Intake Manager

Ovation Law Firm; United States; Remote; USD 68,000 - 85,000; Full time

Benefits offered by this job

Annual salary 68k–85k USD

12 PTO days per year

Health, dental, and vision insurance

Leadership development and career 성장

Collaborative, growth-focused culture

Job summary

Ovation Law Firm seeks an experienced Intake Manager to drive the Personal Injury Intake operation, leading frontline supervisors, and optimizing performance to deliver exceptional client experiences across a fast-paced environment.

You will partner with Quality Assurance, Workforce Management, Training, HR, and senior leadership to scale operations, resolve escalations, and develop people while ensuring consistent execution and measurable results.

Qualifications

• 5+ years of leadership in high-volume intake, sales, or contact center operations.
• Proven track record managing frontline supervisors or team leaders.
• Demonstrated success managing KPIs and driving performance.

Responsibilities

• Lead and develop Intake Supervisors and frontline intake teams.
• Own performance across conversion, productivity, quality, service, attendance, adherence, and client-experience metrics.
• Set expectations and coach leaders with action planning and performance reviews.
• Review trends and implement corrective actions for performance or client experience gaps.
• Collaborate with QA, Training, and Workforce Management on staffing and improvements.
• Resolve escalations requiring management decisions.
• Ensure SOPs and scripts are followed consistently.

Skills

Leadership experience

KPIs

Coaching

Data analysis

Cross-functional collaboration

Tools

Salesforce

Five9

Job description

About Us

Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are strengthening our internal operations, leadership structure, and client intake processes to ensure efficiency, consistency, and sustainable growth.

Our Personal Injury Intake operation plays a critical role in the firm’s success, serving as the first point of contact for potential clients and helping ensure that every inquiry is handled professionally, efficiently, and with care. Strong operational leadership is essential to delivering an exceptional client experience while driving performance and business results.

About the Role

We are seeking an experienced, results-driven, and highly organized Intake Manager to lead the daily execution and overall performance of our Personal Injury Intake operation.

In this role, you will oversee and develop frontline leaders, drive performance against key intake and conversion metrics, and ensure consistent execution across teams. You will be responsible for monitoring operational performance, identifying opportunities for improvement, resolving escalated issues, and holding leaders accountable for achieving departmental goals.

You will work closely with Quality Assurance, Workforce Management, Training, HR, and senior leadership to improve operational efficiency, strengthen team performance, and deliver an exceptional experience for prospective clients.

This position is ideal for an operational leader with experience managing high-volume sales, intake, or contact center environments who thrives in a fast-paced, performance-driven organization. The successful candidate will combine strong leadership skills, analytical thinking, sound judgment, and a commitment to developing people while driving measurable business results.

Key Responsibilities

• Lead and develop Intake Supervisors and ensure consistent management of frontline Intake teams.
• Own performance across conversion, productivity, quality, service, attendance, adherence, and client-experience measures.
• Set performance expectations and hold leaders accountable through coaching, action planning, and performance management.
• Review operational trends and implement corrective or preventive action for performance, process, or client-experience gaps.
• Partner with Quality Assurance, Training, and Workforce Management on staffing, readiness, quality, and operational improvement.
• Resolve escalated client, employee, workflow, and performance matters requiring management-level decisions.
• Ensure SOPs, scripts, qualification standards, and process changes are implemented and followed consistently.

Qualifications

• 5+ Years of leadership experience in sales, intake, contact center operations, or another high-volume operational environment.
• Experience directly managing and developing frontline supervisors or team leaders.
• Demonstrated success managing KPIs, driving operational performance, and improving team productivity and results.
• Strong experience with coaching, performance management, accountability, and employee development.
• Proven ability to analyze operational data, identify performance trends, and implement effective solutions.
• Experience managing escalations and making sound decisions in challenging or time-sensitive situations.
• Strong organizational, analytical, communication, and problem-solving skills.
• Ability to manage competing priorities and lead multiple teams in a fast-paced, performance-driven environment.
• Ability to collaborate effectively with cross-functional departments and senior leadership.
• Strong judgment, professionalism, and the ability to maintain accountability while fostering a positive team culture.

Nice-to-Have / Preferred Qualifications

• Experience in personal injury law, legal intake, or a law firm environment.
• Experience with Salesforce, Five9, or comparable CRM and contact center technologies.
• Background managing sales-oriented or revenue-generating contact center operations.
• Experience working in a rapidly growing organization undergoing operational expansion.
• Experience implementing operational improvements, developing leadership teams, and scaling high-performing departments.
• Experience partnering closely with Quality Assurance, Training, Workforce Management, HR, and senior leadership.

What We Offer

• Earn an annual salary of $68,000 - $85,000.
• 12 PTO days per year
• Health, dental, and vision insurance benefits.
• Opportunity to work closely with senior leadership and directly influence the firm's operational growth.
• A leadership role with the opportunity to build, develop, and scale high-performing teams.
• Supportive and collaborative work environment with opportunities for professional growth and advancement.

Location

This is a fully remote position open only to candidates residing in Florida, Arizona or Utah.