Senior Manager, Personal Injury Intake

EvenUp
Anywhere
Workplace: RemoteFull timeUSD 129,000 - 152,500 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 6+ yearsSkills: ["People-leadership","Coaching","Communication","Data-driven decision making","Process improvement"]

Own and optimize a high-volume intake operation that converts inbound leads into signed clients. Lead a large, distributed team across time zones, manage service levels and staffing for extended (often 24/7) coverage, and run continuous improvement using intake KPIs. Partner with nearshore/BPO vendors through SLAs, KPIs, and scorecards while serving as the operational owner of the intake tech stack and QA program.

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FursaFursa
EvenUp
EvenUp
1 week ago

Senior Manager, Personal Injury Intake

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own and optimize a high-volume intake operation that converts inbound leads into signed clients. Lead a large, distributed team across time zones, manage service levels and staffing for extended (often 24/7) coverage, and run continuous improvement using intake KPIs. Partner with nearshore/BPO vendors through SLAs, KPIs, and scorecards while serving as the operational owner of the intake tech stack and QA program.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead the intake operation and manage a large, multi-site intake team across time zones.
  • •Own service levels, staffing coverage, and schedule adherence for high-volume extended-hours operations.
  • •Manage nearshore/BPO partnerships, including SLAs, KPIs, vendor scorecards, and capacity/ramp planning.
  • •Define, track, and improve intake KPIs (speed-to-lead, contact/connect rates, conversion, quality/QA) and run experiments to reduce time-to-sign.
  • •Serve as operational owner of the intake tech stack (CRM/case-management, lead management/routing, telephony/dialer, e-signature, workforce management), designing workflows and QA/call-monitoring programs.

Pay and Benefits

Salary: USD 129,000 - 152,500 annually
Perks:Health InsuranceDentalVision401kRrspPaid ParentalHome Office

Key Requirements

  • •6+ years of intake, contact-center, or client-services operations experience, including 3+ years managing large teams (typically 30+ agents directly or through supervisors).
  • •Personal injury, mass tort, or legal-services intake experience.
  • •Bilingual (English/Spanish) or experience managing bilingual/LATAM nearshore operations.
  • •Direct experience managing nearshore and/or BPO/outsourced teams, including SLA definition, vendor management, scorecards, and capacity/ramp planning.
  • •Working command of intake systems: CRM/case-management, dialers/telephony, lead routing, e-signature, and workforce-management tools.
Experience:6+ yearsIntakeContact-centerLegal servicesPersonal injuryMass tortLATAMSaaS
Skills:People-leadershipCoachingCommunicationData-driven decision makingProcess improvement
Languages:EnglishSpanish
Tech Stack:LitifySalesforceFilevineSmartAdvocateCasePeerLead DocketFive9GenesysRingCentralTwilioCRMCase-managementLead routingE-signatureWorkforce-managementTelephonyDialer

Company Brief

EvenUp
Develops an AI-powered Claims Intelligence Platform for personal injury law firms that automates document generation, reviews medical records, and streamlines workflows to help firms settle cases faster and secure fairer client outcomes.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2019
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Glassdoor: 3.1
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