Intake Operations Leader

Legal Management Group; Tijuana; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Legal Management Group is seeking an experienced Intake Manager to lead and scale the Intake Department at a fast-growing personal injury law firm. This leadership role covers lead response, conversion, client experience, and operational efficiency across multiple locations.

The role requires building strong leaders, optimizing processes, and driving KPI-driven results within a high-growth legal environment. Experience in personal injury is highly preferred.

Formación

• Bachelor's degree in Business Administration, Management, Law, or related field.
• 7+ years of progressive leadership experience in intake operations, call centers, sales operations, client services, or legal operations.
• 3+ years managing managers, supervisors, or team leads.
• Strong experience managing high-volume call center or client-facing operations.
• Demonstrated success improving KPIs, conversion rates, productivity, and operational performance.
• Strong understanding of call center metrics, workforce management, QA, and performance management.
• Experience leading process improvements and cross-functional initiatives.
• Experience with CRM or case management platforms such as Filevine, Lead Docket, Clio, Salesforce, or similar systems.

Responsabilidades

• Lead, coach, and develop Intake Leads, Supervisors, and Intake Specialists.
• Establish clear performance expectations, KPIs, and accountability standards.
• Conduct regular coaching, performance reviews, and development conversations.
• Develop future leaders and strengthen leadership pipeline.
• Partner with HR on hiring, onboarding, engagement, retention, and performance management.
• Build a high-performance, client-focused culture.
• Oversee daily intake operations and staffing.
• Provide timely, professional, and empathetic client support.
• Manage scheduling, workload distribution, and workforce planning.
• Ensure consistent intake processes and service standards across teams.
• Collaborate with other departments to improve client handoffs.

Conocimientos

Leadership

Call center operations

KPIs & analytics

CRM platforms

Excel/Sheets

Legal/personal injury

Workforce management

Process improvement

Educación

Bachelor's degree in Business Admin / related

JD or legal background

Herramientas

Filevine

Lead Docket

Clio

Salesforce

Descripción del empleo

Legal Management Group is seeking an experienced Intake Manager to lead and scale the Intake Department at a fast-growing personal injury law firm. This leadership role covers lead response, conversion, client experience, and operational efficiency across multiple locations.

The role requires building strong leaders, optimizing processes, and driving KPI-driven results within a high-growth legal environment. Experience in personal injury is highly preferred.