Intake Operations Manager
Location: Denver, CO 80202 (Onsite)
Salary: $130,000–$170,000 annually
Bonus Opportunity: Up to $10,000 annually through quarterly performance incentives
Lead the Future of Legal Intake Operations
We are seeking an experienced and strategic Intake Operations Manager to lead, optimize, and elevate our intake department. This is a high-impact leadership opportunity for an operations professional who thrives on building scalable processes, leading high-performing teams, leveraging data to drive decisions, and delivering exceptional client experiences.
The ideal candidate has a strong background in legal intake or call center operations, preferably within the personal injury industry, and is passionate about operational excellence, quality assurance, and continuous improvement.
What You'll DoData-Driven Intake Optimization
- Monitor and analyze key intake metrics, including response times, transfer rates, conversion rates, and case drop-offs.
- Develop and maintain KPI dashboards that provide leadership with actionable insights into intake performance.
- Identify operational inefficiencies and implement process improvements that enhance client experience and team performance.
Quality Assurance & Process Standardization
- Design and manage a comprehensive quality assurance program to ensure every client interaction is professional, empathetic, and consistent.
- Develop structured call review and coaching processes.
- Create, document, and maintain standard operating procedures (SOPs) for all intake workflows.
- Ensure compliance with established intake protocols and quality standards.
Technology & System Integration
- Lead the transition of intake tracking from Captura to SmartAdvocate.
- Develop case statuses, workflows, and reporting structures that improve operational visibility.
- Partner with internal stakeholders to ensure seamless integration of intake data across firm systems.
Onboarding, Training & Performance Management
- Build and implement a structured onboarding program for new intake team members.
- Deliver ongoing coaching focused on communication, empathy, case qualification, and client service.
- Monitor employee performance and ensure consistent adherence to established processes and quality expectations.
Operational Leadership & Cross-Functional Collaboration
- Establish clear accountability and reporting structures within the intake department.
- Partner closely with shift supervisors to improve productivity, reduce lost opportunities, and optimize workflows.
- Improve call routing, role handoffs, and operational efficiencies to eliminate bottlenecks.
- Collaborate with firm leadership to align intake operations with strategic business objectives.
What We're Looking ForEducation
- Bachelor's degree required
- Master's degree preferred
Experience & Industry Knowledge
- 5+ years of leadership experience in legal intake, client intake operations, or call center management.
- Personal injury law firm experience strongly preferred.
- Demonstrated success designing intake workflows, quality assurance programs, and scalable operational processes.
- Experience using case management platforms such as SmartAdvocate, Captura, or similar software.
Analytical & Operational Excellence
- Strong analytical mindset with experience measuring and improving operational KPIs.
- Proven ability to develop dashboards and utilize data to drive business decisions.
- Skilled at identifying operational gaps and implementing effective solutions.
Leadership & Communication
- Proven experience leading, mentoring, and developing high-performing teams.
- Exceptional interpersonal, coaching, and communication skills.
- Ability to collaborate effectively with leadership and cross-functional departments.
Process Improvement & Problem Solving
- Highly organized with exceptional attention to detail.
- Strong documentation skills, including SOP development and process mapping.
- Proactive, solutions-oriented leader who thrives in a fast-paced environment.
Benefits & Perks
- Competitive salary: $130,000–$170,000
- Quarterly performance incentives of up to $2,500 (up to $10,000 annually) based on overall call center efficiency and performance after 90 days of employment
- Comprehensive Medical, Dental & Vision Insurance
- 401(k) Retirement Plan
- 15 days of Paid Time Off
- 10 Paid Company Holidays
- Professional development and career growth opportunities
- Opportunity to shape and lead a critical department within a growing organization
Why Join Us?
This is more than an operations role—it's an opportunity to build, lead, and transform an intake department that directly impacts the client experience and the firm's success. If you're a strategic leader who enjoys optimizing operations, developing people, and creating measurable business impact, we'd love to meet you.
Apply today and help us build an intake operation that sets the standard for excellence.
Pay: $130,000.00 - $170,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Intake Operations Management: 5 years (Required)
Ability to Commute:
- Denver, CO 80202 (Required)
Work Location: In person
