Intake Manager

Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are strengthening our internal operations, leadership structure, and client intake processes to ensure efficiency, consistency, and sustainable growth.

Our Personal Injury Intake operation plays a critical role in the firm’s success, serving as the first point of contact for potential clients and helping ensure that every inquiry is handled professionally, efficiently, and with care. Strong operational leadership is essential to delivering an exceptional client experience while driving performance and business results.

We are seeking an experienced, results-driven, and highly organized Intake Manager to lead the daily execution and overall performance of our Personal Injury Intake operation.

In this role, you will oversee and develop frontline leaders, drive performance against key intake and conversion metrics, and ensure consistent execution across teams. You will be responsible for monitoring operational performance, identifying opportunities for improvement, resolving escalated issues, and holding leaders accountable for achieving departmental goals.

You will work closely with Quality Assurance, Workforce Management, Training, HR, and senior leadership to improve operational efficiency, strengthen team performance, and deliver an exceptional experience for prospective clients.

This position is ideal for an operational leader with experience managing high-volume sales, intake, or contact center environments who thrives in a fast-paced, performance-driven organization. The successful candidate will combine strong leadership skills, analytical thinking, sound judgment, and a commitment to developing people while driving measurable business results.

• 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.

• 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…