Senior Personal Injury- Intake Manager

Senior Intake Manager

J&Y Law | Century City, CA

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.

If you are an experienced leader who thrives in a fast-paced environment, understands personal injury law, and is passionate about building successful teams, we want to hear from you.

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.

• 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.

• 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.
• Must be fluent in both English and Spanish (spoken and written). This is a mandatory requirement for the position.

• 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.
• Client experience management.

Success in this role will be measured by:

• Lead response time
• Client conversion percentage
• Signed case volume
• Call quality scores
  
  Client satisfaction
• Team productivity
• Employee development
• Attendance and accountability
• Department efficiency
• Cross-department collaboration

The Senior Intake Manager will:

• Lead by example.
• Hold employees accountable.
• Coach with professionalism and respect.
• Drive continuous improvement.
• Support employee development.
• Maintain a positive workplace culture.
• Promote teamwork across departments.
• Deliver exceptional client service.

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.

• Competitive salary (DOE)
• Performance bonus opportunities
• Medical, Dental & Vision Insurance
• Paid Time Off
• Paid Holidays
• 401(k) with Matching
• Professional development opportunities
• Career growth within a rapidly expanding law firm