Director of Intake

Are you an operations-minded leader who can run an intake operation end-to-end while keeping a friendly, coaching presence for a distributed team?

Can you turn call recordings, productivity data, and CRM insights into clear coaching moments, improved scripts, and measurable performance gains?

Do you get energized by designing incentives, SOPs, and workflows that keep a remote intake team connected, motivated, and hitting goals?

Final question: When faced with a challenge, do you get excited or run away?

 

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Greenberg Gross is a client-focused litigation firm built on a simple principle: prepare thoroughly, advocate relentlessly, and center every decision on what’s best for the client. We handle complex, high-stakes matters across multiple practice areas—employment, personal injury, elder-abuse, sexual-abuse—bringing strategic thinking and trial experience to each file. Our teams combine courtroom-tested advocacy with thoughtful client service, translating legal complexity into clear guidance and practical options for people in difficult circumstances. We operate with a collaborative, high-standards culture that values candid communication, continuous improvement, and measurable results. Joining Greenberg Gross means working with experienced litigators and supportive operations staff to turn strong legal strategy into real outcomes for clients.

Greenberg Gross is hiring a Director of Intake to lead and professionalize the firm’s intake function across its offices. This role will take ownership of intake quality, team performance, and intake-to-case handoff — freeing senior leaders to focus on strategy and case work. You’ll partner closely with leadership, operations, and attorneys to build reliable processes, coach a geographically dispersed team, and turn intake activity into revenue-generating outcomes.

 

What you’ll do:

Lead & Coach the Intake Team
Supervise, mentor, and evaluate remote and on-site intake specialists across multiple offices; run regular 1:1s, team meetings, and skill-building sessions.
Listen to call recordings, conduct quality-control audits using the firm’s checklist, deliver targeted coaching, and create trainings to ensure team growth.

Operational Ownership & SOPs
Own and maintain intake SOPs, scripts, and documentation; ensure updates to forms, fee agreements, and CRM flows are implemented and communicated.
Serve as the go-to problem solver for intake software updates, form/version control, and process changes.

Performance & Data Management
Pull and analyze productivity reports (volume, response times, conversion rates, referral tracking); create weekly/monthly dashboards and present actionable recommendations to leadership.
Define and track KPIs for intake performance and quality; design incentive programs to drive engagement and retention.

Quality Assurance & Compliance
Implement regular call audits and scorecards; ensure intake captures required facts for each practice area and adheres to compliance and privacy standards.
Manage escalation protocols for sensitive, high-value, or time-critical leads.

Referrals & Lead Flow Management
Own referral handling and outbound referral communication; close gaps so inbound referrals are acknowledged, routed, and tracked reliably.
Coordinate handoffs to attorneys, paralegals, and case teams to ensure timely follow-ups and smooth conversions.

Training, Hiring & Culture
Recruit and onboard new intake hires; build remote-first culture rituals (check-ins, incentives, recognition) that keep a distributed team connected.
Create playbooks and run role-specific training (sales/engagement best practices, CRM workflows, intake legal basics).

Tech Stack & Continuous Improvement
Manage and optimize the intake tech stack (CRM/call tracking/recording tools — e.g., Lead Docket or equivalent), recommend automation opportunities, and liaise with IT/vendor partners.
Lead small process-improvement projects to eliminate friction and increase conversion rates.

 

What we’re looking for: 

Experience & Leadership: 3–5+ years operating or managing intake/call teams (law-firm intake, call center, or high-volume client intake preferred), including experience leading remote or distributed teams. 
Sales & Client Engagement: Comfortable coaching staff on consultative intake conversations and lead conversion; background in sales or client intake a strong plus. 
Data-Driven: Strong comfort with pulling and interpreting productivity reports, building simple dashboards, and using metrics to drive behavior change.
Tech & Systems: Tech-savvy with CRMs and call-tracking/recording tools (experience with Lead Docket or similar is highly desirable). 
People Skills: Excellent communicator and connector—able to motivate a friendly, collaborative team across time zones and cultures.
Problem Solver: Able to own and resolve intake process gaps, update forms/fee agreements, and implement workable fixes quickly.
Education & Logistics: Bachelor’s degree or equivalent experience preferred. Must be able to work from one of the firm’s office locations (Los Angeles, Orange County, Las Vegas, New York,) and travel occasionally between offices as needed. 

 

Why you should work here: 

High-Impact Role: Lead the intake function for a trial-tested firm handling significant, high-stakes matters—your work directly influences case flow and firm revenue. 
Growth & Autonomy: Build SOPs, shape incentive models, and scale a distributed team with real ownership and visible impact. 
Collaborative Culture: Join a team that blends sophisticated litigation practice with client-centered service—work closely with attorneys and operations leadership. 
Competitive Compensation & Benefits: Market-aligned salary with discretionary year-end bonus potential; details to be discussed in interviews.

 

 

Joining Greenberg Gross means more than a job — it’s a chance to work on high-stakes, meaningful cases alongside seasoned litigators while building your career. You’ll get hands-on exposure to complex litigation, regular mentorship, and opportunities to lead process and people initiatives that directly affect outcomes. The firm offers competitive compensation, performance incentives, and support for professional development, plus a collaborative culture that values clear communication, continuous learning, and measurable impact. If you want to grow your skills in a fast-paced, trial-tested environment where your contributions are visible and valued, Greenberg Gross is a place to build a lasting career.