Client Intake Sales Operations Manager Onsite

Abramson Labor Group; Burbank (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Unlimited PTO

Paid holidays

Job summary

Abramson Labor Group in California seeks a Client Intake Operations Manager to lead the day-to-day operations of the Intake team, overseeing 40-60 staff including offshore and remote personnel, ensuring smooth progression from first contact to case onboarding.

The role focuses on speed, accuracy, and client experience across the intake funnel, requiring an experienced operations leader with a track record in intake, client services, or call-center style operations.

Qualifications

• 4+ years in client intake, call center ops, or business operations.
• Experience managing mid-to-large teams, including offshore/remote staff.
• Strong CRM experience and intake/case management tools.
• Spanish language proficiency strongly preferred.

Responsibilities

• Lead and manage a team of 40-60 intake staff, including performance oversight, scheduling, and resource planning.
• Own end-to-end intake workflow from initial client inquiry through qualification, documentation, and handoff to the Sales/Legal teams.
• Maintain intake process documentation, define clear ownership at each step, and hold the team accountable to service-level standards.
• Identify bottlenecks in the intake pipeline and lead process redesign efforts to reduce response time and improve conversion.
• Manage and optimize CRM and intake software platforms; build dashboards to track call volume, response time, and conversion rates.
• Partner closely with Sales, Legal, and Marketing teams to ensure leads are qualified, routed, and followed up on correctly.
• Develop training materials, SOPs, and KPIs for intake staff; support hiring and onboarding with HR.
• Track daily, weekly, and monthly intake metrics and report performance insights to senior leadership.

Skills

Client intake operations

Team leadership 40+ staff

Process improvement

Metrics-driven decision making

Tools

Salesforce

HubSpot

Intake/case management software

Job description

Job Description

Position Summary

We are seeking a Client Intake Operations Manager to lead the day-to-day operations of our growing Intake team. This is a key leadership role responsible for overseeing a team of 40-60 intake specialists and coordinators, including both domestic and overseas staff, and ensuring every prospective client moves smoothly and efficiently from first contact through case onboarding.

This role requires close attention to speed, accuracy, and client experience across the intake funnel. The ideal candidate is an experienced operations leader with a strong background in intake, client services, or call-center-style operations, and a track record managing distributed or remote teams.

Key Responsibilities

• Lead and manage a team of 40-60 intake staff, including performance oversight, scheduling, and resource planning.
• Own the end-to-end intake workflow, from initial client inquiry through qualification, documentation, and handoff to the Sales/Legal teams.
• Maintain intake process documentation, define clear ownership at each step, and hold the team accountable to service-level standards.
• Identify bottlenecks in the intake pipeline and lead process redesign efforts to reduce response time and improve conversion.
• Manage and optimize CRM and intake software platforms; build dashboards to track call volume, response time, and conversion rates.
• Partner closely with Sales, Legal, and Marketing teams to ensure leads are qualified, routed, and followed up on correctly.
• Develop training materials, SOPs, and KPIs for intake staff; support hiring and onboarding with HR.
• Track daily, weekly, and monthly intake metrics and report performance insights to senior leadership.

Qualifications

• 4+ years of experience in client intake, call center operations, or business operations, preferably in a high-volume professional services or legal setting.
• Demonstrated success managing mid-to-large teams (40+ individuals), including offshore and remote staff.
• Strong experience with CRM tools (e.g., Salesforce, HubSpot) and intake/case management software.
• Fluent or highly proficient in Spanish is strongly preferred.
• Excellent organizational, leadership, and communication skills.
• Comfortable balancing strategic process improvement with hands-on daily management.
• High attention to detail and a proactive, metrics-driven approach to problem-solving.

Benefits

Our law firm offers eligible employees a comprehensive benefits package that includes medical, dental and vision insurance coverage. We also provide eligible employees with flexible time off plans including Unlimited Paid Time Off (PTO), and paid holidays.

Department

Sales

Employment Type

Full Time

Location

California

Workplace type

On-site

Compensation

$120,000 - $180,000

#ZR

$120,000-$120,000 per year