Intake Manager

Ovation Law Firm

. Lead and develop Intake Supervisors and ensure consistent management of frontline Intake teams .

Posted 11/10/2026full-timeRemote • United StatesMid-LevelSenior💰 $68,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and developing frontline teams while driving operational performance and accountability. Proven ability to analyze data, implement improvements, and foster collaboration across departments to enhance client experience and team productivity.

Highest-signal resume keywords

Leadership ExperiencePerformance ManagementOperational AnalysisCoaching and DevelopmentCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementOperational ImprovementData AnalysisPerformance Trends IdentificationEscalation Management

Soft Skills

Communication SkillsProblem-Solving SkillsOrganizational SkillsJudgmentProfessionalism

Tools & Technologies

SalesforceFive9CRM TechnologiesContact Center Technologies

Industry Keywords

Contact Center OperationsIntake ManagementPersonal Injury LawLegal IntakeHigh-Volume Operations

About the role

Key responsibilities & impact

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
Work closely with HR and senior leadership to improve operational efficiency, strengthen team performance, and deliver an exceptional experience for prospective clients

Requirements

What you’ll need

5+ Years of leadership experience in sales, intake, contact center operations, or another high-volume operational environment
Experience directly managing and developing 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 organizational, analytical, communication, and problem-solving skills
Ability to manage competing priorities and lead multiple teams in a fast-paced, performance-driven environment
Ability to collaborate effectively with cross-functional departments and senior leadership
Strong judgment, professionalism, and the ability to maintain accountability while fostering a positive team culture
Experience in personal injury law, legal intake, or a law firm environment (preferred)
Experience with Salesforce, Five9, or comparable CRM and contact center technologies (preferred)
Background managing sales-oriented or revenue-generating contact center operations (preferred)
Experience working in a rapidly growing organization undergoing operational expansion (preferred)
Experience implementing operational improvements, developing leadership teams, and scaling high-performing departments (preferred)
Experience partnering closely with Quality Assurance, Training, Workforce Management, HR, and senior leadership (preferred)

Benefits

Comp & perks

12 PTO days per year
Health, dental, and vision insurance benefits
Opportunity to work closely with senior leadership and directly influence the firm's operational growth
Leadership role with the opportunity to build, develop, and scale high-performing teams
Supportive and collaborative work environment with opportunities for professional growth and advancement