT YOU’LL DO You’ll own the systems that get cases into Finch quickly, reliably, and at a sustainable cost. That means improving both ingestion – the transfer of matters from law firms into Finch – and intake, where prospective clients are contacted, qualified, and retained. - Make the work visible. Establish baselines and live reporting for ingestion speed, cost per case, intake answer rates, and conversion. Explain what changed and why in weekly updates. - Speed up ingestion. Build toward having every matter ingested within 12 hours, with clear pipeline ownership and a process for acting on every incoming request. - Improve intake economics. Reduce cost per retained wanted case—a case that meets our acceptance criteria—for National Advocates. Protect answer rates, conversion, speed to first contact, and case quality as you do. - Build and ship. Question assumptions, test fixes, and build useful workflows, tools, or automations yourself. Scope larger changes with engineering and deliver improvements each week, making thoughtful tradeoffs between automation, manual processes, and outsourced support. - Fix the handoffs. Find and resolve gaps between intake, ingestion, and case setup so cases arrive complete and ready for the next team. - Scale what works. Expand automated ingestion across law firms and their case management systems, working closely with our intake and ingestion operators. Own adoption, measure the impact, and make the system reliable without depending on you. - Own the roadmap. Help shape and execute the 2027 intake and ingestion roadmaps, using evidence from the work to set priorities. WHAT WILL MAKE YOU SUCCESSFUL YOU’LL LIKELY THRIVE IF YOU HAVE - Owned and improved a specific business metric in S&O, BizOps, consulting, growth, marketplace operations, or a similar operating role. - The data fluency to pull and sanity-check data yourself, question assumptions, establish a baseline, and identify the drivers behind a result. - Partnered with engineers to ship product improvements or automation. - Built a process or system from scratch, then taken responsibility for running it. - Clear written and verbal communication, good judgment under ambiguity, and the ability to drive change through people you don’t manage. - A willingness to listen to individual calls, open individual matters, and take responsibility for the details, while learning quickly in an unfamiliar domain. IT’S A PLUS IF YOU HAVE - Experience with intake, contact centers, or sales funnels. - Experience running voice AI or LLM-based workflows in production. - Worked at an early-stage startup. - Built with AI tools such as Claude. THIS ROLE MAY NOT BE FOR YOU IF - You need a defined specification, process, and success metric before getting started. - You prefer strategy presentations to building and running the systems behind them. - You treat data quality, operational details, or implementation as someone else’s responsibility. WHAT HAPPENS NEXT All S&O applicants go through the same interview process: 1. Intro: An initial conversation about your background, motivation, and the role. 2. Interview: A deeper conversation about how you solve ambiguous problems, build systems, and drive work across teams. 3. Case Assignment: A practical exercise exploring your approach to an operational problem, from diagnosis and prioritization to implementation and measurement. 4. Onsite: A visit to our NYC office to meet the team, explore the work together, and have lunch.