Intake Manager

About the role

We are looking for an experienced Intake & Client Relations Manager to join our team and lead our Intake and Client Relations departments. In this high-impact leadership role, you will strengthen team accountability, elevate the quality of our intake process, improve reporting accuracy, and guide your team in evaluating personal injury case viability. Your leadership will play a key role in fostering a culture of ownership, coaching and developing team members, and ensuring every prospective client receives an exceptional experience from their very first interaction with our firm.

Responsibilities

• Oversee and lead the Intake and Client Relations teams, comprising approximately 12 employees, ensuring they meet productivity and quality standards.
• Produce accurate and actionable intake performance reports, working closely with the marketing team to ensure reliable data-driven insights.
• Implement performance management strategies including coaching, performance management, corrective actions, and accountability initiatives.
• Guide the team on analyzing case viability, ensuring potentially viable personal injury cases receive appropriate evaluation and guidance throughout the intake process.
• Foster a culture of accountability and ownership, addressing internal conflicts and motivating the team to align with firm standards.

Requirements

• Extensive experience in personal injury case evaluation, including liability analysis, damages, and insurance coverage.
• Proficient in using Excel and other reporting tools to extract, analyze, and communicate meaningful insights.
• Strong ability to coach, motivate, and provide corrective feedback, with a focus on improving team performance and culture.
• Comfortable addressing internal conflicts and enforcing accountability through effective communication and problem-solving skills.
• Ability to interpret operational data without direction and derive business insights to improve intake and client relations operations.

Benefits

• Competitive base salary with performance-based bonus opportunities tied to firm and operational success.
• Comprehensive health and wellness benefits designed to support your overall well-being.
• Insurance offerings that support you through life’s unexpected moments.
• Access to 401(k) to help you build long-term financial security.
• Generous paid time off and firm holidays to support work-life balance.

Why join us

• High-Impact Leadership Role: Lead two critical departments with significant visibility and the opportunity to drive meaningful operational improvements.
• Leadership Exposure: Work closely with the COO, enhancing your leadership skills and strategic influence within the firm.
• Innovative Environment: Join a firm committed to operational improvement and systemic change rather than maintaining the status quo.