Senior Manager, Intake

About the role

Intake is the first point of contact for injured claimants and the engine that converts inbound leads into signed clients. We're looking for a Senior Manager, Intake to own the performance, scale, and quality of a large, distributed intake operation that spans in-house staff and nearshore/BPO partners. This is a hands-on leadership role for someone who has run high-volume intake or contact-center teams at scale, knows how to get the most out of outsourced and nearshore vendors, and is fluent in the systems and technology that keep a modern intake operation running. You'll be measured on speed, conversion, quality, and client experience, and you'll have the mandate to redesign process and tooling to move all four.

What You'll Do

• Lead the intake operation: Manage a large, multi-site intake team (in-house and remote), including team leads, supervisors, and intake specialists across time zones. Own daily service levels, staffing coverage, and schedule adherence across a high-volume, extended-hours (often 24/7) operation. Coach and develop supervisors; build career paths, performance plans, and a culture of accountability and empathy toward injured clients.
• Manage nearshore / BPO partnerships: Own the day-to-day relationship with nearshore and BPO vendors, defining SLAs, KPIs, and vendor scorecards, and holding partners accountable to them. Lead vendor selection, onboarding, ramp planning, and capacity forecasting; partner on hiring profiles, training curricula, and quality calibration. Manage bilingual (English/Spanish) intake coverage and ensure consistent quality and compliance across all sites, regardless of location or vendor. Conduct regular business reviews (WBRs/QBRs) and drive continuous improvement on cost-per-signed-case and conversion.
• Own performance and metrics: Define, track, and improve core intake KPIs: speed-to-lead, contact and connect rates, lead-to-retainer conversion, sign-up/retention rate, abandonment, and quality/QA scores. Build dashboards and reporting that give leadership real-time visibility into pipeline, funnel drop-off, and vendor performance. Diagnose bottlenecks across the funnel and run experiments to lift conversion and reduce time-to-sign.
• Own the systems and process: Serve as the operational owner of the intake tech stack, CRM/case-management, lead management and routing, telephony/dialer, e-signature, and workforce-management tools. Design and document intake workflows, call scripts, screening criteria, disqualification logic, lead routing, and follow-up cadences. Partner with cross-functional stakeholders to configure and optimize systems, automate manual steps, and ensure clean data flow from first contact through signed retainer. Build and maintain a QA/call-monitoring program with scorecards, calibration sessions, and coaching feedback loops.
• Partner cross-functionally: Work closely with Marketing on lead quality, source performance, and speed-to-lead handoffs. Coordinate with Case Management / Legal on clean case handoffs, sign-up packets, and documentation standards. Ensure the operation stays compliant with applicable rules on client solicitation, consent, call recording, and data privacy.

What You Bring

• 6+ years of intake, contact-center, or client-services operations experience, including 3+ years managing large teams (typically 30+ agents directly or through supervisors).
• Personal injury, mass tort, or legal-services intake experience.
• Bilingual (English/Spanish) or experience managing bilingual/LATAM nearshore operations.
• Direct experience managing nearshore and/or BPO/outsourced teams, including SLA definition, vendor management, scorecards, and capacity/ramp planning.
• Proven track record managing large remote/distributed teams and hitting service levels across multiple sites and time zones.
• Working command of the systems that govern an intake operation: CRM / case-management platforms (e.g., Litify, Salesforce, Filevine, SmartAdvocate, CasePeer, Lead Docket), dialers/telephony (e.g., Five9, Genesys, RingCentral, Twilio), lead-routing, e-signature, and workforce-management tooling.
• Fluency with intake/contact-center metrics and the ability to turn data into action.
• Strong people-leadership, coaching, and communication skills.

Benefits & Perks

• Choice of medical, dental, and vision insurance plans for you and your family.
• Additional insurance coverage options for life, accident, or critical illness.
• Flexible paid time off, sick leave, short-term and long-term disability.
• 10 US observed holidays, and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees and RRSP for Canada-based employees.
• Paid parental leave.
• A local in-person meet-up program.
• Hubs in San Francisco and Toronto.

Pay

Compensation Range: $129K - $152.5K