Intake Manager

The Lisinski Law Firm•Boston, MA

6h•$62,400

About The Position

As our Intake Manager, you’ll own one of the most influential moments in the client journey: the first impression. You’ll lead a high energy bilingual team that transforms inquiries into committed clients, elevating every interaction with a true Red Carpet experience. This is your chance to build a powerhouse operation driven by data, fueled by coaching, and obsessed with delivering excellence. If you’re a strategic, people centered leader who loves improving processes, inspiring teams, and turning challenges into wins, this role puts you at the heart of the business. You’ll shape our Intake strategy, solve complex client needs, and create the kind of client experience that sets us apart and keeps them coming back.

Requirements

Bilingual (Spanish English) B2-C1
Bachelor's degree in business management or political science. 4 or more years of leadership experience may substitute for a degree.
Prior leadership experience is required
Possesses excellent bilingual (English and Spanish) interpersonal communication skills, both written and verbal
Must have excellent negotiating skills and ability to close deals with clients
Excellent time management skills with proven ability to meet deadlines and time manage themselves and others, including ability to prioritize tasks and to delegate when appropriate
Impeccable organizational skills and attention to detail
Strong analytical and problem-solving skills
Highly proficient with Microsoft Office Suite, DropBox, and Case Management or related software

Responsibilities

Accountable for overseeing the Intake team and developing a business plan that covers sales, revenue, and expense controls for local office.
Accountable for overseeing the Intake team by providing training, guidance, and support to ensure high performance.
Responsible for ensuring that all departmental goals including revenue, conversion goals, and client calls are handled and supported by the team.
Oversee and ensure appropriate training and development is being provided to team members.
Facilitate team meetings and 1:1’s with team members to review questions and share any process updates.
Accountable for facilitating skip-level meetings with indirect reports to support with developing and improving processes.
Establish and track key performance indicators (KPI’s) for the Intake Team and share results with team members.
Serve as the point of escalation for highly complex, unique, or complicated client issues, ensuring a timely resolution.
Identify and lead opportunities to enhance and improve the client experience and provide feedback to improve processes and services.
Coordinates and collaborates with other departments and leaders to ensure appropriate and elevated support is being provided with an emphasis on retaining the client.
Present sales, revenue and expenses reports and realistic forecasts to the management team.