Legal Operations Manager Paralegal

We are looking for an experienced Intake Director to oversee a busy intake function for a plaintiff-side practice in New York. This role focuses on strengthening team performance, improving the prospective client experience, and increasing the effectiveness of case intake processes. The ideal candidate brings strong leadership skills, sound judgment in evaluating new matters, and the ability to guide a remote team in a fast-moving legal environment.

Responsibilities:

• Direct the day-to-day work of a remote intake team managing a large volume of new inquiries and consultation requests.
• Ensure prospective clients receive timely, compassionate, and clear communication across all intake channels.
• Assess potential personal injury and medical malpractice matters to determine viability and alignment with firm criteria.
• Analyze intake results by reviewing conversion trends, responsiveness, follow-up activity, and signed retainer outcomes.
• Establish clear performance expectations, accountability measures, and streamlined workflows to improve departmental efficiency.
• Coach and develop team members on consultative conversations, objection response techniques, and client-centered communication.
• Prepare and share recurring reports on key intake indicators, including lead quality, retention progress, and call-handling effectiveness.
• Partner with attorneys to arrange consultations and route suitable matters for prompt review and assignment.