Intake Director

Block LLP•Burbank, CA

9d•Hybrid

About The Position

Block LLP is seeking an Intake Director to lead, optimize, and scale our intake function into a high-performance, conversion-driven operation. This role goes beyond day-to-day management; you will own the intake department as a business unit. You are responsible for building systems, driving conversion performance, developing your team, and ensuring that every qualified lead is converted into a signed client whenever possible. You will work directly with leadership and play a key role in firm growth by maximizing the return on inbound leads.

Requirements

5+ years of sales experience (consultative or inbound strongly preferred)
2+ years of legal intake experience (personal injury strongly preferred)
2+ years of leadership experience managing and coaching teams
Proven ability to drive revenue through team performance and conversion optimization
Strong understanding of intake funnels, KPIs, and sales performance metrics
Experience building or improving systems and processes
Excellent communication, leadership, and coaching skills
Comfortable managing both in-office and remote teams

Responsibilities

Lead, manage, and develop a team of intake specialists (in-office and remote)
Set clear performance expectations, accountability standards, and KPIs
Build a high-performance, sales-oriented intake culture
Own conversion rates from lead → consultation → signed client
Drive consistent improvement in intake performance through coaching and process refinement
Ensure every lead is handled with urgency, professionalism, and a strong close
Develop and refine intake scripts, workflows, and SOPs
Identify bottlenecks in the intake funnel and implement solutions
Partner with Marketing to improve lead quality and conversion outcomes
Track and report on key metrics: contact rate, conversion rate, response time, signed cases, and lead quality
Provide weekly insights to leadership on performance and opportunities
Use data to drive decisions, not assumptions
Oversee intake-to-case handoff and ensure smooth transitions to legal teams
Serve as escalation point for complex or high-value cases
Collaborate with Pre-Litigation, Litigation, and Operations teams
Hire, train, and onboard new intake team members
Conduct regular call reviews, coaching sessions, and performance feedback
Develop team members into top-performing intake professionals
Intake department performance and accountability
Lead-to-sign conversion rates and signed case volume
Intake systems, scripts, and workflows
Team performance, training, and development
CRM pipeline management and data integrity
Continuous improvement of intake operations