Intake Operations Manager | Personal Injury

Company Description

Company Description

Join an Award-Winning Personal Injury Law Firm

Changing Lives. One Client at a Time

Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.

• Faith
  - We act with integrity, honesty, and purpose in everything we do.
• Accountability
  - We take ownership of our work, our commitments, and the results we deliver.
• Leadership
  - We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.
• Loyalty
  - We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.
• Service to Our Clients
  - We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.
• Service to Our Teammates
  - We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.
• Service to Our Community
  - We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.

If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives - one client at a time.

The Intake Manager is responsible for leading, developing, and managing a high-performing Intake Department that delivers exceptional client service, maximizes qualified case sign-ups, and ensures operational excellence. This role oversees Intake Case Managers and support staff, drives departmental KPIs, improves client retention, manages escalated client concerns, and implements processes that enhance productivity and quality.

The ideal candidate has significant plaintiff personal injury law firm experience, proven success managing high-volume intake teams, strong leadership skills, and a track record of achieving measurable performance results.

• Lead, mentor, and develop Intake Case Managers and support staff.
• Conduct regular coaching sessions, performance reviews, and accountability meetings.
• Establish individual and team goals aligned with departmental objectives.
• Develop future leaders through ongoing coaching and training initiatives.
• Promote a culture of accountability, collaboration, and excellence.

• Oversee all intake operations from initial contact through case assignment.
• Ensure consistent application of intake procedures and qualification standards.
• Develop and implement best practices for client onboarding and case screening.
• Partner with attorneys and operational leaders to improve intake performance.

• Ensure exceptional client service and responsiveness.
• Act as the primary escalation point for complex client concerns.
• Contact clients considering termination of services and work to preserve client relationships.
• Conduct exit interviews and identify opportunities for service improvement.
• Respond to escalations originating from leadership, social media, email complaints, and client concerns.

• Develop and monitor department KPIs, including:
  • Sign-up conversion rates
  • Call response times
  • Client satisfaction scores
  • Client retention rates
  • Productivity metrics
  • Quality assurance results
• Analyze performance trends and implement improvement strategies.
• Create action plans to address…