Director of Intake

Job Summary

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