Block LLP is seeking an experienced Legal Intake Manager to lead and oversee our intake department, including both in-person and remote intake team members. This role requires a strong background in sales, legal intake, and team management, with a focus on driving conversions, coaching performance, and maintaining a high standard of client service.
Requirements
- Lead, manage, and coach a team of legal intake specialists (in-office and remote)
- Set and enforce sales standards, scripts, and intake workflows
- Drive conversion of inbound leads into signed clients
- Monitor call handling, follow-up, and closing techniques
- Review calls and provide regular coaching and performance feedback
- Ensure accurate screening, qualification, and documentation of potential cases
- Maintain compliance with firm intake standards and legal requirements
- Oversee proper case handoff to pre-litigation teams after sign-up
- Serve as escalation point for complex or high-value intake matters
- Track and analyze intake KPIs (conversion rate, call volume, response time, signed cases, lead quality)
- Prepare performance reports for firm leadership
- Identify trends, gaps, and opportunities for improvement
- Implement data-driven strategies to increase efficiency and results
- Develop, refine, and enforce intake SOPs
- Partner with Marketing to evaluate lead quality and optimize campaigns
- Collaborate with Operations, Pre-Litigation, and Litigation teams
- Assist with hiring, onboarding, and training of intake staff
Benefits
- Competitive base salary with performance-based bonuses
- Robust PTO program (time off accrual and firm holidays)
- 401(k) retirement program
- Medical, dental, and vision insurance
- Bonus opportunities tied to intake performance and firm growth