Vice President

Data-Driven Decision Making:

Experienced - Focused - Results Driven

At Intake Solutions of America, we have one mission: Turning law firm leads into cases. ISA offers 24 hours a day/7 days per week tailored intake dialogues that lead to contact conversions. Our specialty is serving personal injury and related practice area law firms across the nation.

What’s in it for you?

• Starting Salary: $150000 / year..Bonus plan.
• Inclusive and diverse working environment.
• Positive and team-driven culture.
• Personalized development plans to support your career growth.
• Innovative technology and case management systems.
• Competitive Salary and bonus program.
• Medical Plan Options (including a zero-dollar premium High-Deductible Heath Plan option for employee-only coverage).
• Dental Plan Option.
• Virtual Healthcare Access.
• Health Savings Account and Flexible Spending Account Options.
• 401k plan with an employer match.
• Disability Insurance Options (with employer-paid Long-Term Disability).
• Life Insurance Options (with employer-paid Basic Life Insurance).
• 11 Company paid holidays.
• Paid Time-Off.
• Employer-paid Employee Assistance Program.
• Employer-paid Benefits Assistance/Advocacy Program.

How will you contribute to our team?

Responsible for leading and managing the overall operations, strategy, and performance of Intake Solutions of America. This leadership role ensures the execution of all contact center performance goals, delivers exceptional customer service, and operates efficiently within budgetary constraints. The Vice President will lead a team of managers and supervisors, drive process improvements, and ensure adherence to industry best practices and compliance standards. Ensures that all prospective client inquiries are handled efficiently and with the highest level of service. This role requires a strategic leader who can streamline processes, improve conversion rates, and ensure client firms are capturing and retaining high-quality leads. The Vice President optimizes client acquisition, enhances client relationships, and drives business development and revenue growth for Intake Solutions of America.

Key Responsibilities:

Leadership & Strategy:

• Lead and oversee business operations, including managing a team of intake specialists and supervisors.
• Develop and implement strategies for new associated firm relationships.
• Develop and implement strategies to improve lead conversion rates and ensure prospective clients are promptly and professionally engaged.
• Set performance goals and KPIs, ensuring that objectives align with the overall goals of client firms.
• Continuously monitor industry trends, legal market developments, and other strategies to optimize intake processes.

Client Intake Process Management:

• Oversee the design and optimization of workflows, ensuring that intake processes are streamlined, effective, and client centric.
• Implement best practices for screening potential clients, ensuring all necessary information is gathered and cases are evaluated quickly and efficiently.
• Ensure intake staff follow up promptly on all leads, providing clear communication and excellent customer service.
• Proactively manages and evaluates a 24/7 staffing model.

Data-Driven Decision Making:

• Analyzes metrics and performance data to make informed recommendations to the President for process improvements, growth strategies and to drive revenue.
• Track conversion rates, lead sources, and staff performance to assess opportunities for improvement and innovation.
• Utilize CRM systems and intake software to ensure effective management of client data and lead tracking.

Collaboration & Communication:

• Work closely with marketing, legal teams, and other departments within partner firms to ensure alignment in client acquisition and retention efforts.
• Coordinate with the client firm’s leadership team to ensure intake strategies align with business development goals.
• Foster a collaborative environment that encourages communication, continuous learning, and process innovation.

Training & Development:

• Mentor and coach intake staff, providing regular feedback, performance evaluations, and opportunities for professional development.
• Ensure all contact center staff members are trained in customer service best practices, legal intake procedures, and compliance with firm policies.
• Establish and maintain a culture of accountability, engagement, and client-first service.

Compliance & Quality Assurance:

• Ensure the contact center complies with all relevant regulations, industry standards, and company policies.
• Develop and oversee quality assurance programs to monitor and improve service levels and compliance adherence.

Technology & Tools:

• Leverage technology and tools such as CRM systems, intake management software, and communication platforms to improve team efficiency and client experience.
• Stay current on new technology solutions that could enhance intake operations and recommend tools that support growth objectives.

Vice President qualifications:

• Bachelor’s degree required, advanced degree in business, law, or a related field preferred.
• Minimum of 8-10 years of experience in strategic leadership of client intake, sales, or business development within a law firm or similar professional services environment.
• Proven experience in managing and leading large teams, particularly in a high-volume, fast-paced setting.
• Strong knowledge of personal injury law and the legal intake process is highly desirable.
• Excellent verbal and written communication skills with a customer-first attitude.
• Proficient in CRM software, intake management systems, and data analysis tools.
• Strong problem-solving skills and the ability to make data-driven decisions.
• Ability to work collaboratively across departments and with senior leadership.
• Travel required.

Key Competencies:

• Leadership and team management
• Strategic planning and innovation
• Customer service excellence
• Data analysis and performance monitoring
• Process improvement and workflow optimization
• Strong communication and interpersonal skills

If you are a strategic leader with experience in business development, we want to hear from you! Apply today for our Vice President opportunity and help us lead our innovative approach to contact center client engagement!

Job Type: Full-time

Pay: From $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Location:

• North Carolina (Required)

Work Location: Remote

Salary : $1,000 - $150,000