Senior Manager, Intake

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

📋 Description

• Oversee a substantial, multi-location intake team, which includes team leaders, supervisors, and intake specialists spread across various time zones.

• Take responsibility for daily service levels, staffing availability, and schedule compliance within a high-volume, extended-hours operation.

• Mentor and develop supervisors; create career pathways, performance plans, and foster a culture of accountability and compassion.

• Manage relationships with nearshore and BPO vendors; establish SLAs, KPIs, and vendor performance metrics.

• Spearhead the selection of vendors, onboarding processes, ramp planning, and capacity forecasting.

• Oversee bilingual intake coverage in English and Spanish while ensuring consistent quality and compliance.

• Conduct regular business evaluations and drive ongoing improvements in cost-per-signed-case and conversion rates.

• Define, monitor, and enhance intake KPIs such as speed-to-lead, contact/connect rates, lead-to-retainer conversion, retention, abandonment, and QA scores.

• Develop dashboards and reporting systems to provide visibility into pipeline, funnel drop-off, and vendor performance.

• Identify funnel bottlenecks and conduct experiments on conversion and time-to-sign processes.

• Manage the intake technology suite, including CRM/case management, lead management and routing, telephony/dialer, e-signature, and workforce management tools.

• Design and document workflows, call scripts, screening criteria, disqualification protocols, routing, and follow-up strategies.

• Configure and optimize systems, automate manual processes, and maintain clean data flow through signed retainers.

• Establish and sustain a QA/call-monitoring program, complete with scorecards, calibration sessions, and coaching feedback mechanisms.

• Collaborate with Marketing to enhance lead quality, source performance, and expedite lead handoffs.

• Coordinate with Case Management/Legal on case transitions, sign-up packets, and documentation standards.

• Ensure adherence to client solicitation, consent, call recording, and data privacy regulations.

⛳️ Requirements

• 6+ years of experience in intake, contact center, or client services operations.

• 3+ years of experience managing large teams, typically comprising 30 or more agents directly or through supervisors.

• Experience in personal injury, mass tort, or legal services intake.

• Bilingual in English and Spanish or experienced in managing bilingual/LATAM nearshore operations.

• Direct experience in managing nearshore and/or BPO/outsourced teams, including SLA establishment, vendor management, scorecards, and capacity/ramp planning.

• Proven ability to manage large remote/distributed teams and achieve service levels across multiple locations and time zones.

• Proficient in CRM/case management platforms, dialers/telephony, lead routing, e-signature, and workforce management tools.

• Strong understanding of intake/contact-center metrics and the ability to translate data into actionable insights.

• Excellent leadership, coaching, and communication abilities.

🏝️ Benefits

• A selection of medical, dental, and vision insurance plans for you and your family.

• Additional insurance coverage options for life, accident, or critical illness.

• Flexible paid time off.

• Sick leave.

• Short-term and long-term disability benefits.

• 10 US observed holidays.

• Canadian statutory holidays as per province.

• A stipend for home office setup.

• 401(k) plan for US-based employees.

• RRSP plan for Canada-based employees.

• Paid parental leave.

• A local in-person meet-up program.

• Equity opportunities.