Intake Operations Manager | Personal Injury

The Ward Law Group

About the role

The Intake Manager is responsible for leading, developing, and managing a high-performing Intake Department that delivers exceptional client service, maximizes qualified case sign-ups, and ensures operational excellence. This role oversees Intake Case Managers and support staff, drives departmental KPIs, improves client retention, manages escalated client concerns, and implements processes that enhance productivity and quality.

Key Responsibilities

• Lead, mentor, and develop Intake Case Managers and support staff.

• Conduct regular coaching sessions, performance reviews, and accountability meetings.

• Establish individual and team goals aligned with departmental objectives.

• Develop future leaders through ongoing coaching and training initiatives.

• Promote a culture of accountability, collaboration, and excellence.

• Oversee all intake operations from initial contact through case assignment.

• Ensure consistent application of intake procedures and qualification standards.

• Develop and implement best practices for client onboarding and case screening.

• Partner with attorneys and operational leaders to improve intake performance.

• Ensure exceptional client service and responsiveness.

• Act as the primary escalation point for complex client concerns.

• Contact clients considering termination of services and work to preserve client relationships.

• Conduct exit interviews and identify opportunities for service improvement.

• Respond to escalations originating from leadership, social media, email complaints, and client concerns.

• Develop and monitor department KPIs, including:

  • Sign-up conversion rates
  • Call response times
  • Client satisfaction scores
  • Client retention rates
  • Productivity metrics
  • Quality assurance results

• Analyze performance trends and implement improvement strategies.

• Create action plans to address underperformance and drive results.

• Develop quality assurance standards and audit processes.

• Monitor compliance with firm policies and legal requirements.

• Conduct file reviews and quality audits.

• Ensure accurate documentation and record management practices.

• Prepare and present weekly and monthly performance reports.

• Analyze operational data to identify trends and opportunities.

• Recommend and implement workflow improvements and technology solutions.

• Partner with leadership to establish strategic goals and departmental initiatives.

Qualifications

• 5+ years of intake management experience

• 3+ years managing 10+ employees

• Personal injury law firm experience

• Bilingual English/Spanish

• High-volume intake environment

• KPI ownership and reporting

• Client retention/escalation experience

• Hiring, coaching, and performance management

• Managed 20+ intake staff

• Managed team leads/supervisors

• Experience with Litify or Salesforce

• Proven improvements in:

  • Sign-up rates
  • Client satisfaction
  • Retention rates
  • Productivity metrics

• Experience reporting directly to firm leadership

Required Work Location

This is a full-time, on-site position based in our Miami Lakes, Florida office. Candidates must be able to work in the office five (5) days per week, Monday through Friday. Remote, hybrid, or flexible work arrangements are not available for this role. Applicants must reside within a reasonable commuting distance of Miami Lakes, FL or be willing to relocate prior to their start date.

Disclaimer

This position performs settlement and negotiation-related activities under attorney supervision and does not provide legal advice or perform duties requiring a licensed attorney.

Additional Information

Eligible employees enjoy a competitive benefits package, including:

• Medical, Dental & Vision Insurance
• Company-paid Life Insurance
• Short-Term Disability
• Long-Term Disability
• Supplemental Insurance Options
• 401(k) with Company Match
• Paid Time Off
• Employee Assistance Program (EAP)

Join Our Team At The Ward Law Group, every role contributes to changing lives. If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high-performing legal team, we'd love to hear from you. Apply today and become part of a team committed to excellence, accountability, and changing lives—one client at a time.

The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.