Director of Intake

Omega Law Group is a prestigious personal injury law firm serving California and Texas. We are committed to championing the rights of individuals who have suffered due to negligence or wrongful acts. Our dedicated team is known for delivering exceptional service and winning results for our clients. Through innovation compassion and expertise we have gained a reputation as one of the leading law firms in personal injury. To learn more please visit our website: .

Position Overview

The Director of Intake is the senior leader responsible for the overall performance strategy and operational success of our Intake Department. This position oversees intake across all of the firms multidisciplinary practice areas including but not limited to Personal Injury Employment Elder Abuse Mass Torts and other current or future practice areas.

Responsibilities

1. Intake Department Leadership & Management

• Own the day-to-day operations and overall performance of the Intake Department.
• Lead manage coach and develop Intake Specialists and other intake personnel.
• Establish clear expectations performance standards goals and accountability measures for the department.
• Monitor individual and team performance and take appropriate action when performance falls below expectations.
• Conduct regular team meetings coaching sessions and performance reviews.
• Create a culture of urgency accountability professionalism teamwork and exceptional client service.
• Serve as the primary escalation point for intake-related issues and client concerns.
• Provide hands-on support to the intake team during periods of high call volume staffing shortages or other operational needs.

2. Multidisciplinary Intake Oversight

• Oversee intake operations across all firm practice areas including but not limited to:
• Personal Injury
• Employment
• Elder Abuse
• Mass Torts
• Other emerging or future practice areas
• Ensure each practice area has appropriate screening criteria workflows questionnaires scripts escalation procedures and qualification standards.
• Develop processes for handling matters that may involve multiple practice areas or require additional legal review.
• Ensure intake personnel understand the distinction between gathering information and providing legal advice and consistently operate within approved guidelines.

3. Geographic Expansion & Market Development

• Support the firms strategic expansion into new states cities geographic markets and office locations by developing scalable intake infrastructure and processes.
• Partner with Executive Leadership Marketing Legal Operations and other departments to develop intake strategies for new markets.
• Establish market-specific intake workflows scripts qualification criteria escalation procedures and referral processes as required.
• Research and analyze intake performance by geographic market to identify opportunities for growth and areas requiring additional resources.
• Use data to evaluate lead volume lead quality conversion rates case viability and other performance indicators in existing and prospective markets.

4. Lead Management Conversion & Intake Funnel

• Own the firms overall intake conversion strategy and performance.
• Manage the entire intake funnel from initial lead receipt through qualification consultation signing and transition to the appropriate legal department.
• Establish and monitor KPIs including but not limited to:
• Lead volume
• Speed-to-lead
• Contact rate
• Qualification rate
• Consultation scheduling rate
• Consultation completion rate
• Follow-up compliance
• Signed-client conversion rate

5. Data-Driven Leadership & Performance Management

• Use quantitative data as the primary basis for evaluating departmental performance identifying problems making decisions and driving continuous improvement.
• Own the development accuracy and interpretation of Intake Department dashboards and performance reports.
• Monitor intake data on a daily weekly and monthly basis.
• Proactively identify trends abnormalities bottlenecks and opportunities for improvement.
• Establish benchmarks and continuously evaluate the department against those standards.
• Monitor both leading indicatorssuch as response time contact attempts follow-up activity and consultation schedulingand lagging indicatorssuch as signed clients conversion rates case quality and downstream outcomes.
• Develop forecasting models to anticipate lead volume staffing requirements conversion performance and future intake needs.

6. Marketing Lead Performance & Business Intelligence

• Work closely with Marketing to evaluate lead volume lead quality conversion and performance by marketing source and campaign.
• Analyze which marketing channels and campaigns generate the highest-quality opportunities and signed clients.
• Evaluate marketing performance by practice area state geographic market location and campaign.
• Identify underperforming lead sources and recommend corrective action.
• Connect intake performance with marketing spend and downstream case value to help evaluate return on investment.
• Provide Marketing and Executive Leadership with actionable data regarding lead quality and conversion.
• Assist in developing lead allocation strategies based on measurable performance.

7. Intake Processes SOPs & Quality Control

• Own and continuously improve the firms intake processes and Standard Operating Procedures.
• Develop maintain and update intake scripts questionnaires workflows checklists and qualification criteria.
• Ensure intake procedures are documented and maintained in the firms internal SOP management system including Document360.
• Conduct regular quality-control reviews of calls lead records case notes and intake documentation.
• Use performance data and quality-control findings to identify process gaps and implement corrective measures.
• Ensure intake personnel consistently follow approved procedures and documentation standards.

8. Systems Technology & Data Integrity

• Own the operational use and effectiveness of intake-related systems and platforms including Filevine Lead Docket Slack Dropbox and other relevant technology.
• Ensure accurate and timely data entry across all intake systems.
• Establish standards for lead attribution source tracking case status updates geographic attribution and documentation.
• Ensure all lead activity is consistently documented to support accurate reporting and performance tracking.
• Monitor all relevant intake channels and platforms to ensure inquiries are promptly identified and addressed.
• Partner with IT Marketing Operations and technology vendors to troubleshoot system issues and improve intake technology.

9. Training & Development

• Develop and maintain comprehensive onboarding and ongoing training programs for intake personnel.
• Train staff on practice-area-specific intake requirements and qualification criteria.
• Train employees on effective communication active listening empathy sales techniques objection handling follow-up and client experience.
• Ensure team members are properly trained on all intake systems and workflows.
• Conduct regular call reviews and provide actionable data-supported coaching.

Key Performance Indicators

The Director of Intake will be evaluated based on the overall health and performance of the Intake Department including but not limited to:

• Overall lead-to-client conversion rate
• Qualified lead conversion rate
• Speed-to-lead
• Contact rate
• Consultation scheduling and completion rate
• Follow-up compliance
• Signed-client volume
• Case quality
• Lead source performance
• Marketing campaign performance
• Cost per acquired client
• Performance by practice area
• Performance by state and geographic market
• Performance by office/location
• Intake team productivity
• Individual employee performance

*Location: This role is located at our West Hollywood office and requires physical presence on-site.

Qualifications

• 5 years of experience in legal intake law firm operations sales client acquisition business development or a related field.
• Demonstrated experience managing and developing a team.
• Experience working in a law firm or legal services environment strongly preferred.
• Experience managing intake across multiple practice areas preferred.
• Experience supporting multi-location multi-state or geographically distributed operations strongly preferred.
• Strong understanding of sales lead conversion client communication follow-up strategies and funnel management.
• Highly analytical and data-driven with demonstrated ability to use data to drive operational and business decisions.
• Advanced comfort working with KPIs dashboards spreadsheets reporting tools and performance analytics.
• Ability to identify trends and translate data into clear actionable recommendations.
• Ability to build and manage performance metrics and forecasting models.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Strong leadership coaching and problem-solving skills.
• Strong knowledge of CRM case management and workflow systems.

Compensation:

Salary $150000 depending on experience plus performance-based incentives

Comprehensive Benefits Package

• Retirement Savings: 401(k) plan available
• Career Development: Opportunities for professional growth and advancement
• Comprehensive Insurance Coverage:
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account
• Life Insurance
• Paid Time Off
• Free onsite parking

We are an equal opportunity employer and offer competitive compensation and benefits and opportunities for growth.