About the role
The Manager of Intake Operations is a high-impact leadership role responsible for driving the strategic execution, operational performance, and cultural excellence of TopDog Law’s intake department. Overseeing both the Supervisor of Intake Specialists and the Supervisor of Senior Intake Specialists, this leader ensures both high-volume and high-value intake functions deliver exceptional client experiences and conversion outcomes.
As a leader within the operations team, this role is accountable for aligning the intake function with the broader vision and objectives of the Operations Department—executing with discipline, agility, and a relentless focus on outcomes. The Senior Manager plays a pivotal role in scaling processes, optimizing performance, and building a unified intake culture that supports growth and client advocacy.
What you'll do
- Operational Leadership & Vision Execution: Drive the execution of the Operations Department’s strategic vision across the intake function by ensuring operational discipline, scalable processes, and data-driven decision-making.
- Team Oversight: Lead and mentor the Intake Supervisor team, which manages both general intake and White Glove intake teams. Establish expectations, coach for high performance, and promote cross-team alignment and collaboration.
- Performance Ownership: Maintain full accountability for all intake KPIs—including conversion, contact rate, speed-to-lead, service levels, and quality—across all communication channels (phone, chat, SMS, and web form).
- White Glove Intake Execution: Ensure high-touch, empathetic service and case qualification excellence for catastrophic and high-value leads handled by the Senior Intake Specialist team.
- Process Optimization: Design and refine workflows, escalation protocols, and SOPs that increase efficiency, maintain compliance, and enhance the client journey.
- Cross-Functional Collaboration: Serve as the strategic intake partner to Workforce Management, Quality Assurance, Learning & Development, and Operations Reporting & Analytics. Collaborate on forecasting, scheduling, quality calibration, training enhancements, and data visibility.
- Technology & Tool Strategy: Partner with CRM and IT teams to continuously improve Salesforce workflows, omnichannel contact systems, and agent assist tools. Identify opportunities for automation and AI that elevate intake performance.
- Client-Centered Culture: Embed a culture of accountability, empathy, and results throughout the intake department. Lead with clarity and purpose, ensuring teams understand how their performance supports firm-wide goals.
- Escalation & Risk Management: Manage high-impact escalations and client issues with sound judgment, discretion, and collaboration across legal and operations teams.
- Talent & Succession Development: Build bench strength by developing internal leaders, supporting professional growth, and fostering career pathways across the intake department.
Qualifications
- 5+ years of leadership experience in legal intake, contact center management, or operations, including 2+ years managing managers or supervisors.
- Demonstrated ability to lead large, diverse teams across specialized functions (e.g., high-volume and high-value intake).
- Strong understanding of performance management, lead conversion strategy, and CRM system workflows (preferably Salesforce).
- Experience partnering with multiple operational support functions (WFM, QA, Training, Reporting).
- Excellent communication, analytical, and executive presence.
Preferred Qualifications:
- Legal industry experience, especially in personal injury or mass tort law.
- Knowledge of AI-driven intake tools, agent assist technology, and omnichannel operations.
- Project management or change management experience.
- Bilingual (English/Spanish) is a plus.
Work Environment & Schedule
- May require schedule flexibility to support multiple time zones or shifts.
- This role will be remote with occasional travel for leadership meetings, training, or team development.
Physical Requirements:
- Ability to sit for extended periods while working on a computer
- Adequate visual, auditory, and manual dexterity to perform essential duties