Strategy & Operations, Demands

About this role

About Finch We’re building the applied AI platform for consumer law. Legal is the largest services market in the global economy, and consumer law drives tangible, customer outcomes. Our purpose-built platform combines AI agents and legal operators to reduce manual work, enabling firms to serve far more people and expand access to justice. 77% of Americans who'd benefit from a lawyer never get one and we’re broadening how technology impacts real life outcomes. We’ve started with consumer law (a $120B+ market), and demand has come fast: more than 150 firms run on Finch; we're growing 1,000%+ year-over-year. Finch was founded by a team of technologists and operators from backgrounds across scale-ups, legal operators, enterprise software, and financial institutions, and law firms. We’re backed by top VCs like Sequoia and Redpoint, and consistently looking to add top talent who wants to build in AI. Explore life at Finch for more. What you’ll do You’ll own the operating system behind demand quality and delivery. The goal is to reduce rework and increase throughput while ensuring each law firm’s requirements are built into how the work gets done. • Establish a clear view of letters requested, delivered, completed on time, and returned for changes. • Read real letters, question assumptions, and investigate errors to identify the underlying causes of rework. • Create one source of truth for customer requirements, identify where the system falls short, and close those gaps. • Build practical workflows, tools, or automations yourself and scope larger changes with engineering. Ship improvements each week, using automation where it helps and clear checks where judgment is essential. • Build quality controls, backup coverage, and repeatable workflows. Own adoption and measure the results so quality holds as volume grows without depending on you. • Turn customer feedback into actionable requirements and communicate clearly about what has changed. • Own the demands roadmap and explore opportunities to improve litigation handoffs or adjacent services. What will make you successful You’ll likely thrive if you have • Experience owning a business metric and improving it in operations, strategy, consulting, or a similar role. • Evidence of building and shipping a tool, workflow, or automation that people actually use. • Responsibility for the quality of a high-volume output where errors have meaningful consequences. • The ability to pull and check your own data, diagnose a problem, and measure whether a fix works. • A strong attention to detail and willingness to inspect individual outputs. • Clear communication with customers and cross-functional teams. • Fast learning, high ownership, and the determination to follow difficult problems through. It’s a plus if you have • Experience shipping improvements with engineers. • Experience in insurance, legal, or healthcare operations. • Experience building with AI tools such as Claude, or using AI in production. • Experience managing contractors or outsourced teams. • Early-stage startup experience. This role may not be for you if • You prefer high-level frameworks to examining the details of actual work. • You are looking to maintain the status quo rather than improve it. • You respond to quality problems only by adding more people. What happens next All S&O applicants go through the same interview process: • Intro: An initial conversation about your background, motivation, and the role. • Interview: A deeper conversation about how you solve ambiguous problems, build systems, and drive work across teams. • Case Assignment: A practical exercise exploring your approach to an operational problem, from diagnosis and prioritization to implementation and measurement. • Onsite: A visit to our NYC office to meet the team, explore the work together, and have lunch.