Director of Intake - Legal (Personal Injury Plaintiff Firm)

West Hollywood, CA (On-Site)$150,000+ Base + BonusA rapidly growing, multi-state plaintiff-side law firm is seeking a Director of Intake to lead the strategy, performance, and day-to-day operations of its Intake Department. This individual will oversee a team responsible for converting inbound leads into qualified clients across multiple practice areas while driving operational excellence, process improvement, and measurable business growth.ResponsibilitiesLead, mentor, and develop a high-performing intake team.Own intake department performance, accountability, and KPI management.Manage the full intake lifecycle from initial inquiry through client sign-up and handoff.Analyze and improve key metrics including speed-to-lead, contact rate, qualification rate, conversion rate, and follow-up compliance.Partner with Marketing and Executive Leadership to evaluate lead quality, campaign performance, and client acquisition strategies.Develop and optimize intake workflows, scripts, SOPs, quality-control processes, and qualification standards.Build reporting, dashboards, and forecasting models to support data-driven decision making.Ensure accurate CRM and case management system utilization and data integrity.Support expansion into new markets by implementing scalable intake processes and infrastructure.Serve as the primary escalation point for intake-related operational issues and client concerns.Qualifications5+ years of experience in legal intake, law firm operations, client acquisition, sales leadership, or a related field.Proven experience managing, coaching, and developing teams.Strong understanding of lead conversion, intake operations, and performance management.Highly analytical with experience utilizing KPIs, dashboards, reporting tools, and operational data to drive results.Experience creating processes, improving workflows, and implementing operational efficiencies.Strong communication, leadership, and problem-solving skills.Experience with CRM, intake, or case management platforms required.Law firm experience strongly preferred, particularly within high-volume consumer-facing practices.BenefitsBase salary of $150,000+ DOEPerformance-based incentive opportunitiesMedical, dental, vision, and life insurance401(k)Paid time offCareer advancement and leadership growth opportunities