Job Summary:

The Director, Contact Center Legal Intake provides strategic and operational leadership for LegalShield's Member Intake Services organization, ensuring the delivery of exceptional member experiences through a high-performing, omnichannel contact center. This role drives operational excellence, leads cross-functional partnerships, and oversees workforce strategy, compliance, technology, and continuous improvement to support provider law firms and achieve organizational objectives.

Responsibilities:

The Director, Contact Center Legal Intake provides strategic and operational leadership for LegalShield's Member Intake Services organization, serving as the primary entry point for members seeking legal services through LegalShield's network of provider law firms. This role is responsible for establishing the vision, strategy, governance, and operational excellence of a high-volume, omnichannel contact center that delivers exceptional member experiences while ensuring compliance with legal, regulatory, and company standards.

The Director provides executive oversight of all member intake operations, including contact center performance, workforce strategy, quality assurance, service delivery, operational planning, resource management, technology optimization, and continuous process improvement. This role is accountable for developing scalable operating models, establishing performance standards, and ensuring operational execution aligns with organizational priorities, provider law firm expectations, and member service commitments.

The Director is responsible for establishing and monitoring key operational and member experience metrics, including service levels, response times, quality scores, member satisfaction, first-contact resolution, conversion rates, and operational efficiency. Through data-driven decision-making, the Director identifies performance trends, mitigates operational risks, and implements strategies that improve productivity, enhance service quality, and support long-term organizational growth.

Working collaboratively across the organization, the Director partners with Service Excellence, Lawyer Services, Product, Technology, Human Resources, Compliance, Finance, and Provider Law Firms to support strategic initiatives, improve operational effectiveness, and ensure readiness for new products, services, and organizational growth. The Director serves as a trusted advisor to senior leadership by providing operational insights, recommending strategic improvements, and ensuring alignment between business objectives and service delivery capabilities.

The role also provides executive leadership for business transformation initiatives, including the implementation of new technologies, automation, artificial intelligence, workforce optimization solutions, and process improvements that enhance both the member and employee experience. The Director champions innovation by evaluating emerging trends, identifying opportunities to modernize operations, and ensuring the contact center remains scalable, agile, and capable of supporting future business needs.

As a senior leader, the Director is responsible for building and developing a high-performing leadership team while fostering a culture of accountability, collaboration, innovation, and continuous improvement. The role oversees workforce planning, talent development, succession planning, budget management, performance management, change leadership, and organizational effectiveness. Success in this position is measured by the ability to deliver exceptional member experiences, achieve operational and financial objectives, strengthen provider partnerships, maintain regulatory compliance, and build a scalable, data-driven operation that supports LegalShield's long-term strategic goals.

Performance Outcomes

Operational Performance & Service Delivery

• Delivers agreed-upon service levels and operational KPIs, including service level, average speed of answer, abandoned call rate, contact and conversion rates, first-contact resolution, and case cycle time.
• Ensures timely, accurate, and efficient member intake experiences across all communication channels.
• Optimizes workforce utilization, scheduling, and operational processes to improve productivity while maintaining service quality.
• Maintains operational readiness to support business growth, new services, and changing provider needs.

Member Experience & Provider Partnership

• Delivers an exceptional member experience that improves member satisfaction, loyalty, and retention.
• Builds and maintains strong partnerships with LegalShield's provider law firms by consistently meeting service commitments and operational expectations.
• Improves provider responsiveness, communication, and coordination throughout the intake process.
• Reduces member escalations while ensuring seamless transitions from intake to provider law firms.

Leadership & Talent Development

• Builds, develops, and retains a high-performing team of leaders, intake specialists, and support staff.
• Creates a culture of accountability, collaboration, continuous improvement, and member-focused service.
• Improves employee engagement, retention, and leadership effectiveness through coaching, performance management, and professional development.
• Ensures workforce planning and resource allocation effectively support operational demands.

Compliance, Quality & Risk Management

• Ensures all intake operations comply with applicable legal, regulatory, ethical, and privacy requirements, including attorney-client privilege, UPL regulations, and company policies.
• Maintains high quality standards through effective quality assurance programs, audits, and corrective action initiatives.
• Minimize operational risk while ensuring consistent execution of intake procedures and confidentiality requirements.
• Promotes a culture of compliance, accountability, and continuous quality improvement.

Strategic Leadership & Business Improvement

• Develops and executes strategic initiatives that improve operational performance, scalability, and organizational effectiveness.
• Leverages technology, automation, AI, and analytics to enhance member experience and operational efficiency.
• Uses performance data and business insights to drive continuous improvement and support executive decision-making.
• Successfully partners with Service Excellence, Lawyer Services, Product, Technology, HR, and other business leaders to achieve organizational priorities and support long-term growth.

Education, Knowledge, and Experience

• Bachelor's degree in Business Administration, Communications, Organizational Leadership, Legal Studies, or a related field required.
• Master's degree in Business Administration (MBA), Organizational Leadership, Communications, or a related discipline preferred.
• Juris Doctor (J.D.), Paralegal Certification, or other legal services education is preferred but not required.
• Comprehensive knowledge of contact center operations, workforce management, and omnichannel service delivery.
• Knowledge of member intake processes, customer experience best practices, and service delivery operations.
• Understanding of legal services operations, attorney-client privilege, confidentiality requirements, conflict-of-interest procedures, and unauthorized practice of law (UPL) regulations preferred.
• Knowledge of quality assurance methodologies, performance management, workforce planning, and continuous improvement principles.
• Familiarity with contact center technologies, CRM platforms, workforce management systems, telephony platforms, AI-enabled solutions, and reporting tools.
• Knowledge of applicable federal, state, and local regulations related to privacy, compliance, and consumer communications, including TCPA and HIPAA where applicable.
• Strong financial and operational acumen, including budgeting, forecasting, and resource planning.
• Bachelor's degree and a minimum of seven (7) years of progressive leadership experience in contact center operations, customer service, service delivery, or related operational environments.
• Minimum of three (3) years leading large-scale, high-volume contact center operations with responsibility for managers and frontline teams.
• Demonstrated experience managing organizations of 100 or more employees in a fast-paced, customer-focused environment.
• Experience developing operational strategy, improving service delivery, and leading organizational transformation initiatives.
• Proven success implementing process improvements, workforce optimization strategies, and performance management programs that improve operational efficiency and customer satisfaction.
• Experience partnering with executive leadership, cross-functional business teams, external vendors, and third-party partners to achieve organizational objectives.
• Experience leading technology implementations, automation initiatives, or digital transformation projects within a contact center environment.
• Experience working within legal services, healthcare, financial services, insurance, or another highly regulated industry strongly preferred.
• Experience supporting provider networks, franchise organizations, or multi-location service delivery models is preferred.

FLSA Status

Exempt

Physical Requirements/ Work Environment

 The work environment characteristics and physical demands described here are representative of these an employee encounters while preforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily performs work in a professional office or remote office environment, requiring prolonged periods of sitting, computer use, and telephone communication.
• Frequently uses a computer, keyboard, and other standard office equipment to perform essential job functions.
• Must be able to communicate effectively, both verbally and in writing, with employees, provider law firms, vendors, and executive leadership.
• Occasionally required to stand, walk, reach, bend, and lift or move materials weighing up to 15 pounds.
• Must be able to travel up to 25% of the time for business meetings, provider law firm visits, leadership meetings, conferences, training, and other company events.
• May be required to work outside of normal business hours, including evenings or weekends, to support business needs, critical operational issues, or escalated member or provider matters.
• Must be able to perform the essential functions of the position with or without reasonable accommodation.

Additional Information:

Location:

Remote Job Posting

Department:

9343 Customer Care

Time Type:

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class.  We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.