Intake Manager

Burnett Staffing Specialists; Houston (TX); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Competitive incentive program

Job summary

Burnett Staffing Specialists is seeking an experienced Intake Manager for a Houston, TX personal injury firm. You will lead the intake department, coach the team, and ensure timely, professional, compassionate responsiveness to potential clients.

The ideal candidate has PI knowledge, proven leadership, and a track record of driving KPIs, productivity, and conversions in a fast-paced law firm. This is an on-site, full-time role with a competitive incentive program.

Qualifications

• Strong knowledge and understanding of the Personal Injury case process.
• Experience in a Personal Injury law firm strongly preferred.
• Leadership, supervisory, or management experience.
• Coaching, training, and employee development skills.
• Experience monitoring KPIs, productivity, and team performance.
• Ability to provide constructive feedback and accountability.
• Excellent communication, organizational, and problem-solving skills.
• Thrives in a fast-paced, results-driven law firm environment.
• Bilingual English/Spanish is a plus, but not required.

Responsibilities

• Oversee the daily operations and workflow of the Personal Injury Intake Department
• Manage and monitor incoming leads, follow-up activity, and case conversion efforts
• Track departmental KPIs, productivity, conversion rates, and overall team performance
• Ensure leads are handled promptly, consistently, and according to firm procedures
• Coach, train, develop, and motivate Intake Department employees
• Establish clear performance expectations and maintain employee accountability
• Prepare and communicate departmental progress and performance reports
• Conduct employee performance reviews and provide ongoing feedback
• Develop and administer Performance Improvement Plans (PIPs) when necessary
• Identify opportunities to improve intake processes, productivity, and conversion results
• Work collaboratively with attorneys, case management teams, and firm leadership to ensure a smooth transition from intake to case handling
• Maintain a strong understanding of the personal injury case lifecycle and apply that knowledge when evaluating and managing the intake process

Skills

Leadership experience

Coaching & training

KPIs & performance monitoring

Communication skills

Organizational skills

Problem solving

Team development

Results-driven mindset

Bilingual English/Spanish (plus)

Job description

Our client, a well-known Personal Injury Firm is seeking an experienced Intake Manager to lead the day-to-day operations of our Personal Injury Intake Department. This position is ideal for a hands‑on leader who understands the personal injury case process, knows what makes a strong potential case at the intake stage, and can effectively coach and hold a team accountable for results. We are also highly interested in experienced Personal Injury Case Managers with proven leadership, supervisory, or management experience who are ready to transition into an Intake Manager role. The Intake Manager will oversee the intake team's performance from initial lead follow-up through conversion, while ensuring potential clients receive timely, professional, and compassionate service.

Position: Intake Manager
Location: Houston, TX
Schedule: Full-Time | 100% On-Site
Compensation: up to $70K + Competitive Case Incentive Program

Key Responsibilities

• Oversee the daily operations and workflow of the Personal Injury Intake Department
• Manage and monitor incoming leads, follow-up activity, and case conversion efforts
• Track departmental KPIs, productivity, conversion rates, and overall team performance
• Ensure leads are handled promptly, consistently, and according to firm procedures
• Coach, train, develop, and motivate Intake Department employees
• Establish clear performance expectations and maintain employee accountability
• Prepare and communicate departmental progress and performance reports
• Conduct employee performance reviews and provide ongoing feedback
• Develop and administer Performance Improvement Plans (PIPs) when necessary
• Identify opportunities to improve intake processes, productivity, and conversion results
• Work collaboratively with attorneys, case management teams, and firm leadership to ensure a smooth transition from intake to case handling
• Maintain a strong understanding of the personal injury case lifecycle and apply that knowledge when evaluating and managing the intake process

Qualifications

• Strong knowledge and understanding of the Personal Injury case process
• Previous experience in a Personal Injury law firm strongly preferred
• Prior management, supervisory, team lead, or demonstrated leadership experience
• Experienced PI Case Managers with proven leadership experience are encouraged to apply
• Strong coaching, training, and employee-development skills
• Experience monitoring KPIs, productivity, and team performance
• Ability to provide constructive feedback and manage employee accountability
• Excellent communication, organizational, and problem-solving skills
• Ability to thrive in a fast-paced, results-driven law firm environment
• Bilingual English/Spanish is a plus, but not required

HOUDT42