Senior Personal Injury- Intake Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Century City, CA, US 5 days ago Requisition ID: 1193 Senior Intake Manager J&Y Law | Century City, CA Join One of California's Fast-Growing Personal Injury/Elder Abuse Law Firms J&Y Law is seeking an experienced Senior Intake Manager to lead and elevate our Intake Department. This is a leadership role responsible for managing a high-performing intake team, improving client conversion, coaching staff, and ensuring every potential client receives exceptional service from the very first interaction. If you are an experienced leader who thrives in a fast-paced environment, understands personal injury law, and is passionate about building successful teams, we want to hear from you. Position Summary The Senior Intake Manager oversees the daily operations of the Intake Department, ensuring prospective clients receive prompt, compassionate, and professional service while maximizing case retention and conversion. This position works closely with firm leadership to develop department strategies, improve performance metrics, implement training programs, and maintain outstanding client satisfaction. Responsibilities Lead, mentor, and develop the Intake Department. Supervise Intake Specialists, Team Leads, and support staff. Monitor daily department performance and production. Coach employees through regular one-on-one meetings. Review call quality and provide constructive feedback. Improve conversion rates from lead to signed client. Develop and implement intake procedures and best practices. Ensure all leads are handled promptly and professionally. Monitor response times and client communication. Analyze KPIs and prepare leadership reports. Partner with Marketing regarding lead quality and intake performance. Coordinate with Pre-Litigation and Litigation teams for smooth case transitions. Resolve escalated client concerns professionally. Assist with hiring, interviewing, onboarding, and performance management. Create department training materials and SOPs. Ensure compliance with firm policies and applicable legal requirements. Foster a positive, collaborative, and accountable team culture. Qualifications Minimum 5 years of Personal Injury Intake experience. Minimum 3 years managing or supervising an intake team. Strong knowledge of California Personal Injury processes. Proven leadership and coaching experience. Experience managing high-volume call environments. Excellent communication and interpersonal skills. Strong organizational and time management abilities. Data-driven with experience analyzing KPIs. Ability to manage multiple priorities in a fast-paced environment. Proficiency with Litify, Salesforce, or comparable CRM systems preferred. Experience with Microsoft Office and Google Workspace. Must be fluent in both English and Spanish (spoken and written). This is a mandatory requirement for the position. Preferred Experience Plaintiff Personal Injury law firm. High-volume intake operations. Call center leadership. KPI development and reporting. Employee performance management. Training and onboarding. Process improvement initiatives. Key Performance Indicators (KPIs) Success in this role will be measured by: Lead response time Client conversion percentage Call quality scores Client satisfaction Team productivity Attendance and accountability The Senior Intake Manager will: Lead by example. Hold employees accountable. Coach with professionalism and respect. Maintain a positive workplace culture. Deliver exceptional client service. Why Join J&Y Law? At J&Y Law, we believe our people are our greatest asset. We invest in our employees by providing opportunities for growth, leadership development, and career advancement while maintaining a collaborative and team-oriented culture. You'll have the opportunity to make a meaningful impact by helping build one of California's premier Personal Injury law firms. Competitive salary (DOE) Performance bonus opportunities Paid Time Off Paid Holidays 401(k) with Matching Career growth within a rapidly expanding law firm #J-18808-Ljbffr J