Intake Manager (Administrative)
Position Summary
We are a fast-growing, high-impact personal injury law firm seeking an experienced Intake Manager to lead our front-line client engagement team. As the first point of contact for potential clients, the Intake Department plays a critical role in our mission to serve those who have been injured and are seeking justice.
The Intake Manager will be responsible for overseeing a team of intake specialists, optimizing intake systems and processes, and ensuring that every qualified lead is captured, nurtured, and converted efficiently and compassionately. This is a leadership role for someone who thrives on people management, process improvement, and delivering exceptional client experiences.
Roles & Responsibilities (EOS Accountability Chart)
Key Roles:
Team Leadership & Coaching: Lead, mentor, and develop a high-performing intake team of 10+ employees. Conduct regular L10 meetings, feedback sessions, and performance reviews.
Process Optimization: Review Intake calls and ensures appropriate feedback to the Intake Specialist regarding intake workflows, scripts, call handling, lead tracking, and CRM usage.
Lead Management: Ensure prompt follow-up on all inbound leads from phone, web, referral, and chat sources.Quality Assurance: Monitor calls and case evaluations for quality, empathy, compliance, and accuracy. Reporting & Metrics: Track conversion rates, call response times, team productivity, and other KPIs. Present regular reports to leadership.Collaboration: Work closely with marketing, attorneys, and case managers to align intake efforts with firm goals.
Scorecard (Success Metrics)
Lead Response Time: 100% of inbound leads contacted within 15 minutesConversion Rate: 7080%+ conversion of qualified leads to signed casesTeam Productivity: Average of 5+ new qualified intakes per team member per dayQuality Compliance: 95%+ call monitoring score on empathy, professionalism, and script adherenceEmployee Retention: 90%+ team retention over 12 monthsReporting Accuracy: Weekly reports delivered on time with 100% data integrity
Ideal Candidate Criteria (EOS Right People, Right Seat)
Core Values Match:
? Empathy First every caller deserves care and respect
? Results Matter we track it, we own it
? Be Proactive solve problems before they happen
? Team Over Ego we rise together
? Honor the Mission serve injured people with excellence and integrity
GWC (Gets it, Wants it, Capacity to do it):
Gets it: Understands the urgency, sensitivity, and strategy behind successful intake operationsWants it: Desires to lead a fast-paced, purpose-driven team with high standards and big goalsCapacity: Proven leadership experience, tech-savvy, and thrives under performance metrics
Qualifications
5+ years of experience in a legal intake, call center, or client services leadership role (personal injury or high-volume firm preferred)Ten or more years sales management experience preferred. Must be proficient in analyzing operational metrics to develop and implement strategic organizational and individual performance improvements. Ability to work in a fast-paced deadline-driven environment to achieve departmental and personal professional goalsStrong knowledge of intake CRMs (e.g. Lead Docket, Filevine, or similar) and advance level computer skills (Microsoft suite)Excellent written and verbal communication skillsHighly organized with strong analytical and problem-solving abilitiesBilingual a plus
Compensation & Benefits
Competitive salary plus performance-based incentivesMedical, dental, vision insurance401(k) with employer matchPaid time off + holidaysOpportunities for advancement in a firm that values leadership and purpose
How to Apply
If you're ready to lead a team that serves clients at their most vulnerableand youre passionate about turning first impressions into lasting client relationshipswed love to connect. Please submit your resume and a short cover letter outlining your leadership experience and vision for intake excellence.
