Ovation Law Firm

Recruitment

• Develop and post job ads across multiple platforms (LinkedIn, Indeed, Glassdoor, ZipRecruiter, niche job boards, etc.).
• Source, headhunt, and engage passive candidates through LinkedIn Recruiter, Boolean searches, and networking.
• Screen resumes, conduct initial interviews, and manage candidate pipelines.
• Operate and optimize our ATS (create requisitions, workflows, scorecards; keep stages clean; run reports; maintain data hygiene).
• Partner with department directors to understand role requirements and align recruiting strategies.
• Maintain an organized applicant tracking process to ensure a smooth candidate experience.
• Track and analyze recruiting metrics (time-to-fill, source-of-hire, pipeline health) to improve efficiency and quality of hire.
• Promote Ovation Law Firm’s employer brand to attract top talent.

Talent Acquisition Specialist, LATAM

• Support the end-to-end recruitment process in close partnership with the Talent Acquisition Specialist.
• Design and execute targeted sourcing strategies aligned with firm objectives and the specific requirements of each open role.
• Research market trends and compensation benchmarks to inform sourcing strategies and maintain a competitive hiring approach.
• Proactively source and engage both active and passive candidates using LinkedIn Recruiter, Boolean search techniques, job boards, and professional networks.
• Review resumes and conduct structured preliminary screenings to assess candidate qualifications, experience, and organizational fit.
• Build and maintain robust talent pipelines across multiple concurrent requisitions.
• Manage and optimize the firm's Applicant Tracking System (ATS), ensuring data accuracy, organized pipeline stages, and reliable reporting.
• Ensure all candidate communications are timely, professional, and consistent with the firm's standards.
• Actively promote Ovation Law Firm's employer brand to attract and engage top talent.

Talent Acquisition Sourcer – LATAM

Attorney

• Respond to incoming inquiries via phone, web forms, and chat in real time, providing rapid, attentive support to individuals seeking legal help after an injury.
• Conduct concise (5–8 minute), compassionate discovery calls to gather and assess essential case details such as incident information, injuries, liability, and insurance status.
• Apply proprietary scripts and strict qualification criteria to quickly determine whether a case is a fit for partner legal teams.
• Use an assumptive, sales-minded approach to perform live warm transfers to our partner legal teams or schedule timely callbacks for qualified leads.
• Accurately document all caller information, case details, and outcomes in Salesforce, ensuring data accuracy and completeness.
• Manage follow-ups for pending leads, maintaining an organized pipeline and re-engaging prospects who were not ready to proceed on initial contact.

Legal Intake Specialist – Personal Injury

• Respond to incoming inquiries via phone, web forms, and chat in real time.
• Conduct concise (5–8 minute), compassionate discovery calls to gather essential case details.
• Apply proprietary scripts and strict qualification criteria to determine case fit.
• Use an assumptive, sales-minded approach to perform live warm transfers or schedule callbacks.

QA Engineer

• Monitor and evaluate live and recorded intake calls to assess agent performance, script adherence and compliance.
• Score calls using predefined quality criteria, ensuring consistency and objectivity in all evaluations.
• Ensure intake agents follow approved scripts, ask all required qualifying questions and provide accurate, compliant information to callers.
• Identify misleading statements, missed disclosures, compliance risks or deviations from firm standards.
• Provide clear, actionable feedback and coaching recommendations to the QA Manager, Intake Leadership and Training teams.
• Flag recurring errors, trends, and systemic quality issues observed across intake calls.
• Maintain detailed QA documentation, scorecards and audit trails for all evaluations completed.
• Track and report quality metrics and performance trends to the QA Manager on a regular cadence.
• Support the development and refinement of QA guidelines, evaluation forms and scoring benchmarks.
• Participate in calibration sessions to ensure alignment and consistency across the QA team.
• Support continuous improvement initiatives within the Intake Department.

Intake QA Specialist, LATAM

Supervisor

• Develop and maintain training materials, agendas, assessments and learning resources.
• Plan and manage new hire, ongoing intake training and new client implementation programs, schedules, and resources.
• Monitor training effectiveness through KPIs and implement improvements based on results.
• Lead, coach and evaluate trainers, providing feedback and performance support.
• Identify training needs through performance analysis and develop action plans to address gaps.
• Partner with Operations, QA and Leadership teams to improve training outcomes and intake processes.
• Ensure training programs align with business goals, quality standards and operational needs.
• Foster a culture of accountability, continuous improvement and team development.

Intake Training Supervisor – LATAM

Trainer

• Develop and maintain training materials, agendas, assessments, and learning resources.
• Facilitate new hire training programs and ensure adherence to established processes.
• Provide coaching and performance feedback to new and existing employees.
• Design and deliver continuous education programs based on performance trends and business needs.
• Measure training effectiveness and monitor performance impact through key metrics.
• Partner with Operations, QA, and Leadership teams to identify training opportunities and support performance improvement.
• Ensure training content remains accurate, relevant, and aligned with company goals.

Intake Trainer – LATAM

• Respond to incoming inquiries via phone and web forms, providing prompt, attentive support to consumers seeking legal assistance for defective vehicle (lemon law) claims.
• Conduct concise (5–8 minute), compassionate discovery calls to gather and assess essential lemon law case details, including vehicle information, defect history, repair attempts, warranty status, and purchase or lease details.
• Use an assumptive, consultative approach to guide qualified consumers through the next steps of representation, including initiating the retainer process and coordinating timely follow-ups as needed.
• Accurately document all caller information, case details, and outcomes in Hubspot, ensuring data accuracy and completeness.
• Manage follow-ups for pending leads, maintaining an organized pipeline and re-engaging prospects who were not ready to proceed on initial contact.

Legal Intake Specialist – Lemon Law

• Respond to incoming inquiries via phone, web forms, and chat in real time, providing rapid, attentive support to individuals seeking legal help after an injury
• Conduct concise (5–8 minute), compassionate discovery calls to gather and assess essential case details such as incident information, injuries, liability, and insurance status
• Apply proprietary scripts and strict qualification criteria to quickly determine whether a case is a fit for partner legal teams
• Use an assumptive, sales-minded approach to perform live warm transfers to our partner legal teams or schedule timely callbacks for qualified leads
• Accurately document all caller information, case details, and outcomes in Salesforce, ensuring data accuracy and completeness
• Manage follow-ups for pending leads, maintaining an organized pipeline and re-engaging prospects who were not ready to proceed on initial contact

Call Center Representative

• Own the contact center end-to-end, including: Intake (inbound, outbound, sms, email, warm transfers), Workforce Management (WFM), Quality Assurance (QA), Training & onboarding, Operational Excellence, Reporting & Analytics
• Drive core KPIs: Contact rate, Conversion rate (lead to signed), Speed to lead, QA scores and compliance
• Build and lead the management layer (functional owners, supervisors, team leads)
• Establish tight operating rhythms across: Demand, scheduling, and staffing models, QA feedback loops and coaching, Training programs and ramp plans
• Identify bottlenecks and continuously optimize the intake funnel
• Partner with marketing and data teams to align lead quality with conversion performance
• Own daily and weekly performance reporting, ensuring data is accurate and actionable
• Implement systems, tooling, and automation to scale efficiently
• Ensure compliance with all regulatory and calling requirements
• Drive a culture of accountability, performance, and continuous improvement

Director of Contact Center

Full-stack Engineer

• Own features and projects from requirements gathering through deployment and ongoing maintenance
• Participate in technical planning, estimation, and milestone development
• Create and maintain architecture diagrams, technical documentation, and decision records
• Conduct code reviews and contribute to development standards and best practices
• Design, develop, and maintain production-grade REST APIs using Node.js and Express
• Implement authentication, authorization, input validation, rate limiting, and error handling
• Integrate with databases including MongoDB, SQLite, and BigQuery
• Build and maintain integrations with Salesforce, marketing platforms, and third-party APIs
• Optimize application performance through indexing, caching, and asynchronous processing
• Create and maintain API documentation using OpenAPI/Swagger
• Develop responsive, user-facing web applications using JavaScript, jQuery, HTML5, and CSS3
• Ensure compatibility across desktop, tablet, and mobile devices
• Optimize website performance and Core Web Vitals, including LCP, INP, and CLS
• Build and maintain multi-step forms, validation workflows, disclosures, and conversion-focused user experiences
• Implement and maintain analytics, attribution, and tracking systems, including UTM parameters and click identifiers
• Support A/B testing and website optimization initiatives
• Develop and maintain ETL processes and data warehouse integrations
• Build, support, and monitor reporting dashboards, and investigate data discrepancies, anomalies, and performance issues
• Manage Git-based development workflows and deployment processes
• Administer Linux-based servers, configure and maintain Nginx, and manage Node.js applications using PM2
• Maintain SSL certificates (Let's Encrypt/Certbot), configure CDN services, and manage environment variables, configuration, and secrets
• Monitor production systems and troubleshoot issues as they arise
• Apply OWASP security best practices throughout the development lifecycle, including proper validation, sanitization, and Content Security Policies
• Conduct regular security reviews and audits
• Maintain awareness of applicable regulations, including TCPA, CCPA, and GDPR
• Translate business requirements into scalable technical solutions and communicate project status, risks, and blockers to stakeholders
• Create and maintain technical documentation, SOPs, and runbooks
• Provide mentorship and code-review feedback to other developers on the team.

Senior Full-Stack Developer

Performance Marketing

• Own and optimize Google Ads and YouTube campaigns focused on lead generation
• Develop and refine campaign structures based on intent, geography, and performance data
• Conduct ongoing search term analysis and implement strong negative keyword strategies
• Monitor Auction Insights, impression share, and competitive positioning
• Lead keyword research, write high-performing ad copy, and align creative with optimized landing pages to drive conversions
• Drive campaign structure development, A/B testing, and automation strategy to maximize performance
• Use GA4 and Google Search Console to analyze performance trends and surface opportunities
• Evaluate performance based on true CPA and signed cases, not just CPL
• Track lead flow and monitor lead quality across platforms
• Partner with the intake team to identify trends and recommend improvements to lead targeting and ad strategies
• Lead landing page improvements and conversion-rate optimization efforts
• Own PPC reporting, including weekly and monthly performance and lead-quality reports, and ensure accurate data collection across campaigns
• Organize and analyze marketing data using tools like GA4, Looker Studio, and Excel
• Manage external lead generation partners by coordinating assets, sharing feedback, and tracking lead results
• Provide strategic input on budget allocation and channel mix to the Growth Marketing Director
• Mentor junior team members and contribute to PPC best practices, testing frameworks, and team knowledge-sharing

Senior PPC Specialist

Human Resources

• Manage the day-to-day people function
• Oversee talent acquisition and employee experience
• Manage the HR and Recruiting teams
• Handle employee relations matters and sensitive situations
• Support firm leadership and culture programs
• Administer benefits programs and compensation processes
• Ensure compliance with applicable employment laws
• Maintain and optimize HR systems, reporting, and people analytics

Talent Acquisition Specialist, LATAM

Talent Acquisition Specialist, LATAM

Talent Acquisition Sourcer – LATAM

Talent Acquisition Sourcer – LATAM

Legal Intake Specialist – Personal Injury

Legal Intake Specialist – Personal Injury

Intake QA Specialist, LATAM

Intake Training Supervisor – LATAM

Intake Trainer – LATAM

Legal Intake Specialist – Lemon Law

Legal Intake Specialist – Personal Injury

Director of Contact Center

Senior Full-Stack Developer

Senior PPC Specialist

Human Resources Manager