Intake Manager

Ovation Law Firm

2d • $68,000 - $85,000 • Remote

About The Position

Ovation Law Firm is seeking an experienced, results-driven, and highly organized Intake Manager to lead the daily execution and overall performance of its Personal Injury Intake operation. The role oversees and develops frontline leaders, drives performance against intake and conversion metrics, monitors operations, identifies improvement opportunities, resolves escalated issues, and holds leaders accountable for departmental goals.

The Intake Manager works closely with Quality Assurance, Workforce Management, Training, HR, and senior leadership to improve operational efficiency, strengthen team performance, and deliver an exceptional experience for prospective clients. This role is suited to an operational leader with experience managing high-volume sales, intake, or contact center environments who can develop people while driving measurable business results. The position is fully remote and open only to candidates residing in Florida, Arizona, or Utah.

Requirements

• At least 5 years of leadership experience in sales, intake, contact center operations, or another high-volume operational environment.
• Experience directly managing and developing frontline supervisors or team leaders.
• Demonstrated success managing KPIs, driving operational performance, and improving team productivity and results.
• Strong experience with coaching, performance management, accountability, and employee development.
• Ability to analyze operational data, identify performance trends, and implement effective solutions.
• Experience managing escalations and making sound decisions in challenging or time-sensitive situations.
• Strong organizational, analytical, communication, and problem-solving skills.
• Ability to manage competing priorities and lead multiple teams in a fast-paced, performance-driven environment.
• Ability to collaborate effectively with cross-functional departments and senior leadership.
• Strong judgment, professionalism, and ability to maintain accountability while fostering a positive team culture.
• Must reside in Florida, Arizona, or Utah.

Nice To Haves

• Experience in personal injury law, legal intake, or a law firm environment.
• Experience with Salesforce, Five9, or comparable CRM and contact center technologies.
• Background managing sales-oriented or revenue-generating contact center operations.
• Experience working in a rapidly growing organization undergoing operational expansion.
• Experience implementing operational improvements, developing leadership teams, and scaling high-performing departments.
• Experience partnering closely with Quality Assurance, Training, Workforce Management, HR, and senior leadership.

Responsibilities

• Lead and develop Intake Supervisors and ensure consistent management of frontline Intake teams.
• Own performance across conversion, productivity, quality, service, attendance, adherence, and client-experience measures.
• Set performance expectations and hold leaders accountable through coaching, action planning, and performance management.
• Review operational trends and implement corrective or preventive action for performance, process, or client-experience gaps.
• Partner with Quality Assurance, Training, and Workforce Management on staffing, readiness, quality, and operational improvement.
• Resolve escalated client, employee, workflow, and performance matters requiring management-level decisions.
• Ensure SOPs, scripts, qualification standards, and process changes are implemented and followed consistently.

Benefits

• Annual salary of $68,000–$85,000.
• 12 PTO days per year.
• Health, dental, and vision insurance benefits.
• Opportunity to work closely with senior leadership and directly influence the firm's operational growth.
• Leadership role with the opportunity to build, develop, and scale high-performing teams.
• Supportive and collaborative work environment with opportunities for professional growth and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed