Senior Personal Injury- Intake Manager

JAVAHERI & YAHOUDAI, A PROFESSIONAL LAW CORPORATION•Los Angeles, CA

23h•Onsite

About The Position

J&Y Law is seeking an experienced Senior Intake Manager to lead and elevate our Intake Department. This is a leadership role responsible for managing a high-performing intake team, improving client conversion, coaching staff, and ensuring every potential client receives exceptional service from the very first interaction. The Senior Intake Manager oversees the daily operations of the Intake Department, ensuring prospective clients receive prompt, compassionate, and professional service while maximizing case retention and conversion. This position works closely with firm leadership to develop department strategies, improve performance metrics, implement training programs, and maintain outstanding client satisfaction.

Requirements

Minimum 5 years of Personal Injury Intake experience.
Minimum 3 years managing or supervising an intake team.
Strong knowledge of California Personal Injury processes.
Proven leadership and coaching experience.
Experience managing high-volume call environments.
Excellent communication and interpersonal skills.
Strong organizational and time management abilities.
Data-driven with experience analyzing KPIs.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Litify, Salesforce, or comparable CRM systems preferred.
Experience with Microsoft Office and Google Workspace.
Must be fluent in both English and Spanish (spoken and written). This is a mandatory requirement for the position.

Nice To Haves

Plaintiff Personal Injury law firm.
High-volume intake operations.
Call center leadership.
KPI development and reporting.
Employee performance management.
Training and onboarding.
Process improvement initiatives.
Client experience management.

Responsibilities

Lead, mentor, and develop the Intake Department.
Supervise Intake Specialists, Team Leads, and support staff.
Monitor daily department performance and production.
Coach employees through regular one-on-one meetings.
Review call quality and provide constructive feedback.
Improve conversion rates from lead to signed client.
Develop and implement intake procedures and best practices.
Ensure all leads are handled promptly and professionally.
Monitor response times and client communication.
Analyze KPIs and prepare leadership reports.
Partner with Marketing regarding lead quality and intake performance.
Coordinate with Pre-Litigation and Litigation teams for smooth case transitions.
Resolve escalated client concerns professionally.
Assist with hiring, interviewing, onboarding, and performance management.
Create department training materials and SOPs.
Ensure compliance with firm policies and applicable legal requirements.
Foster a positive, collaborative, and accountable team culture.