Director of Intake Operations

Our Story TopDog Law is not your typical law firm. We're a nationally scaling personal injury firm built for impact and growth — owning the client experience end-to-end, from marketing and intake through litigation. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike. Over the past three years, we've grown 2–3x year over year, setting a new standard on the marketing side of the personal injury space and proving what's possible when strategy, speed, and execution align. Now we're applying that same discipline and innovation to firm operations, case management, and national scale — intentionally building the infrastructure, systems, and teams to grow without sacrificing quality, culture, or accountability. We are a fully remote team that share trust, open communication, and a commitment to doing great work. If you love ownership, thrive in a fast-moving environment, and want to help build something exceptional, you'll feel right at home here. The Opportunity TopDog Law is scaling quickly, and Intake sits at the center of that growth. We are looking for a Director of Intake Operations who can build the leadership, operating discipline, and execution needed to turn demand into qualified opportunities, signed clients, and an exceptional first experience with our firm. This is a build-and-lead role, not a maintenance role. You will lead a multi-function organization spanning Intake, In-House Signing, White Glove, and Reception/Client Success and create the structure, accountability, and operating rhythm that allow each team to perform at a high level as we continue to grow. You will be accountable for execution against the KPIs that matter most to Intake, including true-to-routed rate, sign rate, speed to lead, answer rate, contact rate, intake quality, and agent productivity. The VP of Contact Strategy will set the direction, priorities, and target outcomes; your job is to turn that direction into clear operating plans, develop the leaders responsible for delivery, remove barriers, and make sure improvements stick. The Manager of Intake owns the day-to-day operation of Intake and In-House Signing, while White Glove and Reception/Client Success leadership report directly to the Director until those functions require additional manager-level structure. What You Will Own Turn Strategy Into Execution Take Contact Strategy priorities, KPI targets, and major firm initiatives and turn them into clear operating plans with owners, timelines, and measurable outcomes. Build a consistent operating cadence across Intake, In-House Signing, White Glove, and Reception/Client Success so leaders know what matters, where performance stands, and what needs action. Create alignment across specialized teams without forcing a one-size-fits-all approach to workflows, skills, or client handling. Make change stick by ensuring new processes are communicated clearly, trained effectively, measured, and reinforced by leaders. Know the Numbers and Drive Performance Own execution against established Intake KPIs, including true-to-routed rate, sign rate, speed to lead, answer rate, contact rate, intake quality, and agent productivity. Run disciplined business reviews that move beyond reporting the numbers to identifying root causes, assigning actions, and following through to results. Translate department goals into clear expectations for managers, supervisors, teams, and individual contributors so every level understands how it contributes to the outcome. Partner with Analytics to build trusted, actionable reporting and use the data to spot trends early, test solutions, and measure impact. Build Leaders Who Build High-Performing Teams Lead and develop the Manager of Intake and other functional leaders, giving them clear ownership, decision rights, expectations, and coaching. Hold direct reports accountable for the day-to-day performance of Intake and In-House Signing, including supervisor effectiveness, productivity, coaching, quality, and process adherence. Directly lead White Glove and Reception/Client Success leadership and determine when growth, complexity, or span of control warrants additional manager-level structure. Build leadership bench strength and succession plans so the organization can continue to scale without creating single points of dependency. Keep Intake Ready for What Comes Next Make sure Intake is ready to execute new law firm initiatives, state launches, policy changes, case-evaluation updates, and new workflows from day one. Partner with Learning & Development, Quality Assurance, and Legal to ensure training is accurate, practical, timely, and reinforced in the operation. Use QA findings, conversion trends, decline patterns, and performance data to identify where the team needs stronger knowledge, coaching, or retraining. Set a high bar for decision accuracy, routing quality, documentation, client communication, and process compliance across every Intake function. Improve Conversion and Prospective Client Experience Drive initiatives that make it easier and faster for prospective clients to reach us, complete Intake, understand next steps, and move toward the right outcome. Find and eliminate friction, unnecessary handoffs, inconsistent processes, and missed opportunities throughout the prospective-client journey. Raise the bar on follow-up execution, objection handling, intake decision quality, case routing, and signing readiness. Standardize the fundamentals while preserving the specialized approach required for catastrophic, high-value, sensitive, or complex client interactions. Stay Ahead of Demand Partner with Workforce Management to connect lead volume and marketing investment to forecasting, staffing, schedules, hiring plans, and capacity decisions. Keep staffing and leadership capacity ahead of anticipated demand so growth does not come at the expense of speed, conversion, quality, or client experience. Use productivity, adherence, shrinkage, overtime, coverage, and capacity trends to identify where operating changes are needed before they become performance problems. Make balanced operating decisions that consider service, conversion, employee experience, quality, and cost together. Connect Intake to the Rest of the Business Serve as the senior Intake partner to Contact Strategy Platforms, Workforce Management, Quality Assurance, Learning & Development, Analytics, Marketing, Legal, and other operational teams. Turn business problems into clear requirements for Genesys, Salesforce, Filevine, reporting, automation, AI, and other tools that support Intake. Own operational readiness for technology and workflow changes by making sure testing, training, communication, and adoption are complete before and after launch. Drive cross-functional issues to resolution when they are affecting conversion, client experience, quality, productivity, or employee performance. Protect the Business and Communicate Clearly Ensure Intake consistently follows approved legal, compliance, calling, recording, documentation, data-handling, and client-communication requirements. Surface material operational, client, compliance, staffing, or capacity risks early and bring forward clear recommendations, owners, and next steps. Give the VP of Contact Strategy a concise, transparent view of performance, risks, priorities, execution progress, and resource needs. Build a culture where leaders move with urgency, own their results, solve problems at the right level, and keep the client at the center of decisions. What You Bring Required: 7+ years of progressive leadership experience in legal intake, contact center operations, sales, customer acquisition, or another high-volume, performance- driven service environment, including 5+ years leading managers, supervisors, or multiple layers of frontline leadership. Demonstrated success improving conversion, contact rate, speed to lead, service, quality, productivity, or comparable operating metrics. Experience leading multiple operational functions, teams, shifts, or locations with different workflows, customer needs, and performance expectations. Strong working knowledge of performance management, workforce planning, quality, training, and operational analytics, with the ability to diagnose root causes and turn data into action. Strong executive communication and cross-functional leadership skills, with the ability to create clarity, influence decisions, and move work forward in a fast-changing environment. High ownership, strong judgment, and the ability to balance growth, client experience, employee development, compliance, operational discipline, and financial performance. Preferred (Nice to Have): Experience with Salesforce, Genesys Cloud CX, Filevine, or comparable CRM and contact center platforms. Experience leading teams across multiple locations, countries, or time zones and driving large-scale operational change, automation, or AI-enabled workflows. Who Thrives Here (Core Values) We don't hire on resumes alone. We hire for competence, character, and mindset. Embrace Change: Open to feedback, embracing change, and always asking "what's next?" Committed: You care deeply, have your teammates' backs, and show up to build something lasting. No-Ego Energy: Positive, professional, and solutions-oriented. Drama stays at the door. Ownership: You do what you say, follow through, and treat the business like it's yours. Fast & Hungry: You move with urgency, thrive under high expectations, and are motivated by growth and impact. What We Offer Base Salary: [Min} and [Max], commensurate with experience Eligible for performance-based bonus Our job postings reflect the compensation range for the specific market and location of each role. Ranges vary by geography based on local market rates and cost of labor. Benefits include: Medical, dental, and vision insurance, 401(k) with company match, HSA, life insurance, disability coverage, paid time off, and parental leave. Equal Opportunity Employer We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law. #LI-Remote