Intake Manager - Phoenix

Since 2020, Lisinski Law Firm has served as a dedicated humanitarian immigration practice committed to providing meaningful support to individuals and families seeking safety, stability, and a path forward. We frequently stand with clients who have been turned away elsewhere, offering both advocacy and care. Joining our Firm means becoming part of a team devoted to keeping families together and “Changing as Many Lives as Possible.” 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 and/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. The Intake Manager drives results through data-informed decision-making, hands‑on coaching, and strong accountability systems while serving as a cultural and operational anchor for the team. 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 the full span of control by analyzing performance data, identifying root causes of gaps, and implementing corrective actions with urgency. Develop Intake Leads as 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 as applicable 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. When required due to volume or coverage needs, step in to conduct consultations, modeling the selling framework and consultation standards expected of all Specialists. What Makes You a Great Fit Key Competencies and Skills (Essential Skills, Knowledge & Abilities) Decision Quality: Exercises sound judgment in high‑stakes situations, performance management decisions, and escalation scenarios, acting decisively within authority while involving leadership appropriately. 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 the leader, 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. Performance data interpretation and analysis to identify trends, diagnose gaps, and inform coaching priorities. Client escalation management with sound manager‑level judgment and resolution skills. Minimum Education and Experience Requirements (Essential Skills, Knowledge & Abilities) High school diploma required; Bachelor’s degree preferred. 3‑5 years in a consultative sales role with demonstrable, articulable conversion performance results. 2‑4 years of previous experience leading a team. Immigration, legal services, financial services, or consultative professional services experience preferred. 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. Responsibilities include providing guidance, support, and direction to team members; conducting performance evaluations; fostering a collaborative and inclusive work environment; ensuring adherence to Firm policies and procedures; and contributing 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 our employees and their families. We recognize the importance of health and well‑being and are committed to fostering an environment where every team member can feel and perform at their best. 401k Match Options for Health Savings Account or Flexible Spending Account Dependent Care FSA Basic Life Insurance Voluntary Life & AD&D Disability Insurance Voluntary Accident Insurance Voluntary Hospital Indemnity Insurance Employee Assistance Program Physical Demands & Work Environment The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit (primarily), stand or walk; handle or feel objects, reach with hands and arms; talk and hear. Specific vision abilities required by the job include close vision, distance vision, and the ability to focus. The employee must be able to lift to five (5) pounds, as needed, without assistance. While performing duties of this job, the employee is regularly exposed to an assigned office location or the employee’s home office. One must have the ability to travel as required by the needs of the Firm. Disclaimer The information contained within this description has been 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. #J-18808-Ljbffr Lisinski Law Firm, LLC