Client Intake Sales Operations Manager (On-site)

Position Summary

We are seeking a Client Intake Operations Manager to lead the day-to-day operations of our growing Intake team. This is a key leadership role responsible for overseeing a team of 40-60 intake specialists and coordinators, including both domestic and overseas staff, and ensuring every prospective client moves smoothly and efficiently from first contact through case onboarding.

Key Responsibilities

• Lead and manage a team of 40-60 intake staff, including performance oversight, scheduling, and resource planning.

• Own the end-to-end intake workflow, from initial client inquiry through qualification, documentation, and handoff to the Sales/Legal teams.

• Maintain intake process documentation, define clear ownership at each step, and hold the team accountable to service-level standards.

• Identify bottlenecks in the intake pipeline and lead process redesign efforts to reduce response time and improve conversion.

• Manage and optimize CRM and intake software platforms; build dashboards to track call volume, response time, and conversion rates.

• Partner closely with Sales, Legal, and Marketing teams to ensure leads are qualified, routed, and followed up on correctly.

• Develop training materials, SOPs, and KPIs for intake staff; support hiring and onboarding with HR.

• Track daily, weekly, and monthly intake metrics and report performance insights to senior leadership.

Qualifications

• 4+ years of experience in client intake, call center operations, or business operations, preferably in a high-volume professional services or legal setting.

• Demonstrated success managing mid-to-large teams (40+ individuals), including offshore and remote staff.

• Strong experience with CRM tools (e.g., Salesforce, HubSpot) and intake/case management software.

• Fluent or highly proficient in Spanish is strongly preferred.

• Excellent organizational, leadership, and communication skills.

• Comfortable balancing strategic process improvement with hands-on daily management.

• High attention to detail and a proactive, metrics-driven approach to problem-solving.

Additional Information

• Benefits: Our law firm offers eligible employees a comprehensive benefits package that includes medical, dental and vision insurance coverage. We also provide eligible employees with flexible time off plans including Unlimited Paid Time Off (PTO), and paid holidays.

• Department: Sales

• Employment Type: Full Time

• Location: California

• Workplace type: On-site

• Compensation: $120,000 - $180,000