Caliber Legal - Director, Plaintiff Experience

About Caliber Legal Caliber is building an AI-forward personal injury case acquisition platform in a traditional field. Every leadership hire has to clear the same bar: they understand how technology can improve the way work gets done, they are comfortable building the plane while flying it, and they can navigate the conventions, relationships, and pace of a traditional legal-adjacent industry. This is a hands-on functional leadership role with direct reports from day one. The Director will inherit and lead Caliber’s existing intake team while remaining deeply involved in case qualification, process design, and day-to-day operations. As Caliber grows, this person will build a larger, distributed plaintiff experience organization capable of delivering consistent, high-quality coverage around the clock. The Role Own and build Caliber’s plaintiff experience function end to end, from first contact through signed retainer and handoff to a partner law firm. This person is accountable not only for how individual plaintiffs move through Caliber, but also for the people, qualification standards, operating processes, technology, quality controls, and performance systems that make the experience consistent, scalable, and human. Why this Role Exists Intake is the core of Caliber’s business. It is where a marketing lead becomes a qualified, signable case, and where Caliber either earns or loses the trust of an injured person at a difficult moment. Caliber receives a high volume of plaintiff inquiries, only a small percentage of which become viable cases. This role is responsible for building the people, systems, and technology that identify those opportunities quickly and accurately, without losing the empathy required when working with vulnerable people. The quality of the intake process also determines the quality of the cases Caliber delivers to partner firms. Caliber needs a functional leader who understands what makes a strong personal injury case at a nuanced level, can personally apply that judgment, and can build a repeatable operating system around it. This person will serve as Caliber’s internal subject-matter expert on personal injury intake and case evaluation. They will help determine what should be standardized, what can be supported by technology, and where human judgment must remain central. What They Own The full plaintiff journey from first contact through signed retainer and handoff to a partner firm. The intake function, including the existing team and a growing distributed operation. Hands-on design and continuous improvement of the intake process, qualification framework, and operating systems. Quality and consistency of case evaluation, so matters handed to partner firms consistently meet Caliber’s standards. Caliber’s case qualification criteria, including when decisions can be supported by automation and when human judgment or escalation is required. The metrics, quality controls, staffing model, and review mechanisms needed to operate a high-volume intake function. Partnership with product and engineering to translate personal injury expertise into effective AI-supported workflows. Caliber’s internal point of view on personal injury intake, case evaluation, and the plaintiff services the company should build next. Who We're Looking For At least five years of experience in personal injury law. Deep fluency in personal injury intake and the nuances that determine case strength, including liability, injury, treatment, representation status, insurance, collectibility, timing, and jurisdiction. Demonstrated experience owning or materially improving a personal injury intake function. Experience establishing qualification standards, quality-assurance practices, training, reporting, or performance metrics. Experience leading an intake team, ideally across meaningful lead volume, multiple locations, jurisdictions, or a distributed workforce. A track record of identifying operational problems and personally driving solutions through implementation. Strong organizational and operational judgment, with the ability to bring structure to ambiguity and build processes that hold up as volume grows. Mission-forward and genuinely motivated by improving outcomes for injured plaintiffs. Comfortable remaining hands-on while leading the existing team and scaling a larger intake operation. Tech-forward and able to collaborate with product and engineering teams to improve AI-supported workflows while navigating a traditional legal field. Nice to Have Experience standing up or significantly overhauling a personal injury intake operation, not just working within one. Exposure to expanding plaintiff-side service offerings beyond intake. Explicitly not Required No formal credential or paralegal certification required. Deep domain fluency on its own is enough. Logistics Full-time employee. Salary range: $150,000 to $200,000 , depending on experience, demonstrated scope, location, and qualifications. Ideally based in the New York City area, with flexible hybrid expectations. Caliber will consider exceptional candidates based elsewhere in the United States. Remote candidates must be willing to spend approximately one week per quarter working with the team in New York. Equity will be included as part of the overall compensation package.