Strategy & Operations, Demands

The role

You will own the operating system behind demand quality and delivery. You will build workflows, tools, and automations to reduce rework and increase throughput for law firms.

What you will do

• Establish a view of letters requested, delivered, completed on time, and returned for changes.
• Read real letters and investigate errors to identify causes of rework.
• Create a source of truth for customer requirements and close system gaps.
• Build practical workflows, tools, or automations and scope changes with engineering.
• Build quality controls, backup coverage, and repeatable workflows.
• Own adoption and measure results to ensure quality holds as volume grows.
• Turn customer feedback into actionable requirements.
• Own the demands roadmap and explore opportunities to improve litigation handoffs or adjacent services.

Required qualifications

• Experience owning a business metric and improving it in operations, strategy, consulting, or a similar role.
• Evidence of building and shipping a tool, workflow, or automation that people actually use.
• Responsibility for the quality of a high-volume output where errors have meaningful consequences.
• The ability to pull and check your own data, diagnose a problem, and measure whether a fix works.
• A strong attention to detail and willingness to inspect individual outputs.
• Clear communication with customers and cross-functional teams.
• Fast learning, high ownership, and the determination to follow difficult problems through.

Nice to have

• Experience shipping improvements with engineers.
• Experience in insurance, legal, or healthcare operations.
• Experience building with AI tools such as Claude, or using AI in production.
• Experience managing contractors or outsourced teams.
• Early-stage startup experience.

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.