Intake Manager - Chicago

Intake Manager

Since 2020, Lisinski Law Firm has served as a dedicated humanitarian immigration practice committed to providing meaningful support to individuals and families seeking safety, stability, and a path forward. We frequently stand with clients who have been turned away elsewhere, offering both advocacy and care. Joining our Firm means becoming part of a team devoted to keeping families together and "Changing as Many Lives as Possible."

The Intake Manager is accountable for end-to-end conversion performance, coaching effectiveness, and operational execution for an intake team operating in virtual and/or in-office modalities. This role leads and develops Intake Leads and Specialists, builds a disciplined coaching culture, and ensures consistent performance, compliance, and client experience standards.

• Lead, develop, and hold accountable a team of Intake Leads and Specialists, establishing clear expectations, performance standards, and coaching rhythms.
• Own conversion performance across the full span of control by analyzing performance data, identifying root causes of gaps, and implementing corrective actions with urgency.
• Develop Intake Leads as effective coaches and people leaders by strengthening their ability to observe consultations, evaluate performance, and independently drive improvement.
• Conduct structured 1:1s with Leads and direct reports, reviewing individual and team performance, coaching effectiveness, and development priorities.
• Review consultation recordings, dashboards, and CRM data to identify patterns, coaching opportunities, and escalation needs.
• Serve as the escalation point for complex, sensitive, or high-stakes client situations requiring manager-level judgment.
• Lead daily team huddles as applicable to reinforce priorities, review performance, align on execution, and sustain accountability and engagement.
• Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities, escalating insights with data and recommended actions.
• Partner with Training and QA to ensure firm standards are reinforced through frontline coaching and QA findings translate into corrective action.
• Manage performance at all levels, including recognition and development of top performers, structured PIPs, and decisive action on persistent underperformance.
• Participate in hiring decisions for Intake Lead and Specialist roles, applying established evaluation criteria and gold-standard expectations.
• Ensure compliance with firm policies, CRM documentation standards, QA protocols, and operational requirements.
• When required due to volume or coverage needs, step in to conduct consultations, modeling the selling framework and consultation standards expected of all Specialists.

• High school diploma required;
  Bachelor's degree preferred
• 3-5 years in a consultative sales role with demonstrated, articulable conversion performance results
• 2-4 years previous experience leading a team
• Immigration, legal services, financial services, or consultative professional services experience preferred
• CRM performance tracking and documentation proficiency (Litify/Salesforce preferred).
• Phone and video consultation execution to support overflow volume and maintain service levels as needed.
• Bilingual (Spanish English) B2-C1 Required
• Decision Quality
  - Exercises sound judgment in high-stakes situations, performance management decisions, and escalation scenarios, acting decisively within authority while involving leadership appropriately.
• Directs Work
  - Provides clear daily direction, ensuring team understands priorities, expectations, and how to execute effectively.
• Builds Effective Teams
  - Develops a high-performing team by observing consultations, delivering specific coaching, accelerating ramp-up for new hires, and fostering accountability and morale.
• Collaborates
  - Partners closely with leader, escalating trends with supporting data and recommended actions, and aligning on staffing, performance, and operational priorities.
• Instills Trust
  - Builds confidence and credibility with direct reports by setting clear expectations, providing fair and consistent coaching, addressing performance issues, and modeling the selling framework.
• In-person consultation observation and real-time coaching, providing immediate, actionable feedback to improve execution and client outcomes.
• Performance data interpretation and analysis to identify trends, diagnose gaps, and inform coaching priorities.
• Client escalation management with sound manager-level judgment and resolution skill

• Monday to Friday 8:30 AM - 5:30PM (CT).

Lisinski Law Firm provides a comprehensive benefits package that supports the diverse needs of our employees and their families. We recognize the importance of health and well-being and are committed to fostering an environment where every team member can feel and perform at their best.

• 401k Match
• Medical, Dental, & Vision…