Director of Intake (Personal Injury)

Build the Department. Lead the Team. Drive Results.

What if your next leadership role gave you the opportunity to build something, not just maintain it?

Tait Consulting is partnering with a growing, multi-state personal injury law firm to find an experienced Director of Intake who knows how to turn opportunities into signed cases, develop high-performing teams, and build scalable systems.

This isn't a role for someone who wants to simply oversee a call center.

We're looking for a hands-on, strategic leader who can take ownership of the entire intake function, identify what's working (and what's not), and create the processes, accountability, and coaching needed to drive measurable results.

You'll work directly with firm leadership and marketing operations to shape a department that plays a critical role in the firm's continued growth.

What You'll Own

• Build and scale the intake department: Lead an existing team of four intake specialists, with plans to grow the department toward 10 team members and establish additional management support.
• Improve conversion: Own the lead-to-signed-case journey, including response times, qualification, screening, client sign-up, and handoff to the legal team.
• Develop people: Recruit, onboard, train, coach, and hold team members accountable to clear performance standards.
• Create scalable systems: Develop SOPs, call scripts, quality assurance scorecards, workflows, and training programs.
• Own the numbers: Monitor conversion rates, speed-to-lead, cost per signed case, and other KPIs. Translate data into actionable improvements and leadership reporting.
• Optimize technology: Leverage Neos case management software and CRM workflows, automation, and reporting to improve efficiency and visibility.
• Strengthen collaboration: Partner closely with marketing, attorneys, referral partners, and pre-litigation teams to improve the client experience and ensure seamless handoffs.
• Drive continuous improvement: Identify bottlenecks, test solutions, and implement strategies that improve intake performance while maintaining ethical and compliant practices.

What We're Looking For

• 5+ years of experience leading intake in a Personal Injury firm.
• Proven success improving conversion rates, team productivity, and operational performance, supported by measurable results.
• Strong people leadership experience, including hiring, coaching, performance management, and team development.
• Confidence interpreting KPIs, building dashboards, and using data to make decisions.
• Experience with legal intake strongly preferred, particularly personal injury or another high-volume practice area.
• Familiarity with Neos, Filevine, Clio, Lead Docket, or comparable CRM/case management systems is a plus.
• Strong communication skills and the ability to collaborate with attorneys, marketing leaders, and executive leadership.
• A proactive, accountable leadership style with the ability to balance strategic planning and hands-on execution.
• Experience managing inbound and outbound referral workflows is a plus.
• Bilingual English/Spanish skills are a plus, but not required.

Why This Opportunity Stands Out

Build something meaningful. You'll have the opportunity to help design the systems, processes, and team structure of a growing department.

Have a seat at the table. Work directly with senior leadership, with visibility into the firm's growth strategy and meaningful influence over intake operations.

Make a measurable impact. Your leadership will directly influence client acquisition, team performance, and business growth.

Grow with the organization. Join an established personal injury practice expanding its operations across multiple states, with opportunities to develop your leadership responsibilities as the organization scales.

Compensation & Benefits

• Base salary of $100,000–$135,000 , depending on experience
• Quarterly performance bonus tied to signed-case and departmental KPI goals
• Health, dental, and vision insurance after 90 days
• Paid time off and paid holidays
• Mentorship and professional growth opportunities

Who Will Thrive Here?

You'll enjoy this role if you're energized by building teams, improving processes, coaching people, and seeing the results of your work in the numbers.

You don't wait for someone to tell you what needs fixing. You identify opportunities, develop a plan, bring people along, and execute.

You understand that great intake isn't just about answering calls. It's about creating an exceptional first experience for potential clients while building a consistent, accountable, high-performing operation.

Ready to build and lead the next chapter of a growing intake department?

Pay: $80,000.00 - $135,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Personal injury law: 3 years (Required)
• management: 2 years (Required)

Language:

• Spanish (Preferred)

Location:

• Phoenix, AZ 85018 (Required)

Work Location: In person