Intake Manager

Company: Armada Law
Location: Greenville
Posted on: January 30, 2026

Job Description:

Job Description Job description About the job Here at Armada Law, we're seeking an experienced A-Player Intake/Client Onboarding Manager to join the team! The Intake Manager leads Armada Law’s intake team to ensure every potential client receives an exceptional onboarding experience. This role is responsible for managing daily intake operations, vetting and converting qualified leads into signed cases, improving data and file quality prior to attorney review, and overseeing client communications at the initial stage of the case. The intake manager would be responsible for ongoing relationships with lead generation companies and working closely with marketing to nurture and provide data around incoming leads. The Intake Manager bridges the handoff between intake and case management to reduce breakage and maximize our assigned case and closed-with-fee percentages. Key Responsibilities Leadership & Team Management Hire, train, manage, and develop intake specialists and investigators Conduct regular 1:1s, QA reviews, call coaching, and feedback sessions Maintain scheduling, workload distribution, and coverage planning Reinforce Armada Law culture and performance expectations QA and evaluate lead pipeline for future opportunities Operational Ownership Own and optimize the end-to-end intake workflow, including: Lead capture ? Screening ? Qualification & Attribution ? Retainer Execution ? File Prep ? Case Assignment 20% of the total leads Qualify as ‘wanted’ 90% of Wanted Leads convert to cases Ensure timely response times for all inbound leads (calls/text/web) Under 3 min Maintain accurate data entry and SmartAdvocate utilization standards Data entered within 30 minutes of sign Oversee investigative follow-up on incomplete leads/files Replacement leads are requested in Work collaboratively with legal operations to ensure smooth case transitions Feedback loops with managing attorney for signed cases Weekly audit of cases closed w/o fee for trends Client Experience & Quality Control Ensure all communications are professional, empathetic, and brand-consistent Listen to calls and monitor for feedback at intake stage Monitor client feedback and NPS results during the early stage of the case Implement standardized templates/scripts to ensure message clarity Responsible for upkeep and enhancement of targeted automated communications to lead pipeline Review file quality before submission to attorneys for assignment Fill gaps and assign investigation as needed prior to pushing to legal team Drive continuous improvement that reduces client friction and delays Evaluate and promote use of new tools and AI for speed and capacity opportunities Performance & Reporting Monitor, analyze, and report intake KPIs including: Wanted lead % Signed wanted leads % Breakage rate and breakage causes Cases signed and not assigned % QC review of files weekly Cases assigned and closed without a fee % QC review of files weekly Cases assigned rates Response speed and follow-up timeliness (Handled Call quality and professionalism Provide weekly/monthly reports with insights and actionable recommendations Partner with marketing and legal operations to evaluate lead source performance Report on applicable data to leadership team Required Qualifications 2–5 years in legal intake, call center leadership, client relations, or sales management Experience supervising high-volume client communication teams Knowledge of personal injury case criteria and intake best practices or similar Demonstrate ability in SmartAdvocate or comparable CRM skills Excellent communication, coaching, and de-escalation skills Data-driven mindset with proficiency in KPIs and workflow optimization Preferred Qualifications Bilingual (English/Spanish a plus) Familiarity with legal ethics compliance (UPL, confidentiality standards) Experience implementing scripts, scorecards, and QA systems to teams Lean/EOS/Process-improvement mindset Experience with leading teams Do you want to work in an environment where people don't see your worth only through the lens of how much money or success they can get out of you? A place where: - You're appreciated - You're invested in - Your voice is heard - You have more freedom - You have a hand in building something great - You're paid more This is law reimagined. Bet on yourself. Join the Armada Want more information on the position and our team? https://www.armadalaw.com/ Applicants can apply via LinkedIn or via email to JoinUs@ArmadaLaw.com

Keywords: Armada Law, Asheville , Intake Manager, Legal , Greenville, North Carolina