Director of Intake Operations

Job Summary

To support rapid growth, the full-time remote Director of Intake Operations will build and lead a multi-functional organization focused on turning demand into qualified opportunities, ensuring high performance across Intake, In-House Signing, White Glove, and Reception/Client Success teams.

Key responsibilities

• Transform Contact Strategy priorities and KPI targets into actionable operating plans with clear ownership and measurable outcomes
• Drive performance by owning execution against established Intake KPIs and conducting disciplined business reviews to identify root causes and actions
• Lead and develop functional leaders, ensuring accountability for day-to-day performance and building succession plans for continued growth

Required qualifications

• 7+ years of progressive leadership experience in legal intake, contact center operations, or high-volume service environments, with 5+ years leading multiple layers of management
• Proven success in improving key performance metrics such as conversion rates, contact rates, and service quality
• Strong knowledge of performance management, workforce planning, and operational analytics, with the ability to translate data into actionable strategies
• Exceptional executive communication and cross-functional leadership skills, capable of influencing decisions in a fast-paced environment
• High ownership and judgment, balancing growth, client experience, and operational discipline effectively