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About the Role
The Intake Manager is accountable for end-to-end conversion performance, coaching effectiveness, and operational execution for an intake team. This role leads and develops Intake Leads and Specialists, builds a disciplined coaching culture, and ensures consistent performance, compliance, and client experience standards. The Intake Manager drives results through data-informed decision-making, hands-on coaching, and strong accountability systems.
Responsibilities
- Lead, develop, and hold accountable a team of Intake Leads and Specialists, establishing clear expectations, performance standards, and coaching rhythms.
- Own conversion performance by analyzing performance data, identifying root causes of gaps, and implementing corrective actions.
- Develop Intake Leads as effective coaches and people leaders by strengthening their ability to observe consultations, evaluate performance, and independently drive improvement.
- Conduct structured 1:1s with Leads and direct reports, reviewing individual and team performance, coaching effectiveness, and development priorities.
- Review consultation recordings, dashboards, and CRM data to identify patterns, coaching opportunities, and escalation needs.
- Serve as the escalation point for complex, sensitive, or high-stakes client situations.
- Lead daily team huddles to reinforce priorities, review performance, align on execution, and sustain accountability and engagement.
- Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities.
- Partner with Training and QA to ensure firm standards are reinforced through frontline coaching and QA findings translate into corrective action.
- Manage performance at all levels, including recognition and development of top performers, structured PIPs, and decisive action on persistent underperformance.
- Participate in hiring decisions for Intake Lead and Specialist roles.
- Ensure compliance with firm policies, CRM documentation standards, QA protocols, and operational requirements.
- Step in to conduct consultations when required due to volume or coverage needs, modeling the selling framework and consultation standards.
Requirements
- High school diploma required; Bachelor’s degree preferred.
- 3-5 years in a consultative sales role with demonstrated, articulable conversion performance results.
- 2-4 years previous experience leading a team.
- Exercises sound judgment in high-stakes situations, performance management decisions, and escalation scenarios.
- Provides clear daily direction, ensuring team understands priorities, expectations, and how to execute effectively.
- Develops a high-performing team by observing consultations, delivering specific coaching, accelerating ramp-up for new hires, and fostering accountability and morale.
- Partners closely with leader, escalating trends with supporting data and recommended actions, and aligning on staffing, performance, and operational priorities.
- Builds confidence and credibility with direct reports by setting clear expectations, providing fair and consistent coaching, addressing performance issues, and modeling the selling framework.
- In-person consultation observation and real-time coaching, providing immediate, actionable feedback.
- Performance data interpretation and analysis to identify trends, diagnose gaps, and inform coaching priorities.
- Client escalation management with sound manager-level judgment and resolution skills.
- Immigration, legal services, financial services, or consultative professional services experience preferred.
- CRM performance tracking and documentation proficiency (Litify/Salesforce preferred).
- Phone and video consultation execution to support overflow volume and maintain service levels.
- Bilingual (Spanish English) B2-C1 Required.
Skills
- Decision Quality
- Directs Work
- Builds Effective Teams
- Collaborates
- Instills Trust
- Consultation Observation
- Real-time Coaching
- Performance Data Interpretation
- Performance Data Analysis
- Client Escalation Management
- CRM Proficiency
- Phone Consultation Execution
- Video Consultation Execution
- Bilingual (Spanish English) B2-C1
Location
- Virtual
- In-office
Work Type
- Full-time
Experience Level
- 3-5 years in a consultative sales role
- 2-4 years previous experience leading a team
Education Level
- High school diploma
- Bachelor’s degree preferred
Salary/Compensations
- $94,000 USD-$101,250 USD
Benefits
- 401k Match
- Medical, Dental, & Vision Insurance
- Health Savings Account or Flexible Spending Account options
- Dependent Care FSA
- Basic Life Insurance
- Voluntary Life & AD&D
- Disability Insurance
- Hospital Indemnity Insurance
- Employee Assistance Program
- Calm App Subscription
- Paid Time Off
About the Company
- At Lisinski Law Firm, the commitment we show to our clients is matched by how we support and invest in our people.
- LLF is a place where employees are encouraged by peers, heard by leadership, and strengthened by a genuinely collaborative team culture.
- Every role contributes to meaningful, lasting impact in the lives of those we serve.
- We are driven by a client obsessed mindset and a commitment to learning, advocacy, efficiency, and nimbleness in everything we do.
- We work as true team players, delivering creative problem-solving and high-quality service to support families with excellence and care.