Senior Intake Manager

J&Y Law Firm; Bogotá; Presencial; COP 281.171.000 - 406.136.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary (DOE)

Medical, Dental & Vision Insurance

401(k) with Matching

Paid Time Off

Paid Holidays

Career growth opportunities

Descripción de la vacante

J&Y Law seeks a Senior Intake Manager to lead the Intake Department in a fast-paced California personal injury practice. You will guide a high-performing team, improve client conversion, and ensure exceptional service from the first contact.

The role requires oversight of daily operations, training, and KPI-driven performance, with collaboration across Pre-Litigation and Litigation teams to ensure smooth transitions and strong client satisfaction.

Formación

• Minimum 5 years of Personal Injury Intake experience.
• Minimum 3 years managing or supervising an intake team.
• Strong knowledge of California Personal Injury processes.
• Proven leadership and coaching experience.
• Experience managing high-volume call environments.
• Proficiency with Litify, Salesforce, or comparable CRM systems preferred.
• Bilingual English/Spanish is strongly preferred.

Responsabilidades

• Lead, mentor, and develop the Intake Department.
• Supervise Intake Specialists, Team Leads, and support staff.
• Monitor daily department performance and production.
• Coach employees through regular one-on-one meetings.
• Review call quality and provide constructive feedback.
• Improve conversion rates from lead to signed client.
• Develop and implement intake procedures and best practices.
• Ensure all leads are handled promptly and professionally.
• Monitor response times and client communication.
• Analyze KPIs and prepare leadership reports.
• Partner with Marketing regarding lead quality and intake performance.
• Coordinate with Pre-Litigation and Litigation teams for smooth case transitions.
• Resolve escalated client concerns professionally.
• Assist with hiring, interviewing, onboarding, and performance management.
• Create department training materials and SOPs.
• Ensure compliance with firm policies and applicable legal requirements.
• Foster a positive, collaborative, and accountable team culture.

Conocimientos

Leadership & coaching

Communication & interpersonal skills

Bilingual English/Spanish

Time management

Data-driven / KPI analysis

Project management

Herramientas

Litify

Salesforce

CRM systems

Microsoft Office

Google Workspace

Descripción del empleo

Join One of California's Fast-Growing Personal Injury/Elder Abuse Law Firms

J&Y Law is seeking an experienced Senior Intake Manager to lead and elevate our Intake Department. This is a leadership role responsible for managing a high-performing intake team, improving client conversion, coaching staff, and ensuring every potential client receives exceptional service from the very first interaction.

If you are an experienced leader who thrives in a fast-paced environment, understands personal injury law, and is passionate about building successful teams, we want to hear from you.

Position Summary

The Senior Intake Manager oversees the daily operations of the Intake Department, ensuring prospective clients receive prompt, compassionate, and professional service while maximizing case retention and conversion.

This position works closely with firm leadership to develop department strategies, improve performance metrics, implement training programs, and maintain outstanding client satisfaction.

Responsibilities

• Must be fluent in both English and Spanish (spoken and written). This is a mandatory requirement for the position.
• Lead, mentor, and develop the Intake Department.
• Supervise Intake Specialists, Team Leads, and support staff.
• Monitor daily department performance and production.
• Coach employees through regular one-on-one meetings.
• Review call quality and provide constructive feedback.
• Improve conversion rates from lead to signed client.
• Develop and implement intake procedures and best practices.
• Ensure all leads are handled promptly and professionally.
• Monitor response times and client communication.
• Analyze KPIs and prepare leadership reports.
• Partner with Marketing regarding lead quality and intake performance.
• Coordinate with Pre-Litigation and Litigation teams for smooth case transitions.
• Resolve escalated client concerns professionally.
• Assist with hiring, interviewing, onboarding, and performance management.
• Create department training materials and SOPs.
• Ensure compliance with firm policies and applicable legal requirements.
• Foster a positive, collaborative, and accountable team culture.

Qualifications

• Minimum 5 years of Personal Injury Intake experience.
• Minimum 3 years managing or supervising an intake team.
• Strong knowledge of California Personal Injury processes.
• Proven leadership and coaching experience.
• Experience managing high-volume call environments.
• Excellent communication and interpersonal skills.
• Strong organizational and time management abilities.
• Data-driven with experience analyzing KPIs.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Litify, Salesforce, or comparable CRM systems preferred.
• Experience with Microsoft Office and Google Workspace.
• Bilingual (English/Spanish) is strongly preferred.

Preferred Experience

• Plaintiff Personal Injury law firm.
• High-volume intake operations.
• Call center leadership.
• KPI development and reporting.
• Employee performance management.
• Training and onboarding.
• Process improvement initiatives.
• Client experience management.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Lead response time
• Client conversion percentage
• Signed case volume
• Call quality scores
• Client satisfaction
• Team productivity
• Employee development
• Attendance and accountability
• Department efficiency
• Cross-department collaboration

Leadership Expectations

The Senior Intake Manager will:

• Lead by example.
• Hold employees accountable.
• Coach with professionalism and respect.
• Drive continuous improvement.
• Support employee development.
• Maintain a positive workplace culture.
• Promote teamwork across departments.
• Deliver exceptional client service.

Why Join J&Y Law?

At J&Y Law, we believe our people are our greatest asset. We invest in our employees by providing opportunities for growth, leadership development, and career advancement while maintaining a collaborative and team-oriented culture.

You'll have the opportunity to make a meaningful impact by helping build one of California's premier Personal Injury law firms.

Compensation & Benefits

• Competitive salary (DOE)
• Performance bonus opportunities
• Medical, Dental & Vision Insurance
• Paid Time Off
• Paid Holidays
• 401(k) with Matching
• Professional development opportunities
• Career growth within a rapidly expanding law firm