Intake Manager

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 minutes
• Conversion Rate: 70–80% conversion of qualified leads to signed cases
• Team Productivity: Average of 5 new qualified intakes per team member per day
• Quality Compliance: 95% call monitoring score on empathy, professionalism, and script adherence
• Employee Retention: 90% team retention over 12 months
• Reporting 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 operations
• Wants it: Desires to lead a fast-paced, purpose-driven team with high standards and big goals
• Capacity: 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 goals
• Strong knowledge of intake CRMs (e.g. Lead Docket, Filevine, or similar) and advance level computer skills (Microsoft suite)
• Excellent written and verbal communication skills
• Highly organized with strong analytical and problem-solving abilities
• Bilingual a plus

Compensation & Benefits

• Competitive salary plus performance-based incentives
• Medical, dental, vision insurance
• 401(k) with employer match
• Paid time off holidays
• Opportunities 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 vulnerable—and you’re passionate about turning first impressions into lasting client relationships—we’d love to connect. Please submit your resume and a short cover letter outlining your leadership experience and vision for intake excellence.