Director of Intake Operations

🕒 August 20

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 29%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TopDog Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

📣 Marketing

⚖️ Legal

Consulting • Marketing • Legal

TopDog Law is a national marketing network and personal injury law firm brand that connects injured individuals with local counsel across the United States. The organization (including Helm Law Group, LLC) focuses on accident and injury cases — car and truck accidents, medical malpractice, birth injuries, nursing home abuse, sexual abuse, slip-and-fall, workers' compensation, and wrongful death — offering free case reviews and contingency-fee representation. TopDog Law operates a network of partner firms licensed in different states, maintains multiple offices nationwide, and emphasizes client communication, advertising-driven outreach, and connecting clients to local licensed attorneys.

📋 Description

• Turn Contact Strategy priorities, KPI targets, and firm initiatives into operating plans with owners, timelines, and measurable outcomes • Build a consistent operating cadence across Intake, In-House Signing, White Glove, and Reception/Client Success • Own execution against Intake KPIs including true-to-routed rate, sign rate, speed to lead, answer rate, contact rate, intake quality, and agent productivity • Run business reviews, identify root causes, assign actions, and follow through to results • Translate department goals into expectations for managers, supervisors, teams, and individual contributors • Partner with Analytics to build reporting, spot trends, test solutions, and measure impact • Lead and develop the Manager of Intake and other functional leaders • Hold leaders accountable for performance, productivity, coaching, quality, and process adherence • Directly lead White Glove and Reception/Client Success leadership • Build leadership bench strength and succession plans • Prepare Intake for law firm initiatives, state launches, policy changes, case-evaluation updates, and new workflows • Partner with Learning & Development, Quality Assurance, and Legal on training • Improve prospective-client conversion and experience by eliminating friction and missed opportunities • Partner with Workforce Management on forecasting, staffing, schedules, hiring plans, and capacity • Serve as senior Intake partner to Contact Strategy Platforms, Workforce Management, Quality Assurance, Learning & Development, Analytics, Marketing, Legal, and other operational teams • Turn business problems into requirements for Genesys, Salesforce, Filevine, reporting, automation, AI, and other tools • Own operational readiness for technology and workflow changes • Drive cross-functional issues to resolution • Ensure compliance with legal, calling, recording, documentation, data-handling, and client-communication requirements • Surface risks and provide the VP of Contact Strategy with transparent performance, priorities, execution progress, and resource updates • Build a high-ownership, urgent, client-centered leadership culture

🎯 Requirements

• 7+ years of progressive leadership experience in legal intake, contact center operations, sales, customer acquisition, or another high-volume, performance-driven service environment • 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 • Ability to diagnose root causes and turn data into action • Strong executive communication and cross-functional leadership skills • Ability to create clarity, influence decisions, and move work forward in a fast-changing environment • High ownership, strong judgment, and ability to balance growth, client experience, employee development, compliance, operational discipline, and financial performance • Experience with Salesforce, Genesys Cloud CX, Filevine, or comparable CRM and contact center platforms (preferred) • Experience leading teams across multiple locations, countries, or time zones and driving large-scale operational change, automation, or AI-enabled workflows (preferred)

🏖️ Benefits

• Eligible for performance-based bonus • Medical, dental, and vision insurance • 401(k) with company match • HSA • Life insurance • Disability coverage • Paid time off • Parental leave • Fully remote work