Intake Manager in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Intake Manager based in United States.

We are seeking an experienced, results-driven Intake Manager to lead the daily operations and overall performance of a high-volume Personal Injury Intake department. In this fully remote leadership role, you will oversee frontline supervisors and drive consistent execution across multiple teams. You will be responsible for improving conversion rates, productivity, service quality, and the prospective client experience. Working closely with cross-functional departments and senior leadership, you will identify operational gaps and implement effective solutions. This opportunity is ideal for a hands-on leader who combines analytical thinking, strong people management, and sound decision-making. You will play a key role in developing high-performing teams and supporting sustainable operational growth.

As Intake Manager, you will oversee frontline leadership, strengthen operational performance, and ensure that intake processes are consistently executed. Your responsibilities will include:

• Lead, coach, and develop Intake Supervisors, ensuring effective management of frontline teams.

• Take ownership of key performance indicators, including conversion, productivity, quality, service, attendance, schedule adherence, and client experience.

• Establish clear performance expectations and hold leaders accountable through coaching, action plans, and performance management.

• Monitor operational trends, identify performance gaps, and implement corrective and preventive measures.

• Collaborate with Quality Assurance, Training, and Workforce Management to improve staffing, team readiness, service quality, and operational efficiency.

• Handle escalated client, employee, workflow, and performance matters requiring management-level judgment.

• Ensure consistent implementation and adherence to standard operating procedures, scripts, qualification criteria, and process updates.

The ideal candidate is an organized and analytical operational leader with a strong background in managing high-volume teams and developing frontline leadership. You should bring:

• At least 5 years of leadership experience in sales, intake, contact center operations, or another high-volume operational environment.

• Direct experience managing and developing frontline supervisors or team leaders.

• A proven track record of managing KPIs, improving productivity, and delivering measurable operational results.

• Strong coaching, performance management, accountability, and employee development skills.

• The ability to analyze operational data, identify trends, and implement effective improvement strategies.

• Experience managing escalations and making sound decisions in challenging or time-sensitive situations.

• Excellent organizational, analytical, communication, and problem-solving abilities.

• The ability to manage competing priorities and lead multiple teams in a fast-paced, performance-driven environment.

• Strong collaboration skills, including experience working with cross-functional teams and senior leadership.

• Professional judgment and the ability to maintain high standards while fostering a positive team culture.

Preferred qualifications:

• Experience in personal injury law, legal intake, or a law firm environment.

• Familiarity with Salesforce, Five9, or comparable CRM and contact center platforms.

• Experience managing sales-oriented or revenue-generating contact center operations.

• Background in a rapidly growing organization undergoing operational expansion.

• Experience implementing process improvements, developing leadership teams, and scaling high-performing departments.

• Previous collaboration with Quality Assurance, Training, Workforce Management, HR, and senior leadership.

• Annual salary of $68,000–$85,000.

• 12 days of paid time off (PTO) per year.

• Health, dental, and vision insurance.

• Fully remote work arrangement, open to candidates residing in Florida, Arizona, or Utah.

• Direct collaboration with senior leadership and the opportunity to influence operational growth.

• Opportunity to build, develop, and scale high-performing teams.

• Supportive and collaborative work environment.

• Opportunities for professional development and career advancement.