Remote Personal Injury Intake Manager

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

Benefits offered by this job

Health, dental & vision insurance

12 PTO days per year

Remote work option

Job summary

Ovation Law Firm seeks an experienced Intake Manager to lead the Personal Injury Intake operation. You will oversee frontline supervisors, drive performance across conversion, productivity, quality, and client experience, and partner with QA, Training, Workforce Management, and HR to improve efficiency and outcomes.

This remote role requires strong leadership, data-driven decision making, and the ability to scale high-volume intake teams while delivering exceptional client service.

Qualifications

• 5+ years of leadership experience in sales, intake, contact center operations, or another high-volume operational environment.
• Experience directly managing 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 judgment, professionalism, and the ability to maintain accountability while fostering a positive team culture.

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.

Skills

Leadership

Intake management

Sales operations

KPIs

Coaching

Data analysis

Team development

Communication

Tools

Salesforce

Five9

Job description

Ovation Law Firm seeks an experienced Intake Manager to lead the Personal Injury Intake operation. You will oversee frontline supervisors, drive performance across conversion, productivity, quality, and client experience, and partner with QA, Training, Workforce Management, and HR to improve efficiency and outcomes.

This remote role requires strong leadership, data-driven decision making, and the ability to scale high-volume intake teams while delivering exceptional client service.