Job Description
Job DescriptionBenefits:
- 401(k)
- Competitive salary
- Paid time off
- Training & development
The Intake Operations Manager is responsible for overseeing the firms intake function from initial lead engagement through signed client and handoff to downstream teams. This role owns performance, process, and personnel across all front-end intake channels, ensuring consistent conversion, high-quality client experience, and operational efficiency.
Key Responsibilities
Intake Operations & Performance
- Oversee daily operations of the intake team, including AI systems, Openers, Legal Consultants, and Support Representatives
- Drive conversion from lead to retained client through structured workflows and performance management
- Monitor and report on key intake KPIs, including contact rate, conversion rate, show rate, and intake quality
- Identify bottlenecks and implement process improvements to increase efficiency and revenue capture
AI & Systems Integration
- Partner with internal and external stakeholders to optimize AI tools used in intake
- Continuously refine automation, scripting, and workflows to improve speed and accuracy
- Ensure proper utilization of CRM and intake systems, including data integrity and tracking
Marketing Collaboration
- Work closely with the marketing team to align lead flow, campaign performance, and intake capacity
- Collaborate on development and expansion of the attorney referral network
- Provide feedback on lead quality and campaign performance to improve ROI
SOPs, Tracking & Compliance
- Own creation, implementation, and continuous improvement of all intake SOPs, templates, and workflows
- Ensure proper documentation and adherence to processes across the team
- Maintain accurate tracking and reporting systems for all intake activity
Training, Coaching & Team Development
- Train and onboard new intake staff across all roles (AI, Openers, Legal Consultants, Support)
- Provide ongoing coaching, call reviews, and performance feedback
- Establish clear expectations, accountability structures, and development plans
Cross-Department Coordination
- Ensure smooth handoff of retained clients to admin, medical, and claims teams
- Collaborate with downstream departments to improve intake quality and reduce friction
- Act as the primary point of contact for all intake-related operational issues
Scope of Role
- Direct oversight of intake-facing team members only (AI, Openers, Legal Consultants, Support Reps)
- No responsibility for admin, medical, or claims teams
- Full ownership of intake performance, processes, and front-end client experience
Success Metrics (KPIs)
- Lead-to-client conversion rate
- Speed to contact / response time
- Intake completion rate
- Show rate for consultations
- Quality of file handoff to downstream teams
- Team productivity and adherence to SOPs
Additional Duties
- Perform other duties and responsibilities as assigned to support firm operations and growth