Director of Intake

About Vital Marketing:

Specializing in the dynamic world of personal injury law, Vital Marketing delivers bespoke marketing strategies that connect law firms with individuals seeking expert legal services. Through a blend of search engine optimization, targeted advertising, and compelling design, each narrative is crafted to stand out in a competitive digital landscape, ensuring the message resonates with the intended audience.



About the Role:

We are seeking a highly motivated and experienced Director of Intake to lead our talented team. In this critical role, you will oversee all aspects of the intake process, ensuring that every potential client receives exceptional service and has the best possible experience from their first interaction with our firm. This is a senior-level operational leadership position focused on converting leads into cases, driving performance, and ensuring client satisfaction.

Responsibilities:

Leadership and Team Management:

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently convert leads into signed client agreements.
• Foster a culture of growth, accountability, and continuous development within the team.
• Build and maintain a strong employee engagement culture that drives retention.
• Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for professional development.

Intake Process Optimization:

• Oversee all aspects of the intake process, from initial inquiry to case evaluation and conversion.
• Develop and implement strategies to optimize intake conversion rates, ensuring that qualified leads are efficiently processed and transitioned to the appropriate legal teams.
• Deliver thought-provoking leadership and strategic guidance on operational excellence and strategic business processes.
• Execute strategies to consistently increase efficiency and productivity for Intake agents.

Performance Management:

• Ensure delivery of KPIs, targets & quotas, including day-to-day service levels, customer conversion, quality measures, and compliance measures.
• Develop and maintain an environment of strong organizational leadership that includes effective coaching, recognition, workflow patterns, performance standards, staffing levels, and supervision.
• Measure and evaluate the success of processes and initiatives and make data-driven decisions.

Collaboration and Communication:

• Collaborate effectively with attorneys, paralegals, and other departments to ensure seamless case transitions and consistent client communication.
• Maintain open communication channels with the intake team, providing regular updates, guidance, and support.
• Collaborate with cross-functional departments through effective communication and partnerships that help move the organization forward.

Operational Excellence:

• Evaluate, analyze, and communicate operational requirements.
• Ensure compliance with all firm policies, procedures, and ethical standards related to client intake and data privacy.
• Stay informed about industry best practices and implement innovative strategies to enhance the intake process.

Qualifications:

• Bachelor's degree in business or a related field is preferred.
• 5 years of experience in a high-volume personal injury intake role, with at least 2 years of demonstrated success in a management capacity.
• Experience with cases in Georgia, Texas, Illinois, Alabama, or Tennessee is strongly preferred.
• Experience successfully leading multiple remote teams.
• Proven ability to thrive in a fast-paced, multi-tasking, deadline-driven environment that advocates and supports a change management philosophy.
• Sales-focused mindset; ability to overcome business challenges and create solutions that positively impact performance.
• Effective leadership and analytical skills, including working knowledge of financial statement analysis, staffing models, and scheduling.
• Measurable experience in managing and growing profitable, satisfied accounts and/or relevant account management.
• Ability to organize and manage multiple projects and priorities simultaneously, delivering results on time.
• Logical problem-solving skills, outstanding organizational skills, and dedication to quality and integrity.
• Strong mentoring and interpersonal skills with the ability to effectively manage large teams.
• Familiarity with Legal CRM software.