Intake Operations Manager | Personal Injury

Company Description Company Description Join an Award-Winning Personal Injury Law Firm At The Ward Law Group, Our Mission Is Simple Changing Lives. One Client at a Time Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day. We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm. Our Core Values Faith – We act with integrity, honesty, and purpose in everything we do. Accountability – We take ownership of our work, our commitments, and the results we deliver. Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams. Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community. Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success. Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive. Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work. Job Description The Intake Manager is responsible for leading, developing, and managing a high-performing Intake Department that delivers exceptional client service, maximizes qualified case sign-ups, and ensures operational excellence. This role oversees Intake Case Managers and support staff, drives departmental KPIs, improves client retention, manages escalated client concerns, and implements processes that enhance productivity and quality. The ideal candidate has significant plaintiff personal injury law firm experience, proven success managing high-volume intake teams, strong leadership skills, and a track record of achieving measurable performance results. Key Responsibilities Leadership & Team Management Lead, mentor, and develop Intake Case Managers and support staff. Conduct regular coaching sessions, performance reviews, and accountability meetings. Establish individual and team goals aligned with departmental objectives. Develop future leaders through ongoing coaching and training initiatives. Promote a culture of accountability, collaboration, and excellence. Intake Operations Oversee all intake operations from initial contact through case assignment. Ensure consistent application of intake procedures and qualification standards. Develop and implement best practices for client onboarding and case screening. Partner with attorneys and operational leaders to improve intake performance. Client Experience & Retention Ensure exceptional client service and responsiveness. Act as the primary escalation point for complex client concerns. Contact clients considering termination of services and work to preserve client relationships. Conduct exit interviews and identify opportunities for service improvement. Respond to escalations originating from leadership, social media, email complaints, and client concerns. Performance Management & KPIs Develop and monitor department KPIs, including: Sign-up conversion rates Call response times Client satisfaction scoresClient retention rates Productivity metrics Quality assurance results Analyze performance trends and implement improvement strategies. Create action plans to address underperformance and drive results. Quality Control & Compliance Develop quality assurance standards and audit processes. Monitor compliance with firm policies and legal requirements. Conduct file reviews and quality audits. Ensure accurate documentation and record management practices. Reporting & Process Improvement Prepare and present weekly and monthly performance reports. Analyze operational data to identify trends and opportunities. Recommend and implement workflow improvements and technology solutions.Partner with leadership to establish strategic goals and departmental initiatives. What Success Looks Like Consistently achieving or exceeding department KPIs. Increased client retention and satisfaction. Improved intake conversion rates. Reduced response and follow-up times. Strong team engagement, accountability, and performance. Scalable processes that support firm growth. Qualifications Bilingual English/Spanish 5+ years of intake management experience 3+ years managing 10+ employees Personal injury law firm experience High-volume intake environment KPI ownership and reporting Client retention/escalation experience Hiring, coaching, and performance management Managed 20+ intake staff Managed team leads/supervisors Experience with Litify or Salesforce Proven improvements in: Sign-up rates Client satisfaction Retention rates Productivity metrics Experience reporting directly to firm leadership Required Work Location This is a full-time, on-site position based in our Miami Lakes, Florida office. Candidates must be able to work in the office five (5) days per week, Monday through Friday. Remote, hybrid, or flexible work arrangements are not available for this role. Applicants must reside within a reasonable commuting distance of Miami Lakes, FL or be willing to relocate prior to their start date. Disclaimer This position performs settlement and negotiation-related activities under attorney supervision and does not provide legal advice or perform duties requiring a licensed attorney. Additional Information Eligible Employees Enjoy a Competitive Benefits Package, Including Medical, Dental & Vision Insurance Company-paid Life Insurance Short-Term Disability Long-Term Disability Supplemental Insurance Options 401(k) with Company Match Paid Time Off Employee Assistance Program (EAP) Join Our Team At The Ward Law Group, every role contributes to changing lives. If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high-performing legal team, we'd love to hear from you. #J-18808-Ljbffr The Ward Law Group, PL