Litigation Support Case Manager

Summary

The Case Manager (Team Lead) oversees a designated book of business, carrying direct responsibility for escalated client issues, aging and complex orders, and the performance of Records Retrieval Specialists (RRS) on the team. This role is the operational anchor for assigned cases, ensuring accuracy, efficiency, compliance, and client satisfaction across the full records collection lifecycle. As a member of the Records Collection leadership team, the Case Manager analyzes performance data, identifies risks and trends, and drives accountability. The role partners closely with the Records Collection Department Manager and internal stakeholders to ensure records are collected in accordance with applicable procedures and client expectations.

Responsibilities

• 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

Qualifications

• 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