Manager of Intake Operations

Manager of Intake Operations

Northwest Partners is partnering with a premier client in the legal services industry to hire an experienced full-time Manager of Intake Operations .

What YOU will do

• Drive the execution of operational strategy for the intake function with discipline, scalable processes, and data-driven decision-making.

• Lead and mentor Intake Supervisors overseeing both general and high-value ("White Glove") intake teams.

• Own performance metrics including conversion, contact rate, speed-to-lead, service levels, and quality across multiple channels (phone, chat, SMS, and web forms).

• Ensure high-touch service and case qualification excellence for catastrophic and high-value leads.

• Design and refine workflows, escalation protocols, and standard operating procedures to improve efficiency, compliance, and client experience.

• Collaborate cross-functionally with Workforce Management, Quality Assurance, Learning & Development, and Analytics to align forecasting, scheduling, training, and reporting.

• Partner with CRM and IT teams to optimize Salesforce workflows, omnichannel systems, and automation/AI tools.

• Cultivate a client-centered, empathetic, and results-driven culture within the intake department.

• Manage high-impact escalations and ensure appropriate resolution in partnership with operations and legal teams.

• Develop internal leaders and support professional growth to build succession strength within the intake department.

What YOU will bring us

• 5+ years of leadership experience in legal intake, contact center management, or operations, including 2+ years managing supervisors or managers.

• Proven track record of managing large, diverse teams across specialized functions.

• Strong background in performance management, lead conversion strategy, and CRM workflows (Salesforce preferred).

• Experience working with WFM, QA, Training, and Reporting functions.

• Excellent communication, analytical skills, and executive presence.

• Preferred: legal industry experience (personal injury or mass tort), knowledge of AI-driven intake tools, project/change management experience, and bilingual English/Spanish skills.

Benefits Include

Comprehensive benefits available to full-time employees.

About Northwest Partners

Northwest Partners is an equal opportunity employer. At Northwest Partners we are dedicated to moving at the speed of innovation. We work with clients across the globe to provide exceptional knowledge, talent, and resources. As a trusted partner, we merge the client's vision with our expertise to deliver powerful results. Northwest Partners is known for building and managing elite teams in technology across diverse industries. Our mission is to empower every talent and every client to achieve more.