Project Director

QSF Director

Company Overview: 

Are you passionate about making a tangible impact? Do you thrive in a fast-paced environment where agility is key? At Milestone, we're a team of innovative problem-solvers who are revolutionizing mass tort settlement administration. We champion efficiency, transparency, and education for law firms and their clients after settlement.

Milestone is a high-touch settlement services provider that streamlines mass tort settlement administration through innovative technology while providing bespoke attorney fee deferral services and trauma-informed plaintiff settlement planning. 

Named a fastest-growing company by both Inc. 5000 and The Business Journals, Milestone drives all growth toward building a better legal system for the plaintiff. We are committed to pushing the boundaries of excellence and innovation in the legal industry.

Characteristics of a Milestonian:

Yes, we have a name for ourselves. We call ourselves Milestonians, and you’ll often hear our “To the moon!” catchphrase shouted in the halls of the office or tacked onto the end of Teams calls. We’re not going to say that we’re a family here (frankly, it’s a little weird when companies say that), but we do consider ourselves to be a tight-knit group, bound by our mutual drive and purpose. As such, Milestonians tend to have the following in common. Milestonians are:

• Dependable. Milestonians lean into each situation and project with a proactive spirit. We anticipate needs, identify challenges before they arise, and step up collectively when it matters most. Curiosity fuels our dependability, prompting us to ask “why” and “how” at every turn. This spirit of innovation and creativity drives us to dig deeper into the details, articulate issues, seek smarter solutions, and deliver effective results.
• Empathetic. Milestonians embrace a people-first approach. Trauma-informed empathy is built into our DNA, making strong interpersonal communication, active listening, and genuine support the cornerstones of every interaction. Milestone celebrates diversity of thought and experience, and Milestonians are empowered to contribute their unique perspective. We care about our clients and seek to understand the nuances of others’ experiences.
• Agile. Milestonians find opportunity in the fluidity of our fast-paced, innovative environment. We are able to multi-task and prioritize within the scope of a given project. Challenges spark resourcefulness, prompting us to think critically and strategically, adapt, iterate, and improve. We prioritize flexibility, readily pivoting when needed to ensure the most efficient path to exceeding expectations.
• Principled. Milestonians champion open communication, treating each other with respect and understanding. Maintaining a healthy work-life balance is encouraged, built on a foundation of trust and accountability. Milestone’s commitment to ethical practices permeates both internal operations, as well as every client interaction.

Characteristics of a Milestone QSF Director

In addition to the above, we are looking for a candidate who also uniquely fulfills the specific needs of our QSF Director role.

We are recruiting a QSF Director to work under the Senior Director of QSF Administration, providing exceptional service across a large book of clients. Our ideal candidate is a people person, adept at building and nurturing client relationships while also managing an internal team. This individual is a strong and effective communicator, as agile as he or she is creative, and always motivated by a good challenge.

 Primary Functions & Responsibilities: 

Client Management

• Oversee all account relationship management for mass tort projects 
• Respond to all client/claimant emails and phone calls within one business day 
• Oversee QSF Project Managers and QSF Project Coordinators to ensure administration and reporting communication is timely, accurate, and aligned with Milestone communication standards  
• Identify and escalate client/claimant or operational issues and problems in a timely manner
• Produce work that is of client-facing quality 
• Act with principle and embody Milestone’s values as the face of Milestone to our clients 
• Uphold confidentiality and handle confidential material and information professionally  
• Send data to and receive data from external parties in a secure manner 
• Possess the skill to finesse complex client situations 
• Master an understanding of what firms need and how to navigate high-level requests 
• Use SLAs to direct firm expectations, and know when to prioritize accordingly  
• Provide key transparency between firm and any other vendors involved in the administration process 
• Provide key client insight to leadership to help inform key business development decisions 
• Work alongside Legal Ops to manage firm relationships and provide key insight for business development opportunities  

Project Management

• Coordinate timely and accurate execution of key activities and tasks as outlined in the proposal, orders, project documents, and/or client requests 
• Stay informed with pod members on all active litigations that you oversee  
• Understand key milestones for each project assigned to your pod 
• Oversee QSF Project Analysts to ensure case reconciliation and data integrity are maintained daily across all claimants
• Take ownership of the outcome of the work produced as well as other special projects or process improvement/strategic initiatives as assigned 
• Respond to colleagues in a timely manner to keep project deliverables on schedule 
• Ensure accurate and timely information entry 
• Work with key members of Onboarding and Technology to effectively set up each new QSF project 
• Propose solutions when identifying any problems 
• Appropriately communicate clients’ needs internally 
• Be dependable and agile 
• Master knowledge of Milestone technology systems, understanding what they are used for, and how they impact different departments and processes  

People Management

• Manage your pod of associates to ensure your law firm accounts are satisfied 
• Coordinate with other operational groups and effectively delegate tasks to the appropriate team member(s) while retaining responsibility for successful completion of the task 
• Practice leadership in everything you do 
• Communicate with empathy 
• Provide context and transparency while maintaining a professional and respectful tone  
• Request assistance with both detail and humility 
• Participate in necessary managerial trainings and associate review initiatives 
• Serve as your pod’s lead resource for training, shadowing, and any mentorship needs
• Participate in development and execution of training material for new hires 
• Conduct interviews and build pod with effective talent 

Requirements & Qualifications:

• Bachelor’s Degree, MBA preferred
• 5 years of professional legal experience with a background in mass tort, class action, personal injury settlements, with knowledge of all legal services surrounding the pre and post settlement litigation phase
• 3 years of management experience in a medium-sized organization with at least 30 employees
• 2 years of high-level understanding and management of P&L
• Proficiency in technology tools such as Salesforce
• Advanced understanding of MS Office Suite, including MS Word, Excel, and Outlook (i.e., Pivot Tables, V/XLOOKUP, Macros, Data Validation tool suite, Mail Merge, etc.)
• Analyze, interpret, and communicate high volume case data within Excel
• Experience in case management software a plus
• Must be able to meet deadlines, wear multiple hats, maintain flexibility to pivot as needed throughout the day, and thrive in pressure situations
• Maintain a high degree of attention to detail and professionalism in working with various clients, time-sensitive materials, and confidential matters
• Exceptional interpersonal/communication skills, both written and verbal, with an emphasis on managing time, documents, projects and relationships with law firm clients and vendor collaborators 
• Must be a self-starter able to work independently under minimal supervision, but also take direction/guidance well and function efficiently as part of a collaborative team
• Ability to effectively prioritize, organize, and juggle multiple tasks/projects/deadlines simultaneously
• A keen sense of urgency/time management relating to all duties
• Maintains a variety of specialized files and ensures confidentiality

Job Specs & Details:

• Headquartered in Buffalo, New York, or remote options 
• Hours: Monday–Friday 9am-5pm ET
• Salary commensurate with experience 
• 401(k) w/match
• Health, dental, & vision insurance
• Generous paid time off
• Paid maternity/paternity leave

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Milestone is an equal opportunity employer and welcomes candidates from all backgrounds to apply. We are committed to creating a diverse and inclusive workplace.