The Director of Contact Center Operations & Technology is a strategic, results -driven leader responsible for optimizing the performance, technology, and people that power our intake and contact center organization. This individual will drive the vision and execution of a best -in -class operation focused on lead conversion, intake excellence, and customer experience. We’re seeking a proven operator with deep expertise in legal intake management—ideally within a personal injury or high -volume legal services environment—who thrives on improving contact rates, conversion, and customer satisfaction through people, process, and technology innovation. This role oversees both inbound and outbound call operations, including bilingual (English/Spanish) teams, and will ensure every interaction maximizes conversion potential. The ideal candidate combines operational excellence with hands -on experience in CRM and intake platforms such as Lead Docket, Salesforce, or comparable systems, and brings a data -driven mindset to performance management, technology adoption, and team leadership. This is a transformative leadership opportunity at the intersection of intake excellence, technology, and business growth. The Director of Contact Center Operations & Technology will shape the firm’s first impression with every prospective client—elevating performance, conversion, and client experience while fostering a culture of innovation and accountability