Director of Intake Operations

POSITION OVERVIEW

We are seeking an accomplished, hands-on Director of Intake Operations to lead a high-volume, performance-driven intake organization.

Reporting directly to the COO, this leader will oversee approximately 20 professionals, expanding to 25, and take ownership of the intake process—from receiving prospective client leads through qualification, conversion to signed clients, and successful transition to Case Management.

This is fundamentally a people leadership and operational performance role. The Director must know how to run a high-performing phone floor, establish daily expectations, coach employees to results, and build a culture of measurable accountability.

We are not necessarily seeking a personal injury expert. We are seeking a proven people leader who knows how to develop productive teams, manage individual and departmental performance, leverage data and technology, and consistently improve operational execution.

KEY RESPONSIBILITIES

Intake Operations & Performance Management

• Lead daily phone-floor operations with clear accountability for answer rates, speed to lead, contact rates, and conversion from lead to signed client.
• Establish daily, weekly, and monthly performance targets, dashboards, and management routines.
• Monitor individual and team results, identify performance gaps, and take immediate corrective action.
• Optimize call handling, intake conversations, follow-up practices, objection handling, and conversion effectiveness.
• Ensure timely, complete, and accurate intake documentation and transition of signed clients to Case Management.

Lead Performance Analytics & Business Intelligence

• Analyze conversion performance by lead source, geography, and state to identify the opportunities generating the strongest business outcomes.
• Understand and report key acquisition economics, including cost per signed case and average fee by state.
• Partner with InjuryBridge, Marketing, and executive leadership to provide actionable insights into lead-source performance, conversion trends, and case quality, supporting informed acquisition decisions.
• Provide actionable feedback on lead quality, case suitability, conversion trends, and opportunities to improve overall acquisition effectiveness.
• Distinguish between factors controlled by the intake operation and upstream lead-quality issues requiring cross-functional resolution.

People Leadership & Accountability

• Directly lead, coach, develop, and manage a growing team of approximately 20–25 intake professionals.
• Establish clear individual performance expectations supported by scorecards, quality reviews, and consistent coaching.
• Personally conduct performance conversations, document deficiencies, implement corrective action, and manage employee separations when necessary, in coordination with applicable company procedures.
• Evaluate staffing, schedules, workload distribution, training, and supervisory effectiveness.
• Build a high-performance culture where employees understand their numbers, expectations, and individual accountability.

Operational Excellence & Technology

• Develop, implement, and continuously improve intake workflows, SOPs, call handling protocols, and escalation procedures.
• Leverage CRM, call management, reporting, analytics, and automation tools to improve visibility, productivity, and execution.
• Identify bottlenecks, stalled leads, process deficiencies, and opportunities to improve operational throughput.
• Partner with InjuryBridge, Case Management, and legal leadership to ensure effective coordination and timely resolution of operational issues.
• Ensure intake practices follow attorney-approved qualification standards, firm policies, confidentiality requirements, and applicable legal and ethical guidelines.
• Report regularly to the COO on operating performance, staffing, conversion results, trends, and improvement initiatives.

QUALIFICATIONS

Required

• 7+ years of progressive experience in high-volume, performance-driven operations, including significant people leadership responsibility.
• Proven success managing and improving the performance of teams of approximately 20 or more employees.
• Demonstrated success leading high-volume, phone-based operations, including contact centers, customer service, collections, insurance claims, legal intake, or similarly performance-driven environments.
• Strong command of KPIs, workforce productivity, operational dashboards, performance coaching, and quality management.
• Demonstrated ability to improve conversion, operational throughput, employee effectiveness, and business results.
• Experience directly handling employee performance management, documentation, corrective action, and separations.
• Strong analytical capabilities and the ability to translate operating data into actionable business decisions.
• Proficiency with CRM, call management, reporting, and related operational technologies.
• Strong communication, decision-making, organizational, and cross-functional leadership skills.

Preferred

• Experience in consumer-facing sales, financial services, collections, insurance claims, legal intake, or other high-volume conversion environments.
• Familiarity with lead-source economics, customer acquisition costs, and revenue performance analytics.
• Experience scaling teams, developing frontline leaders, and implementing operational transformation.
• Personal injury legal experience is advantageous but not required.
• Bachelor's degree in Business Administration, Operations Management, or a related field.

PERFORMANCE EXPECTATIONS

Success will be evaluated through measurable improvement in:

• Answer rates, speed to lead, and contact rates.
• Lead-to-signed-client conversion.
• Intake productivity, call quality, and individual employee performance.
• Accurate, timely case documentation and Case Management handoffs.
• Visibility into lead-source economics and state-level conversion performance.
• Staffing effectiveness, employee accountability, and team development.
• Overall operational efficiency, scalability, and business contribution.

WHY JOIN 844-SPARTAN LAW GROUP?

This is an opportunity to lead a business-critical, high-volume intake operation within a growing personal injury law firm.

Working directly with the COO, the Director will have meaningful responsibility for elevating team performance, strengthening operating discipline, leveraging technology, and improving the conversion of prospective clients into retained cases.

We are seeking a leader who thrives on daily numbers, knows how to coach people to results, and takes personal ownership of operational performance.

Confidential Consideration

This search is being conducted confidentially by:

Maggie Espin-Christina

Leadership Recruiter | Beyond CorpComm, LLC

[email protected] | 305-439-6108