PI Intake Leader: Coach, KPI Driver & Process Optimizer

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

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.