{"id":4000720,"url":"https://alion.io/job/keller-postman-intake-manager-mass-tort","title":"Intake Manager, Mass Tort","company":{"id":3687,"name":"Keller Postman","domain":"kellerpostman.com","url":"https://alion.io/company/kellerpostman","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"C","score":58,"open_postings":10,"ghost_share":0.7,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Legal","role_family":"Legal","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Postman","optional":false}],"status":"live","first_seen_at":"2026-11-09T22:19:40Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T03:21:39Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":0},"description":"Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs' counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.\nPurpose\nKeller Postman is seeking an Intake Manager to lead our high-volume mass tort client intake operation. This Intake Manager role will oversee offshore contract intake specialists and is the firm's on-site owner of their performance, quality, and compliance. You will make sure every potential client who contacts us is screened accurately against campaign criteria, treated with care, and moved efficiently from first contact to signed retainer.\nThis is a sales- and performance-driven role. Success is measured by results: lead-to-retainer conversion, signed retainers, and speed to lead. A meaningful portion of compensation is tied to meeting those targets.\nThis is an in-person role based in either our Chicago, Illinois or Lake Mary, Florida office. The right candidate is data-driven, comfortable managing a distributed team across time zones, and able to operate independently in a fast-paced environment where campaigns launch and change quickly.\nCompensation for the position includes an annual salary of $85,000 to $100,000, commensurate with experience, plus the role is eligible for a year-end discretionary bonus and benefits.\nResponsibilities\nOffshore contractor team leadership\nOversee a team of offshore contracted intake representatives and their team leads, setting clear expectations for performance, quality, and client experience.\nPartner with contractor leadership on selecting, onboarding, and ramping representatives, and on adding or reducing capacity as campaign volume changes.\nSet performance goals, review individual and team results, and provide regular feedback and coaching through team leads.\nAddress performance and quality issues promptly, escalating to contractor leadership when representatives fall short of firm standards.\nRun regular meetings with team leads to review metrics, resolve concerns, and share firm and campaign updates.\nManage communication and coverage across time zones so the team stays aligned with firm priorities.\nMass tort intake operations\nOversee day-to-day intake operations for inbound and outbound mass tort campaigns, including lead response, screening, qualification, and retainer signing.\nMake sure representatives screen potential clients accurately against each campaign's qualifying criteria, such as product use, diagnosis, and timing.\nDevelop and refine intake scripts, policies, procedures, and workflows to improve speed to lead, conversion, and data accuracy.\nOversee schedules and staffing levels to meet call volume, campaign launches, and service-level targets.\nServe as the escalation point for complex client inquiries and complaints, resolving them promptly and with empathy.\nIdentify operational problems and propose practical solutions focused on efficiency and quality.\n\nSales and conversion performance\nOwn monthly and campaign-level targets for qualified leads, conversion rate, and signed retainers, and hold the intake team accountable for hitting them.\nBuild a client-focused sales culture in which every contact is treated as an opportunity to help a potential client and sign a qualified case, without high-pressure tactics.\nDevelop and refine sales scripts, objection handling, and follow-up cadences for leads who do not sign on first contact.\nSet individual and team performance targets and scorecards for representatives and team leads, and work with contractor leadership on incentives and consequences tied to results.\nAnalyze the intake funnel from first contact to signed retainer, find where leads drop off, and act quickly to recover conversion.\nQuality and compliance\nBuild and run a quality assurance program, including call monitoring, scorecards, and intake file audits.\nMake sure intake practices comply with firm policy, attorney advertising and professional responsibility rules, telemarketing and consent rules (such as the TCPA), and client privacy and data security requirements.\nProtect sensitive client information, including medical and personal data, handled by the offshore team.\nPerformance analysis and reporting\nTrack intake metrics such as contact rate, speed to lead, qualification and conversion rates, signed retainers, abandonment rate, average handle time, service levels, and client satisfaction.\nBuild detailed performance reports in Excel and the firm's reporting tools, and present insights and recommendations to firm leadership.\nUse data to guide coaching, staffing, and process decisions.\nTraining and development\nDevelop and deliver training for representatives on campaign criteria, mass tort basics, legal terminology, call handling, and client empathy.\nUpdate training quickly as new campaigns launch and criteria change.\nProvide ongoing coaching and development for team leads.\nCollaboration\nPartner with attorneys, case management, marketing, and operations to align intake with case strategy and campaign goals.\nWork with marketing on lead quality, volume forecasts, and campaign feedback.\nKeep open, transparent communication with the intake team and firm stakeholders.\nQualifications\nMinimum of 10 years in call center or intake operations, including at least 5 years in a management role\nProven track record managing teams in a high-volume, fast-paced call center\nProven record of meeting or exceeding sales, conversion, or revenue targets in a call center or intake environment\nExperience designing performance scorecards and incentive programs that drive measurable results\nExperience managing offshore, outsourced, or contracted call center teams, including working with vendor leadership\nExperience in legal intake at a law firm or legal services organization\nStrong analytical skills and a data-driven approach to decisions and performance improvement\nAdvanced Excel skills and comfort learning new reporting software\nExcellent communication, problem-solving, and organizational skills\nAbility to work independently, manage multiple priorities, and pivot quickly as business needs change\nPreferred qualifications\nMass tort, personal injury, or class action intake experience\nFamiliarity with legal intake CRMs or case management systems, such as Litify, Lead Docket, or similar platforms\nExperience with workforce management tools, quality assurance programs, and KPI tracking\nKnowledge of TCPA, attorney advertising rules, and handling of sensitive client and medical information\nBachelor's degree in Business, Management, or a related field\n\nBackground in consultative, needs-based, or inside sales\n\nKeller Postman is an Equal Opportunity Employer. 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