About the role
Job Description
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.
This role requires close attention to speed, accuracy, and client experience across the intake funnel. The ideal candidate is an experienced operations leader with a strong background in intake, client services, or call-center-style operations, and a track record managing distributed or remote teams.
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
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