Position Overview
The Director of Intake is the senior leader responsible for the overall performance, strategy, and operational success of our Intake Department. This position oversees intake across all of the firm's multidisciplinary practice areas, including but not limited to
Personal Injury, Employment, Elder Abuse, Mass Torts, and other current or future practice areas.Responsibilities
1. Intake Department Leadership & Management
- Own the day-to-day operations and overall performance of the Intake Department.
- Lead, manage, coach, and develop Intake Specialists and other intake personnel.
- Establish clear expectations, performance standards, goals, and accountability measures for the department.
- Monitor individual and team performance and take appropriate action when performance falls below expectations.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Create a culture of urgency, accountability, professionalism, teamwork, and exceptional client service.
- Serve as the primary escalation point for intake-related issues and client concerns.
- Provide hands-on support to the intake team during periods of high call volume, staffing shortages, or other operational needs.
2. Multidisciplinary Intake Oversight
- Oversee intake operations across all firm practice areas, including but not limited to:
- Personal Injury
- Employment
- Elder Abuse
- Mass Torts
- Other emerging or future practice areas
- Ensure each practice area has appropriate screening criteria, workflows, questionnaires, scripts, escalation procedures, and qualification standards.
- Develop processes for handling matters that may involve multiple practice areas or require additional legal review.
- Ensure intake personnel understand the distinction between gathering information and providing legal advice and consistently operate within approved guidelines.
3. Geographic Expansion & Market Development
- Support the firm's strategic expansion into new states, cities, geographic markets, and office locations by developing scalable intake infrastructure and processes.
- Partner with Executive Leadership, Marketing, Legal, Operations, and other departments to develop intake strategies for new markets.
- Establish market-specific intake workflows, scripts, qualification criteria, escalation procedures, and referral processes as required.
- Research and analyze intake performance by geographic market to identify opportunities for growth and areas requiring additional resources.
- Use data to evaluate lead volume, lead quality, conversion rates, case viability, and other performance indicators in existing and prospective markets.
4. Lead Management, Conversion & Intake Funnel
- Own the firm's overall intake conversion strategy and performance.
- Manage the entire intake funnel from initial lead receipt through qualification, consultation, signing, and transition to the appropriate legal department.
- Establish and monitor KPIs including, but not limited to:
- Lead volume
- Speed-to-lead
- Contact rate
- Qualification rate
- Consultation scheduling rate
- Consultation completion rate
- Follow-up compliance
- Signed-client conversion rate
5. Data-Driven Leadership & Performance Management
- Use quantitative data as the primary basis for evaluating departmental performance, identifying problems, making decisions, and driving continuous improvement.
- Own the development, accuracy, and interpretation of Intake Department dashboards and performance reports.
- Monitor intake data on a daily, weekly, and monthly basis.
- Proactively identify trends, abnormalities, bottlenecks, and opportunities for improvement.
- Establish benchmarks and continuously evaluate the department against those standards.
- Monitor both leading indicators-such as response time, contact attempts, follow-up activity, and consultation scheduling-and lagging indicators-such as signed clients, conversion rates, case quality, and downstream outcomes.
- Develop forecasting models to anticipate lead volume, staffing requirements, conversion performance, and future intake needs.
6. Marketing Lead Performance & Business Intelligence
- Work closely with Marketing to evaluate lead volume, lead quality, conversion, and performance by marketing source and campaign.
- Analyze which marketing channels and campaigns generate the highest-quality opportunities and signed clients.
- Evaluate marketing performance by practice area, state, geographic market, location, and campaign.
- Identify underperforming lead sources and recommend corrective action.
- Connect intake performance with marketing spend and downstream case value to help evaluate return on investment.
- Provide Marketing and Executive Leadership with actionable data regarding lead quality and conversion.
- Assist in developing lead allocation strategies based on measurable performance.
7. Intake Processes, SOPs & Quality Control
- Own and continuously improve the firm's intake processes and Standard Operating Procedures.
- Develop, maintain, and update intake scripts, questionnaires, workflows, checklists, and qualification criteria.
- Ensure intake procedures are documented and maintained in the firm's internal SOP management system, including Document360.
- Conduct regular quality-control reviews of calls, lead records, case notes, and intake documentation.
- Use performance data and quality-control findings to identify process gaps and implement corrective measures.
- Ensure intake personnel consistently follow approved procedures and documentation standards.
8. Systems, Technology & Data Integrity
- Own the operational use and effectiveness of intake-related systems and platforms, including Filevine, Lead Docket, Slack, Dropbox, and other relevant technology.
- Ensure accurate and timely data entry across all intake systems.
- Establish standards for lead attribution, source tracking, case status updates, geographic attribution, and documentation.
- Ensure all lead activity is consistently documented to support accurate reporting and performance tracking.
- Monitor all relevant intake channels and platforms to ensure inquiries are promptly identified and addressed.
- Partner with IT, Marketing, Operations, and technology vendors to troubleshoot system issues and improve intake technology.
9. Training & Development
- Develop and maintain comprehensive onboarding and ongoing training programs for intake personnel.
- Train staff on practice-area-specific intake requirements and qualification criteria.
- Train employees on effective communication, active listening, empathy, sales techniques, objection handling, follow-up, and client experience.
- Ensure team members are properly trained on all intake systems and workflows.
- Conduct regular call reviews and provide actionable, data-supported coaching.
Key Performance Indicators
The Director of Intake will be evaluated based on the overall health and performance of the Intake Department, including but not limited to:
- Overall lead-to-client conversion rate
- Qualified lead conversion rate
- Speed-to-lead
- Contact rate
- Consultation scheduling and completion rate
- Follow-up compliance
- Signed-client volume
- Case quality
- Lead source performance
- Marketing campaign performance
- Cost per acquired client
- Performance by practice area
- Performance by state and geographic market
- Performance by office/location
- Intake team productivity
- Individual employee performance
*Location: This role is located at our West Hollywood office and requires physical presence on-site.
Qualifications
- 5+ years of experience in legal intake, law firm operations, sales, client acquisition, business development, or a related field.
- Demonstrated experience managing and developing a team.
- Experience working in a law firm or legal services environment strongly preferred.
- Experience managing intake across multiple practice areas preferred.
- Experience supporting multi-location, multi-state, or geographically distributed operations strongly preferred.
- Strong understanding of sales, lead conversion, client communication, follow-up strategies, and funnel management.
- Highly analytical and data-driven, with demonstrated ability to use data to drive operational and business decisions.
- Advanced comfort working with KPIs, dashboards, spreadsheets, reporting tools, and performance analytics.
- Ability to identify trends and translate data into clear, actionable recommendations.
- Ability to build and manage performance metrics and forecasting models.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Strong leadership, coaching, and problem-solving skills.
- Strong knowledge of CRM, case management, and workflow systems.
Compensation:
Salary $150,000+ depending on experience, plus performance-based incentives
Comprehensive Benefits Package
- Retirement Savings: 401(k) plan available
- Career Development: Opportunities for professional growth and advancement
- Comprehensive Insurance Coverage:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Account
- Life Insurance
- Paid Time Off
- Free onsite parking
Salary Description
$150,000+ and performance-based incentives
