Director, Provider Intake Contact Center

PPLSI

5d • Remote

About The Position

The Director, Contact Center Legal Intake provides strategic and operational leadership for LegalShield's Member Intake Services organization, ensuring the delivery of exceptional member experiences through a high-performing, omnichannel contact center. This role drives operational excellence, leads cross-functional partnerships, and oversees workforce strategy, compliance, technology, and continuous improvement to support provider law firms and achieve organizational objectives.

Requirements

• Bachelor's degree in Business Administration, Communications, Organizational Leadership, Legal Studies, or a related field required.
• Comprehensive knowledge of contact center operations, workforce management, and omnichannel service delivery.
• Knowledge of member intake processes, customer experience best practices, and service delivery operations.
• Understanding of legal services operations, attorney-client privilege, confidentiality requirements, conflict-of-interest procedures, and unauthorized practice of law (UPL) regulations preferred.
• Knowledge of quality assurance methodologies, performance management, workforce planning, and continuous improvement principles.
• Familiarity with contact center technologies, CRM platforms, workforce management systems, telephony platforms, AI-enabled solutions, and reporting tools.
• Knowledge of applicable federal, state, and local regulations related to privacy, compliance, and consumer communications, including TCPA and HIPAA where applicable.
• Strong financial and operational acumen, including budgeting, forecasting, and resource planning.
• A minimum of seven (7) years of progressive leadership experience in contact center operations, customer service, service delivery, or related operational environments.
• Minimum of three (3) years leading large-scale, high-volume contact center operations with responsibility for managers and frontline teams.
• Demonstrated experience managing organizations of 100 or more employees in a fast-paced, customer-focused environment.
• Experience developing operational strategy, improving service delivery, and leading organizational transformation initiatives.
• Proven success implementing process improvements, workforce optimization strategies, and performance management programs that improve operational efficiency and customer satisfaction.
• Experience partnering with executive leadership, cross-functional business teams, external vendors, and third-party partners to achieve organizational objectives.
• Experience leading technology implementations, automation initiatives, or digital transformation projects within a contact center environment.
• Must be able to communicate effectively, both verbally and in writing, with employees, provider law firms, vendors, and executive leadership.
• Must be able to perform the essential functions of the position with or without reasonable accommodation.

Nice To Haves

• Master's degree in Business Administration (MBA), Organizational Leadership, Communications, or a related discipline preferred.
• Juris Doctor (J.D.), Paralegal Certification, or other legal services education is preferred but not required.
• Experience working within legal services, healthcare, financial services, insurance, or another highly regulated industry strongly preferred.
• Experience supporting provider networks, franchise organizations, or multi-location service delivery models is preferred.

Responsibilities

• Provides strategic and operational leadership for LegalShield's Member Intake Services organization, serving as the primary entry point for members seeking legal services through LegalShield's network of provider law firms.
• Establishes the vision, strategy, governance, and operational excellence of a high-volume, omnichannel contact center that delivers exceptional member experiences while ensuring compliance with legal, regulatory, and company standards.
• Provides executive oversight of all member intake operations, including contact center performance, workforce strategy, quality assurance, service delivery, operational planning, resource management, technology optimization, and continuous process improvement.
• Develops scalable operating models, establishes performance standards, and ensures operational execution aligns with organizational priorities, provider law firm expectations, and member service commitments.
• Establishes and monitors key operational and member experience metrics, including service levels, response times, quality scores, member satisfaction, first-contact resolution, conversion rates, and operational efficiency.
• Identifies performance trends, mitigates operational risks, and implements strategies that improve productivity, enhance service quality, and support long-term organizational growth through data-driven decision-making.
• Partners with Service Excellence, Lawyer Services, Product, Technology, Human Resources, Compliance, Finance, and Provider Law Firms to support strategic initiatives, improve operational effectiveness, and ensure readiness for new products, services, and organizational growth.
• Serves as a trusted advisor to senior leadership by providing operational insights, recommending strategic improvements, and ensuring alignment between business objectives and service delivery capabilities.
• Provides executive leadership for business transformation initiatives, including the implementation of new technologies, automation, artificial intelligence, workforce optimization solutions, and process improvements that enhance both the member and employee experience.
• Champions innovation by evaluating emerging trends, identifying opportunities to modernize operations, and ensuring the contact center remains scalable, agile, and capable of supporting future business needs.
• Builds and develops a high-performing leadership team while fostering a culture of accountability, collaboration, innovation, and continuous improvement.
• Oversees workforce planning, talent development, succession planning, budget management, performance management, change leadership, and organizational effectiveness.
• Delivers agreed-upon service levels and operational KPIs, including service level, average speed of answer, abandoned call rate, contact and conversion rates, first-contact resolution, and case cycle time.
• Ensures timely, accurate, and efficient member intake experiences across all communication channels.
• Optimizes workforce utilization, scheduling, and operational processes to improve productivity while maintaining service quality.
• Maintains operational readiness to support business growth, new services, and changing provider needs.
• Delivers an exceptional member experience that improves member satisfaction, loyalty, and retention.
• Builds and maintains strong partnerships with LegalShield's provider law firms by consistently meeting service commitments and operational expectations.
• Improves provider responsiveness, communication, and coordination throughout the intake process.
• Reduces member escalations while ensuring seamless transitions from intake to provider law firms.
• Builds, develops, and retains a high-performing team of leaders, intake specialists, and support staff.
• Creates a culture of accountability, collaboration, continuous improvement, and member-focused service.
• Improves employee engagement, retention, and leadership effectiveness through coaching, performance management, and professional development.
• Ensures workforce planning and resource allocation effectively support operational demands.
• Ensures all intake operations comply with applicable legal, regulatory, ethical, and privacy requirements, including attorney-client privilege, UPL regulations, and company policies.
• Maintains high quality standards through effective quality assurance programs, audits, and corrective action initiatives.
• Minimizes operational risk while ensuring consistent execution of intake procedures and confidentiality requirements.
• Promotes a culture of compliance, accountability, and continuous quality improvement.
• Develops and executes strategic initiatives that improve operational performance, scalability, and organizational effectiveness.
• Leverages technology, automation, AI, and analytics to enhance member experience and operational efficiency.
• Uses performance data and business insights to drive continuous improvement and support executive decision-making.
• Successfully partners with Service Excellence, Lawyer Services, Product, Technology, HR, and other business leaders to achieve organizational priorities and support long-term growth.

Benefits

• PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities.
• We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class.
• We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
• If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].

What This Job Offers

• Job Type: Full-time
• Career Level: Director