Senior Intake Manager (Bilingual English/Spanish)

Job Description

Job Description

Direct Counsel is seeking an experienced Senior Intake Manager on behalf of a rapidly growing plaintiff-side personal injury law firm. This leadership position is responsible for overseeing the firm's Intake Department, driving operational excellence, coaching a high-performing team, and ensuring an exceptional experience for prospective clients from their first interaction with the firm.

Responsibilities

• Lead, mentor, and develop the Intake Department, including Intake Specialists, Team Leads, and support staff.

• Oversee daily intake operations and monitor department performance.

• Conduct regular coaching sessions and call quality reviews.

• Develop and implement intake procedures, workflows, and best practices.

• Monitor response times, client communication, and conversion metrics.

• Analyze KPIs and prepare performance reports for leadership.

• Partner with marketing to improve lead quality and intake performance.

• Coordinate with legal teams to ensure smooth case transitions.

• Resolve escalated client concerns professionally and efficiently.

• Assist with recruiting, hiring, onboarding, and performance management.

• Develop training materials and standard operating procedures.

• Ensure compliance with firm policies and applicable legal requirements.

• Foster a collaborative, accountable, and client-focused team culture.

Qualifications

• Minimum 5 years of personal injury intake experience .

• Minimum 3 years of leadership or management experience overseeing an intake team.

• Strong knowledge of California personal injury processes.

• Experience managing high-volume call environments.

• Proven leadership, coaching, and employee development skills.

• Strong organizational, analytical, and communication abilities.

• Experience tracking and improving key performance metrics (KPIs).

• Experience with Litify, Salesforce, or similar CRM systems is preferred.

• Bilingual English/Spanish is required.

Preferred Experience

• Plaintiff personal injury law firm environment.

• High-volume intake operations.

• Call center leadership.

• KPI reporting and analytics.

• Training and onboarding.

• Process improvement initiatives.

• Client experience management.

Compensation & Benefits

• Salary: $120,000 - $150,000 DOE
• Performance bonus opportunities

• Medical, Dental, and Vision Insurance

• 401(k) with company match

• Paid Time Off

• Paid Holidays

• Professional development opportunities

• Career growth within a rapidly expanding organization.

If you are an experienced operations leader with a passion for client service, team development, and continuous improvement, we encourage you to apply.