Intake Manager - Phoenix

About the Role

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. The Intake Manager drives results through data-informed decision‑making, hands‑on coaching, and strong accountability systems while serving as a cultural and operational anchor for the team.

Job Functions & Responsibilities

• 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.

• 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 the 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 the 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.
• Performance data interpretation and analysis to identify trends, diagnose gaps, and inform coaching priorities.
• Client escalation management with sound manager‑level judgment and resolution skills.

• 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 of previous experience leading a team.
• Immigration, legal services, financial services, or consultative professional services experience preferred.
• Bilingual (Spanish/English) B2‑C1 required.

• Monday to Friday, 8:30 am to 5:30 pm…