Intakes Strategy Manager

Shift: Monday-Friday 9am – 6pm PST (California time)

About the Role

We are seeking a high-performance leader to oversee and elevate our Client Intake team—the frontline of our law firm's success. As Intake Operations Manager, you’ll drive process excellence, sales conversions, and lead nurturing. You'll own sales pipeline optimization, call monitoring, automation workflows, and coaching a global intake team to consistently exceed sign-up targets.

Leadership & Team Management

• Lead, coach, and scale a global team of intake specialists and call agents.


• Implement performance KPIs for call-to-sign-up conversion, follow-up speed, and retention of leads.


• Conduct weekly scorecard reviews, coaching underperformers and rewarding top agents.

Sales & Conversion Strategy

• Own the sales pipeline from first call to client sign-up.


• Develop call scripts, rebuttal frameworks, and objection-handling playbooks.


• Drive conversion rate improvements through A/B testing of messaging and processes.

Call Quality Monitoring & Auditing

• Oversee daily QA of intake calls using platforms like RingCentral, CallRail, or similar.


• Launch auto-call back strategies to increase contact rates.


• Audit follow-ups and develop SOPs for lead recapture and retention.

Process Mapping & Improvement

• Map out the end-to-end intake workflow (lead source → first contact → sign-up).


• Identify bottlenecks and optimize for speed, efficiency, and conversion.


• Collaborate with automation engineers to enhance Zapier/API-triggered workflows.

Reporting & Analytics

• Track key sales KPIs using Looker Studio dashboards.


• Report weekly on team performance, pipeline velocity, and close rates.


• Recommend compensation changes or headcount scaling based on performance metrics.

Required Skills & Experience

• 5+ years experience in a sales-driven intake, call center, or client service role, with at least 2 years in a leadership or ops management capacity.


• Proven success in high-volume inbound/outbound environments.


• Expert in call coaching, QA, and callback recovery strategies.


• Experience with process mapping, workflow documentation, and systems optimization.


• Strong proficiency with CRM tools (e.g., LeadDocket, Filevine, HubSpot), call systems (e.g., RingCentral, CallRail), and Google Suite.


• Fluent in English (Spanish a plus).


• Bonus: Experience in PI law firm intake or legal services a strong advantage.

Tools & Tech Stack

• Call Monitoring: RingCentral, CallRail


• CRM & Intake: LeadDocket, Filevine


• Automation: Zapier, Google Suite


• Analytics: Looker Studio (Data Studio), Google Sheets Dashboards
  
  

Who You Are

• A sales-first leader with the empathy to coach and the data skills to optimize.


• Driven by measurable performance and motivated by results, not activity.


• Comfortable building systems, processes, and scaling winning teams.


• Excited to own a high-volume, high-reward intake pipeline that drives growth.