Intake Operations Manager

Mission

Build and lead a high-performing intake operation that efficiently moves newly signed clients from engagement through legal handoff. Ensure the operation is scalable, accountable, and capable of supporting the firm’s growth while maintaining speed, consistency, and quality across all practice areas.

Position Summary

The Intake Operations Manager reports directly to the Chief Operating Officer and is responsible for overseeing all intake operations from sign-up through legal handoff. 
This role leads the teams responsible for onboarding, document collection, records acquisition, and case preparation across Veterans Disability, Personal Injury, Mass Torts, SSDI, and future practice areas.  The Intake Operations Manager is accountable for operational performance, team leadership, capacity planning, workflow optimization, and continuous improvement. This individual ensures cases progress efficiently through the intake process, teams remain aligned to performance expectations, and the operation is prepared to scale as client volume grows.  This is a hands-on leadership role requiring strong operational discipline, data-driven decision making, and a relentless focus on accountability and execution.

Direct Reports May Include:

• File Opening Teams
• Document Collection Teams
• Case Acceptance Teams
• Additional Intake Operations Personnel as the department grows

Collaborates With:

• Attorneys
• Practice Leaders
• IT & Development Teams
• Administrative Teams

Key Responsibilities

Team Leadership & Performance Management

• Lead and develop intake-related teams across all practice areas
• Establish clear performance expectations and accountability measures
• Conduct regular coaching, performance reviews, and team development activities
• Address performance issues quickly and effectively
• Develop future leaders within the intake operation
• Foster a culture of accountability, ownership, and continuous improvement

Operational Performance & Accountability

• Monitor operational performance across all intake functions
• Hold teams accountable to service levels, deadlines, and operational standards
• Identify performance gaps and implement corrective action plans
• Conduct regular operational reviews with team leaders
• Ensure operational metrics remain visible and actionable
• Escalate significant risks and performance concerns to the COO

Key Metrics

• Backlog Levels
• Capacity Utilization
• Productivity Trends
• Intake Cycle Times
• Time to Legal Handoff
• Records Acquisition Timelines
• Document Collection Completion Rates
• Work-in-Progress Volume
• SLA Compliance

Capacity Planning & Workforce Management

• Monitor workload distribution across teams
• Forecast staffing needs based on projected case volume
• Identify capacity constraints before they impact performance
• Partner with leadership on hiring and staffing decisions
• Develop workforce plans that support firm growth
• Ensure resources are allocated effectively across practice areas

Workflow Optimization & Process Improvement

• Identify bottlenecks, delays, and workflow inefficiencies
• Conduct root-cause analysis on operational challenges
• Design and implement scalable process improvements
• Reduce cycle times and improve operational throughput
• Partner with IT and Development teams on automation opportunities
• Standardize best practices across all intake functions

Operational Excellence & Quality Control

• Establish and maintain operational standards
• Audit workflows and team performance to ensure compliance with firm expectations
• Ensure consistency of execution across practice areas
• Identify recurring issues and implement preventative solutions
• Improve operational readiness and handoff quality

SOP Development & Training

• Create and maintain Standard Operating Procedures
• Ensure operational documentation remains current and effective
• Support onboarding and training of new team members
• Develop training materials and performance resources
• Standardize processes across teams where appropriate

Strategic Initiatives

• Lead intake-related projects assigned by the COO
• Support implementation of new systems, workflows, and technologies
• Measure effectiveness of operational changes
• Recommend improvements that support growth and scalability
• Drive initiatives that improve efficiency, accountability, and performance

What Success Looks Like

• Cases move efficiently from sign-up to legal handoff
• Backlogs remain controlled and within target levels
• Capacity constraints are identified and resolved before impacting operations
• Teams consistently meet productivity, quality, and service-level expectations
• Workloads are balanced and predictable across teams
• File Opening, Document Collection, and Case Acceptance teams operate with clear accountability and performance standards
• Operational bottlenecks are identified and resolved quickly
• The intake operation scales successfully as client volume grows
• Team leaders are developed and capable of independently managing day-to-day operations
• Leadership has visibility into operational performance, risks, staffing needs, and capacity forecasts

Qualifications

Required

• 5+ years of leadership experience in operations, intake, onboarding, healthcare administration, legal operations, insurance operations, or similar high-volume environments
• Experience managing teams and supervisors in a fast-paced operational setting
• Strong analytical and problem-solving skills
• Experience using operational metrics to drive accountability and performance
• Proven ability to manage competing priorities and large workloads
• Experience implementing process improvements and operational efficiencies

Preferred

• Experience in legal, healthcare, insurance, disability, or professional services industries
• Experience with workforce planning and capacity management
• Experience with CRM, case management, or workflow management systems
• Experience with Lean, Six Sigma, EOS, or Continuous Improvement methodologies
• Experience leading multi-functional operational teams

Core Competencies

Leadership

Builds high-performing teams through accountability, coaching, and development.

Operational Excellence

Creates efficient, scalable systems that drive consistent results.

Accountability

Holds teams and leaders responsible for performance expectations and outcomes.

Capacity Management

Anticipates operational needs and prepares the organization for growth.

Process Improvement

Continuously improves workflows, efficiency, and throughput.

Strategic Execution

Turns operational goals into measurable results.

Why This Role Matters

The Intake Operations Manager is responsible for ensuring the firm’s intake operation can scale without sacrificing speed, quality, or consistency.  By leading teams, managing capacity, improving workflows, and driving accountability, this role directly impacts how efficiently clients move through the firm and how prepared legal teams are to begin substantive work.  Strong intake operations create stronger legal outcomes, better operational performance, and a foundation for sustainable growth across every practice area.

Awards

Berry Law has been recognized nationally for both its workplace culture and rapid growth, including:

• 5000: One of America’s Fastest-Growing Private Companies (six consecutive years)
• Law Firm 500: One of the Fastest-Growing Law Firms in the Nation (five consecutive years)
• Best in Business: Recognized for Veteran Support
• US. Department of Labor HIRE Vets Medallion Award
• Secretary of Defense Pro Patria Award
• Military Times Best for Vets: Employers
• US. News & World Report Best Companies to Work For

Berry Law is an equal opportunity employer.