Intake Manager - Phoenix

Intake Manager - Phoenix Lisinski Law Firm, Tempe, Arizona, United States – Executive/Management About the Role The Intake Manager is accountable for end‑to‑end conversion performance, coaching effectiveness, and operational execution for an intake team operating in virtual or in‑office modalities. This role leads and develops Intake Leads and Specialists, builds a disciplined coaching culture, and ensures consistent performance, compliance, and client experience standards. Your Key Contributions Job Functions & Responsibilities Lead, develop, and hold accountable a team of Intake Leads and Specialists, establishing clear expectations, performance standards, and coaching rhythms. Own conversion performance across your full span of control by analyzing performance data, identifying root causes of gaps, and implementing corrective actions with urgency. Develop Intake Leads into effective coaches and people leaders by strengthening their ability to observe consultations, evaluate performance, and independently drive improvement. Conduct structured 1:1s with Leads and direct reports, reviewing individual and team performance, coaching effectiveness, and development priorities. Review consultation recordings, dashboards, and CRM data to identify patterns, coaching opportunities, and escalation needs. Serve as the escalation point for complex, sensitive, or high‑stakes client situations requiring manager‑level judgment. Lead daily team huddles to reinforce priorities, review performance, align on execution, and sustain accountability and engagement. Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities, escalating insights with data and recommended actions. Partner with Training and QA to ensure firm standards are reinforced through frontline coaching and QA findings translate into corrective action. Manage performance at all levels, including recognition and development of top performers, structured PIPs, and decisive action on persistent underperformance. Participate in hiring decisions for Intake Lead and Specialist roles, applying established evaluation criteria and gold‑standard expectations. Ensure compliance with firm policies, CRM documentation standards, QA protocols, and operational requirements. Step in to conduct consultations when required due to volume or coverage needs, modeling the selling framework and consultation standards expected of all Specialists. What Makes You a Great Fit Key Competencies and Skills Decision Quality – exercises sound judgment in high‑stakes situations, performance management decisions, and escalation scenarios. Directs Work – provides clear daily direction, ensuring the team understands priorities, expectations, and how to execute effectively. Builds Effective Teams – develops a high‑performing team by observing consultations, delivering specific coaching, accelerating ramp‑up for new hires, and fostering accountability and morale. Collaborates – partners closely with leadership, escalating trends with supporting data and recommended actions, and aligning on staffing, performance, and operational priorities. Instills Trust – builds confidence and credibility with direct reports by setting clear expectations, providing fair and consistent coaching, addressing performance issues, and modeling the selling framework. Analyzes performance data to identify trends, diagnose gaps, and inform coaching priorities. Manages client escalation with sound manager‑level judgment and resolution skills. Minimum Education and Experience Requirements High school diploma required; Bachelor’s degree preferred. 3–5 years in a consultative sales role with demonstrable conversion performance results. 2–4 years of previous experience leading a team. Immigration, legal services, financial services, or consultative professional services experience preferred. Bilingual (Spanish/English) B2‑C1 required. Work Schedule Monday to Friday, 8:30 am to 5:30 pm local time. People Leadership and Management Executes supervisory responsibilities in accordance with the Firm’s policies and applicable laws. Provides guidance, support, and direction to team members; conducts performance evaluations; fosters a collaborative and inclusive work environment; ensures adherence to Firm policies and procedures; and contributes to team member development and operational goals. How You'll Benefit Lisinski Law Firm provides a comprehensive benefits package that supports the diverse needs of employees and their families. 401(k) Match Medical, Dental & Vision Insurance Options for Health Savings Account or Flexible Spending Account Dependent Care FSA Basic Life Insurance Voluntary Life & AD&D Disability Insurance Voluntary Accident InsuranceVoluntary Hospital Indemnity Insurance Employee Assistance Program Calm App Subscription Physical Demands & Work Environment Employee is regularly required to sit (primarily), stand or walk; handle or feel objects, reach with hands and arms; talk and hear. Vision abilities required include close vision, distance vision, and ability to focus. Employee must be able to lift up to five (5) pounds without assistance. Employee may work from an assigned office location or home office and may need to travel as required by the Firm. Disclaimer The information contained within this description is designed to indicate the general nature and necessary level of work performance by any employee within this position. It is not intended to be an all‑inclusive inventory of duties, responsibilities, and position requirements. Salary 58,000 – 62,750 USD per year (Phoenix) #J-18808-Ljbffr Lisinski Law Firm