Intake Operations Leader - Client Growth & Excellence

The Ward Law Group, PL; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

The Ward Law Group, PL is seeking an Intake Manager to lead the Intake Department, drive client engagement, and ensure efficient case assignment. You will mentor Intake Case Managers, establish KPI-driven processes, and partner with attorneys to optimize onboarding and retention.

You will oversee quality control, escalations, and performance reporting, shaping scalable workflows that support firm growth while maintaining exceptional client service standards.

Qualifications

• Experience leading intake teams and supporting staff.
• Proven ability to set and monitor departmental KPIs.
• Strong focus on client service and issue resolution.
• Collaborates with attorneys and operations to optimize intake.

Responsibilities

• Lead, mentor, and develop Intake Case Managers and staff with regular coaching.
• Oversee intake operations from first contact to case assignment and ensure consistent procedures.
• Improve client onboarding and case screening in partnership with attorneys.
• Manage escalations and maintain high client satisfaction and retention.
• Develop and monitor department KPIs such as sign-up conversions and response times.
• Prepare weekly and monthly performance reports and drive process improvements.

Skills

Leadership

Team management

Performance management

Client service

Data analysis

Process improvement

Job description

The Ward Law Group, PL is seeking an Intake Manager to lead the Intake Department, drive client engagement, and ensure efficient case assignment. You will mentor Intake Case Managers, establish KPI-driven processes, and partner with attorneys to optimize onboarding and retention.

You will oversee quality control, escalations, and performance reporting, shaping scalable workflows that support firm growth while maintaining exceptional client service standards.