Intake Operations Manager

Mission Build and lead a high-performing intake operation that efficiently moves newly signed clients from engagement through legal handoff. Ensure the operation is scalable, accountable, and capable of supporting the firm’s growth while maintaining speed, consistency, and quality across all practice areas. Position Summary The Intake Operations Manager reports directly to the Chief Operating Officer and is responsible for overseeing all intake operations from sign-up through legal handoff. This role leads the teams responsible for onboarding, document collection, records acquisition, and case preparation across Veterans Disability, Personal Injury, Mass Torts, SSDI, and future practice areas. The Intake Operations Manager is accountable for operational performance, team leadership, capacity planning, workflow optimization, and continuous improvement. This individual ensures cases progress efficiently through the intake process, teams remain aligned to performance expectations, and the operation is prepared to scale as client volume grows. This is a hands-on leadership role requiring strong operational discipline, data-driven decision making, and a relentless focus on accountability and execution. Direct Reports May Include: - File Opening Teams - Document Collection Teams - Case Acceptance Teams - Additional Intake Operations Personnel as the department grows Collaborates With: - Attorneys - Practice Leaders - IT & Development Teams - Administrative Teams Key Responsibilities Team Leadership & Performance Management - Lead and develop intake-related teams across all practice areas - Establish clear performance expectations and accountability measures - Conduct regular coaching, performance reviews, and team development activities - Address performance issues quickly and effectively - Develop future leaders within the intake operation - Foster a culture of accountability, ownership, and continuous improvement Operational Performance & Accountability - Monitor operational performance across all intake functions - Hold teams accountable to service levels, deadlines, and operational standards - Identify performance gaps and implement corrective action plans - Conduct regular operational reviews with team leaders - Ensure operational metrics remain visible and actionable - Escalate significant risks and performance concerns to the COO Key Metrics - Backlog Levels - Capacity Utilization - Productivity Trends - Intake Cycle Times - Time to Legal Handoff - Records Acquisition Timelines - Document Collection Completion Rates - Work-in-Progress Volume - SLA Compliance Capacity Planning & Workforce Management - Monitor workload distribution across teams - Forecast staffing needs based on projected case volume - Identify capacity constraints before they impact performance - Partner with leadership on hiring and staffing decisions - Develop workforce plans that support firm growth - Ensure resources are allocated effectively across practice areas Workflow Optimization & Process Improvement - Identify bottlenecks, delays, and workflow inefficiencies - Conduct root-cause analysis on operational challenges - Design and implement scalable process improvements - Reduce cycle times and improve operational throughput - Partner with IT and Development teams on automation opportunities - Standardize best practices across all intake functions Operational Excellence & Quality Control - Establish and maintain operational standards - Audit workflows and team performance to ensure compliance with firm expectations - Ensure consistency of execution across practice areas - Identify recurring issues and implement preventative solutions - Improve operational readiness and handoff quality SOP Development & Training - Create and maintain Standard Operating Procedures - Ensure operational documentation remains current and effective - Support onboarding and training of new team members - Develop training materials and performance resources - Standardize proce…