Intake Manager (Personal Injury)

Crisp Recruit; San Antonio (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

On-site position

Competitive compensation

Bonus structure

Job summary

Cowen Rodriguez Peacock in San Antonio, TX seeks an Intake Manager to lead and optimize the firm’s client intake operations. You will manage a team handling direct and referred cases, ensuring empathy, accuracy, and timely responses across all contacts.

Focus on data-driven improvements and scalable processes that support growth and excellent client service. You will collaborate with the Chief Operations Officer and firm leadership to align intake with strategy, oversee vendor relationships, and

Qualifications

• Proven expertise in personal injury intake management with a focus on client conversion.
• Strong leadership experience, with ability to coach and grow a team.
• Analytical mindset to convert data into actionable insights.
• Comfort with intake systems like Lead Docket or Filevine for workflows.
• Vendors management experience and ability to ensure service quality.
• High ethical standards aligned with client trust and firm values.
• Clear communication for training staff and engaging clients.
• Background in personal injury or professional services with operational focus.

Responsibilities

• Oversee the entire intake function and staff for direct and referred cases.
• Coach intake team in empathy, data capture, scheduling, and performance.
• Design scalable processes to increase capacity and handle growth.
• Set and monitor KPIs to drive conversions and consistency.
• Manage lead-gen vendors and the answering service for quality leads.
• Analyze intake data to propose continuous improvements.
• Develop onboarding and training programs for new hires.
• Coordinate workflow between intake and legal teams for efficiency.

Skills

Intake management

Leadership

Data analysis

Systems proficiency

Vendor management

Ethics

Communication

Process improvement

Tools

Lead Docket

Filevine

Job description

Are you ready to lead and transform the intake operations of a top-tier personal injury law firm?

Do you have the strategic vision to elevate client engagement and drive growth through exceptional intake processes?

Can you manage and inspire a team, ensuring every potential client receives the highest level of care and professionalism?

Are you passionate about analytics and process optimization to enhance firm success and client satisfaction?

Final question: When faced with a challenge, do you get excited or run away?

Cowen Rodriguez Peacock is a distinguished law firm based in San Antonio, Texas, renowned for its unwavering commitment to justice and exceptional client service. Founded by Michael Cowen, Sonia Rodriguez, and Malorie Peacock, the firm has built a stellar reputation in personal injury litigation, consistently achieving outstanding results for clients across Texas.

Specializing in complex cases, including truck and commercial vehicle accidents and catastrophic injuries, Cowen Rodriguez Peacock combines deep legal expertise with strategic insight. The firm is recognized for its innovative approach to litigation, embodying a culture of continuous improvement and client-first service that has resulted in significant settlements and verdicts, including multi-million-dollar outcomes for wrongful death and personal injury cases.

The Intake Manager at Cowen Rodriguez Peacock is a newly established leadership role, developed to centralize and enhance the firm’s intake processes. This critical position exists to streamline client acquisition and intake efficiency, directly contributing to the firm's growth and reputation. As an Intake Manager, you will play a pivotal role in supporting the firm’s mission to deliver exceptional legal services by ensuring a seamless, client-focused experience from the first point of contact.

What you’ll do

• Leadership: Oversee the entire intake function, managing staff responsible for both direct and referred cases.
• Team Management: Coach and develop intake team members in empathy, consultative client engagement, accurate data capture, scheduling, PTO coordination, performance management, and future hiring as the department grows.
• Process Optimization: Design and implement scalable intake processes that improve efficiency, increase capacity, and support approximately 20% additional case volume over time.
• Performance Metrics: Establish and monitor KPIs to ensure high conversion rates and operational consistency.
• Vendor Oversight: Manage lead-generation vendors and the answering service, monitor lead quality, push back on poor leads, request credits when appropriate, and hold vendors accountable to performance expectations.
• Data Analysis: Analyze intake performance data to produce insights and recommendations for continuous improvement.
• Training: Develop and implement onboarding and training programs for future intake hires.
• Operational Management: Ensure prompt response and coverage, optimizing the workflow between intake and legal teams.

What we’re looking for

• Intake Experience: Proven expertise in personal injury intake management with a strong understanding of client conversion tactics.
• Leadership Skills: Demonstrated ability to manage and develop teams, with experience in operational oversight and process improvement.
• Analytical Capability: Skilled in data analysis and KPI development, using insights to drive strategic decisions.
• Systems Proficiency: Comfortable using Lead Docket, Filevine, or similar systems to manage scripts, data capture, intake workflows, reporting, and handoffs.
• Vendor Management: Confident in managing external vendors, negotiating agreements, and ensuring service quality.
• Ethical Alignment: High integrity and ethics that align with the firm’s values, ensuring client trust and satisfaction.
• Preferred Background: Experience in personal injury law or professional services with a focus on process and operational leadership.
• Communication Skills: Excellent verbal and written communication, capable of training staff and engaging with clients effectively.

Why you should work here

• Impactful Role: Lead a vital function that significantly influences the firm’s growth and client experience.
• Autonomy: Enjoy the freedom to innovate and establish efficient processes within a supportive environment.
• Direct Leadership Collaboration: Work closely with the Chief Operations Officer and firm leadership.
• Growth Potential: Play a key role in a phase of substantial growth, with opportunities to advance and expand the team’s capabilities.
• On-Site Position: Full in-office work environment fostering team collaboration and direct engagement.
• Competitive Compensation: Base salary will be tailored to experience, with performance-based incentives.
• Bonus Structure: Strong team-centric bonuses aligned with KPI achievements and intake performance.
• Benefits: Details will be discussed during the interview process.

This role at Cowen Rodriguez Peacock offers an exciting opportunity for a dynamic and strategic leader to shape and elevate the firm's client engagement and intake processes. If you are passionate about delivering exceptional client experiences and driving operational excellence, we invite you to apply and join our mission to provide exceptional legal services to the community.