Strategy & Operations, Case Qualification

The role

You will own the systems for case ingestion and intake. You will improve ingestion speed, intake economics, and workflow automations to scale operations.

What you will do

• Establish baselines and live reporting for ingestion speed, cost per case, intake answer rates, and conversion.
• Build toward having every matter ingested within 12 hours.
• Reduce cost per retained wanted case while protecting answer rates and case quality.
• Build and ship workflows, tools, or automations.
• Scope larger changes with engineering and deliver improvements each week.
• Find and resolve gaps between intake, ingestion, and case setup.
• Expand automated ingestion across law firms and case management systems.
• Help shape and execute the 2027 intake and ingestion roadmaps.

Required qualifications

• 2-5+ years of experience in a problem-solving role such as consulting, BizOps, strategy, or tech.
• Owned and improved a specific business metric in S&O, BizOps, consulting, growth, marketplace operations, or a similar operating role.
• Data fluency to pull and sanity-check data, question assumptions, establish a baseline, and identify drivers.
• 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.
• Ability to drive change through people you don't manage.
• Willingness to listen to individual calls, open individual matters, and take responsibility for the details.

Nice to 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.

Before you apply

• Intro conversation about background, motivation, and the role.
• Interview about solving ambiguous problems, building systems, and driving work across teams.
• Case Assignment practical exercise exploring approach to an operational problem.
• Onsite visit to NYC office to meet the team and have lunch.

About the company

Finch is building the applied AI platform for consumer law. The platform combines AI agents and legal operators to reduce manual work and expand access to justice.