Intake Operations Manager (Lehi, UT)
On-site · Lehi, Utah, United States
Job Summary
Intake Operations Manager in Lehi, UT, leading the Utah intake office of Ovation Law Firm. You will oversee ~20 intake team members, drive day-to-day operations, coach and assess performance, conduct reviews and disciplinary actions, onboard new hires, and partner with HR and leadership to implement policies. Responsibilities include supervising staff, coaching for improved performance and professionalism, managing attendance and conduct, coordinating hiring and onboarding, delivering regular updates and improvement plans, ensuring effective training, maintaining a high-performance culture, and optimizing office processes and productivity through KPI and performance metric oversight. The role emphasizes hands-on leadership, accountability with support, and the strategic growth of a fast-growing law firm’s intake function.
Required Qualifications
- 3+ years of experience managing or supervising employees in a professional office, call center, intake, sales, or customer service environment
- Proven experience leading teams and driving employee performance and accountability
- Experience managing teams measured by KPIs, conversion rates, productivity metrics, quality standards, or other performance goals
- Experience conducting performance reviews, coaching employees, and managing corrective action processes
- Strong leadership, communication, and conflict-resolution skills
- Ability to motivate, coach, and develop employees with varying levels of performance
- Strong organizational and time-management skills
- Comfortable having difficult conversations and addressing performance concerns directly and professionally
- Ability to maintain confidentiality and exercise sound judgment
- Strong problem-solving skills and a proactive leadership approach
- Experience working with performance metrics, productivity reporting, KPIs, and operational goals
- Proficiency with Microsoft Office, Google Workspace, and business software platforms
- Nice-To-Have: Law firm experience
- Nice-To-Have: Experience managing intake, contact center, inside sales, customer service, or lead management teams
- Nice-To-Have: Experience working in a high-volume, performance-driven environment
- Nice-To-Have: Experience with HubSpot or similar CRM and communication platforms
- Nice-To-Have: Spanish language proficiency
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