Director of Intake Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Transform Contact Strategy priorities, KPI objectives, and organizational initiatives into actionable operating plans complete with owners, timelines, and measurable outcomes.

• Establish a consistent operating rhythm across Intake, In-House Signing, White Glove, and Reception/Client Success.

• Manage execution against Intake KPIs, such as true-to-routed rate, sign rate, speed to lead, answer rate, contact rate, intake quality, and agent productivity.

• Conduct business reviews, identify root causes, delegate actions, and ensure follow-through to achieve results.

• Interpret departmental goals into clear expectations for managers, supervisors, teams, and individual contributors.

• Collaborate with Analytics to develop reporting, identify trends, test solutions, and evaluate impact.

• Lead and mentor the Manager of Intake along with other functional leaders.

• Hold leaders accountable for performance, productivity, coaching, quality, and adherence to processes.

• Directly oversee the leadership of White Glove and Reception/Client Success teams.

• Cultivate leadership depth and succession planning.

• Prepare Intake for law firm initiatives, state launches, policy modifications, case-evaluation updates, and new workflows.

• Collaborate with Learning & Development, Quality Assurance, and Legal on training initiatives.

• Enhance prospective-client conversion and experience by removing friction and seizing missed opportunities.

• Partner with Workforce Management on forecasting, staffing, scheduling, hiring plans, and capacity planning.

• Act as a senior Intake partner to Contact Strategy Platforms, Workforce Management, Quality Assurance, Learning & Development, Analytics, Marketing, Legal, and various operational teams.

• Translate business challenges into requirements for Genesys, Salesforce, Filevine, reporting, automation, AI, and other relevant tools.

• Assume ownership of operational readiness for technology and workflow transitions.

• Propel cross-functional issues towards resolution.

• Ensure compliance with legal, calling, recording, documentation, data-handling, and client-communication standards.

• Identify risks and provide the VP of Contact Strategy with transparent updates on performance, priorities, execution progress, and resource allocation.

• Foster a leadership culture characterized by high ownership, urgency, and a client-centered approach.

⛳️ Requirements

• 7+ years of progressive leadership experience in legal intake, contact center operations, sales, customer acquisition, or another high-volume, performance-driven service environment.

• 5+ years of experience leading managers, supervisors, or multiple levels of frontline leadership.

• Proven success in enhancing conversion rates, contact rates, speed to lead, service quality, productivity, or similar operational metrics.

• Experience in leading various operational functions, teams, shifts, or locations with differing workflows, customer needs, and performance expectations.

• Strong understanding of performance management, workforce planning, quality assurance, training, and operational analytics.

• Ability to identify root causes and translate data into actionable insights.

• Excellent executive communication and cross-functional leadership abilities.

• Capacity to provide clarity, influence decision-making, and drive progress in a rapidly changing environment.

• High ownership, sound judgment, and the ability to balance growth, client experience, employee development, compliance, operational discipline, and financial performance.

• Familiarity with Salesforce, Genesys Cloud CX, Filevine, or similar CRM and contact center technologies (preferred).

• Experience leading teams across diverse locations, countries, or time zones, driving large-scale operational changes, automation, or AI-enabled workflows (preferred).

🏝️ Benefits

• Eligible for performance-based bonuses.

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Health Savings Account (HSA).

• Life insurance coverage.

• Disability insurance.

• Paid time off.

• Parental leave.

• Fully remote work opportunity.