Senior Intake Manager

J&Y Law Firm

Los Angeles (CA)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Competitive salary (DOE)

Performance bonus opportunities

Paid Time Off

Paid Holidays

401(k) with Matching

Career growth

Job summary

J&Y Law Firm in Century City, CA seeks a Senior Intake Manager to lead the Intake Department, elevate client service, and boost case retention. You will mentor the team, refine intake procedures, and partner with Marketing to improve lead quality and conversion.

The role requires strong leadership, bilingual English/Spanish, and experience managing high-volume call centers within personal injury. Office-based position in California.

Qualifications

Minimum 5 years of Personal Injury Intake experience.
Minimum 3 years managing or supervising an intake team.
Strong knowledge of California Personal Injury processes.
Proven leadership and coaching experience.
Experience managing high-volume call environments.
Bilingual in English and Spanish preferred.

Responsibilities

Lead, mentor, and develop the Intake Department.
Supervise Intake Specialists, Team Leads, and support staff.
Monitor daily department performance and production.
Coach employees through regular one-on-one meetings.
Review call quality and provide constructive feedback.
Improve conversion rates from lead to signed client.
Develop and implement intake procedures and best practices.
Ensure leads are handled promptly and professionally.
Monitor response times and client communication.
Analyze KPIs and prepare leadership reports.
Partner with Marketing regarding lead quality and intake performance.
Coordinate with Pre-Litigation and Litigation teams for smooth transitions.
Resolve escalated client concerns professionally.
Assist with hiring, interviewing, onboarding, and performance management.
Create department training materials and SOPs.
Ensure compliance with firm policies and applicable legal requirements.
Foster a positive, collaborative, and accountable team culture.

Skills

Leadership

Coaching

Communication

Time management

Data-driven

Bilingual English/Spanish

CRM systems (Litify/Salesforce)

Tools

Litify

Salesforce

CRM systems

Job description

Join One of California's Fast-Growing Personal Injury/Elder Abuse Law Firms

J&Y Law is seeking an experienced Senior Intake Manager to lead and elevate our Intake Department. This is a leadership role responsible for managing a high-performing intake team, improving client conversion, coaching staff, and ensuring every potential client receives exceptional service from the very first interaction.

Position Summary

The Senior Intake Manager oversees the daily operations of the Intake Department, ensuring prospective clients receive prompt, compassionate, and professional service while maximizing case retention and conversion.

This position works closely with firm leadership to develop department strategies, improve performance metrics, implement training programs, and maintain outstanding client satisfaction.

Responsibilities

Must be fluent in both English and Spanish (spoken and written). This is a mandatory requirement for the position.
Lead, mentor, and develop the Intake Department.
Supervise Intake Specialists, Team Leads, and support staff.
Monitor daily department performance and production.
Coach employees through regular one-on-one meetings.
Review call quality and provide constructive feedback.
Improve conversion rates from lead to signed client.
Develop and implement intake procedures and best practices.
Ensure all leads are handled promptly and professionally.
Monitor response times and client communication.
Analyze KPIs and prepare leadership reports.
Partner with Marketing regarding lead quality and intake performance.
Coordinate with Pre-Litigation and Litigation teams for smooth case transitions.
Resolve escalated client concerns professionally.
Assist with hiring, interviewing, onboarding, and performance management.
Create department training materials and SOPs.
Ensure compliance with firm policies and applicable legal requirements.
Foster a positive, collaborative, and accountable team culture.

Qualifications

Minimum 5 years of Personal Injury Intake experience.
Minimum 3 years managing or supervising an intake team.
Strong knowledge of California Personal Injury processes.
Proven leadership and coaching experience.
Experience managing high-volume call environments.
Excellent communication and interpersonal skills.
Strong organizational and time management abilities.
Data-driven with experience analyzing KPIs.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Litify, Salesforce, or comparable CRM systems preferred.
Experience with Microsoft Office and Google Workspace.
Bilingual (English/Spanish) is strongly preferred.

Preferred Experience

Plaintiff Personal Injury law firm.
High-volume intake operations.
Call center leadership.
KPI development and reporting.
Employee performance management.
Training and onboarding.
Process improvement initiatives.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

Lead response time
Client conversion percentage
Call quality scores
Client satisfaction
Team productivity
Attendance and accountability

The Senior Intake Manager will:

Lead by example.
Hold employees accountable.
Coach with professionalism and respect.
Maintain a positive workplace culture.
Deliver exceptional client service.

Why Join J&Y Law?

At J&Y Law, we believe our people are our greatest asset. We invest in our employees by providing opportunities for growth, leadership development, and career advancement while maintaining a collaborative and team-oriented culture.

You'll have the opportunity to make a meaningful impact by helping build one of California's premier Personal Injury law firms.