What are the responsibilities and job description for the Director of Client Experience position at Ostroff Godshall Injury and Accident Lawyers?
At Ostroff Godshall Injury and Accident Lawyers, we don’t just handle personal injury cases - we change lives. With a proven track record of success and a fierce commitment to our clients, we’re looking for a driven, empathetic, and strategic Intake Director to lead our intake team and drive growth.
This role sits at the intersection of sales leadership, client empathy, and data-driven decision making. You’ll oversee the team that handles first impressions - the first call, the first question, the first chance to show someone they’ve found the right firm. Your job is to turn that moment into a meaningful connection and a signed case - using both your emotional intelligence and your performance mindset.
Key Responsibilities:
- Lead and coach the intake team to meet and exceed performance goals while maintaining a high standard of compassion, professionalism, and client service.
- Own and manage intake KPIs, metrics, and conversion rates — regularly analyzing data to guide the team, improve workflows, and drive case acquisition. Meet regularly with the Executive Team to discuss goals and metrics.
- Develop and implement sales-focused strategies to increase client signups and maximize intake effectiveness.
- Monitor call quality and client interactions, providing coaching and feedback to elevate performance and ensure client trust.
- Foster a culture of empathy and urgency - every potential client matters, and your team’s response could be life-changing.
- Collaborate closely with marketing and legal teams to ensure a seamless transition from intake to case management.
- Personally handle complex or high-stakes intakes to model best practices and build trust with potential clients.
What We’re Looking For:
- Strong background in sales leadership, KPIs, and team performance management.
- Prior experience in legal, healthcare, or another high-touch intake environment strongly preferred. PI Intake experience STRONGLY preferred.
- A natural leader who inspires accountability through compassion and clear expectations.
- Expert communicator - confident on the phone, sharp in writing, and skilled at reading people.
- Analytical mindset - you thrive on dashboards, conversion funnels, and identifying ways to improve.
- Able to balance urgency and empathy, coaching a team that acts quickly but always with care.
Why work for us? Our benefits include competitive salaries, opportunity for year-end bonus, generous time off, flexible schedules, work from home opportunities, 100% Employer paid medical coverage for employees, voluntary Dental, 401(k) 3% Safe Harbor Contribution for all eligible employees, employee appreciation events and rewards, onsite fitness center, friendly professional staff.
Ostroff Godshall is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Job Type: Full-time
Pay: From $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Blue Bell, PA 19422
Salary : $75,000