Join One of California's Fast-Growing Personal Injury/Elder Abuse Law Firms
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.
Position Summary
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.
Responsibilities
Must be fluent in both English and Spanish (spoken and written). This is a mandatory requirement for the position.
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 ma