Director of National Intake Operations

Pond Lehocky Giordano Inc.; Philadelphia (Philadelphia County); On-site; USD 150,000 - 230,000; Full time

Job summary

Pond Lehocky Giordano Inc. seeks a strategic Director of Intake Operations to build and run a national, in-house call center for all practice areas. You will lead a pooled team across states, drive AI-enabled triage, and partner with IT to advance telephony and CRM usage.

This on-site role requires 7+ years in high-volume intake and 3+ years as a leader, with a track record of achieving SLA targets, improving conversion, and delivering data-driven insights to leadership.

Qualifications

• 7+ years leading high-volume contact-center operations.
• 3+ years as accountable operational leader.
• Experience in plaintiff-side law, legal intake, or healthcare access is preferred.
• Proven success meeting service-level metrics like speed-to-answer and contact rates.
• Ability to improve conversions using data and analytics.
• Strong understanding of staffing to peak demand and occupancy.
• Experience with modern CCaaS platforms and CRM-driven intake.

Responsibilities

• Lead the entire intake agent organization across a pooled national team.
• Manage daytime shifts plus overnight and after-hours coverage.
• Own service-level delivery, including speed-to-answer and speed-to-lead.
• Staff according to demand curves and peak volume.
• Develop inbound/outbound operating model and routing.
• Oversee outbound teams for speed-to-lead and follow-up cadences.
• Leverage automated dialing and text sequences to focus on full intakes.
• Partner with IT on telephony and intake tech (Five9, Salesforce/Litify).
• Own call-flow design, queue configuration, and reporting.
• Present weekly performance data to firm leadership.
• Lead the intake transformation roadmap with consultants and exec team.
• Sequence AI and automation into the intake funnel.
• Consolidate weekend coverage into scalable model.
• Drive conversion outcomes and retained client focus.

Skills

High-volume contact center

Operational leadership

Legal intake experience

Service-level achievement

Data-driven optimization

Workforce management

Tools

Five9

Salesforce

Litify

Job description

Pond Lehocky Giordano Inc. seeks a strategic Director of Intake Operations to build and run a national, in-house call center for all practice areas. You will lead a pooled team across states, drive AI-enabled triage, and partner with IT to advance telephony and CRM usage.

This on-site role requires 7+ years in high-volume intake and 3+ years as a leader, with a track record of achieving SLA targets, improving conversion, and delivering data-driven insights to leadership.