Business Systems & Implementation Manager

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Ovation Law Firm

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

👥 B2C

B2C

Ovation Law Firm is a California-based personal injury law firm that represents accident and injury victims across the state. The firm focuses on car, truck, rideshare (Uber) and motorcycle accidents, pedestrian and dog-bite injuries, spinal cord injuries, and lemon law matters. Ovation offers contingency-fee representation (clients pay nothing unless the firm wins), handles upfront case costs, provides 24/7 availability, free case evaluations, and multiple California offices with willingness to meet clients at their location; it also coordinates with licensed co-counsel for out-of-state matters.

📋 Description

• Serve as the primary liaison between business stakeholders and technical resources • Gather, document, and prioritize business requirements across departments • Analyze existing workflows and identify opportunities for automation, efficiency, and scalability • Translate business requirements into system configurations, workflows, reports, dashboards, and technical specifications • Design solutions that balance business needs, user experience, scalability, and technical constraints • Act as a power user and system expert for Salesforce • Configure and maintain objects, fields, page layouts, flows, validation rules, reports, dashboards, permissions, and automation • Partner with developers when custom development is required • Drive user adoption and ensure system utilization aligns with business objectives • Identify opportunities to automate manual processes and improve data quality • Serve as the business owner and subject matter expert for Five9 • Configure and optimize campaigns, skills, routing, dispositions, IVRs, dialers, reporting, and integrations • Own the end-to-end execution of systems and operational projects • Build project plans, define milestones, manage dependencies, and drive accountability across teams • Continuously evaluate business processes and system performance • Recommend and implement improvements that increase efficiency, reduce errors, improve reporting, and support growth • Manage relationships with Salesforce, Five9, and third-party vendors

🎯 Requirements

• 5+ years of experience in business systems, business analysis, project management, operations, or related roles • Hands-on Salesforce administration and configuration experience • Hands-on experience with Five9 or similar CCaaS/contact center platforms • Experience leading cross-functional projects from requirements gathering through deployment • Strong understanding of CRM systems, contact center operations, workflow automation, and reporting • Ability to translate business requirements into technical solutions • Experience building reports, dashboards, and operational analytics • Excellent communication, organizational, and stakeholder management skills • Preferred Requirements: Salesforce Administrator Certification, Salesforce Advanced Administrator Certification, Five9 Administration experience, Experience with legal intake, personal injury, lead generation, sales operations, or call center environments, Experience with APIs, integrations, ETL processes, and data flows, Experience with SQL, BigQuery, Looker Studio, Power BI, or Tableau, Agile, Scrum, PMP, Lean, or Six Sigma experience

🏖️ Benefits

• Paid Time Off (PTO) • Opportunity to work closely with Leadership in a growing, technology-driven law firm • Long-term growth and stability in a high-impact role