Director of Intake

A company is looking for a Director of Intake to build and operationalize a world-class intake function for personal injury law firms.

Key Responsibilities

Lead and manage a team of mystery shoppers and build quality standards

Own and deliver the Intake & Conversion Sprint, ensuring measurable ROI for clients

Audit client scripts, train intake teams, and enable cross-sell opportunities for ongoing services

Required Qualifications

Experience managing or building intake departments in legal or high-volume B2C environments

Strong coaching ability to diagnose tone, empathy, and call flow weaknesses

Exceptional operational discipline to build systems and repeatable processes

Analytical mindset to translate call behaviors into business outcomes

Comfortable reporting directly to senior leadership and influencing cross-functional teams