Intake Operations Manager (Lehi, UT)

About Us

Ovation Law Firm is a fast-growing consumer protection law firm dedicated to helping clients resolve vehicle-related legal issues. As we continue to grow, we are investing in talented leaders who can help build high-performing teams, create accountability, and support employee success.

Our Utah office serves as a key intake center for the firm, and we are seeking a strong on-site leader who can help drive performance, develop team members, and ensure the office operates efficiently each day.

About The Role

We are seeking an experienced Intake Operations Manager to lead our Utah intake office. Reporting directly to the Chief Revenue Officer, this individual will serve as leadership’s on-site representative and will be responsible for the day-to-day management, performance, and operation of the office.

This is a hands-on leadership role. You will oversee approximately 20 intake team members, provide coaching and accountability, support struggling employees, conduct performance reviews, manage disciplinary processes, onboard new hires, and help create a culture of professionalism, ownership, and results.

The ideal candidate is a strong people leader who can balance accountability with support, identify performance issues before they become larger problems, and ensure the office consistently operates at a high level.

Key Responsibilities

• Serve as the primary on-site leader for the Utah intake office and act as the liaison between office staff and firm leadership.
• Supervise and support intake team members, ensuring adherence to company policies, procedures, and performance expectations.
• Coach, mentor, and develop employees to improve performance, professionalism, and overall effectiveness.
• Identify struggling team members and implement coaching plans designed to improve individual performance and results.
• Conduct regular performance reviews, performance discussions, and career development conversations.
• Manage attendance, punctuality, workplace conduct, and employee accountability.
• Issue corrective actions, written warnings, performance improvement plans (PIPs), and other disciplinary measures when appropriate.
• Participate in hiring efforts, conduct interviews, onboard new employees, and assist with training initiatives.
• Make recommendations regarding promotions, terminations, staffing needs, and workforce planning.
• Monitor and manage office productivity, lead conversion rates, activity levels, quality metrics, attendance, and overall team performance, providing leadership with regular updates, coaching plans, and recommendations for improvement.
• Ensure new employees are properly onboarded, trained, and integrated into the team.
• Foster a positive, professional, and high-performance workplace culture.
• Maintain office organization, inventory, supplies, and day-to-day operational needs.
• Coordinate with Human Resources and Leadership to ensure consistent implementation of company policies and initiatives.
• Address employee concerns and escalate sensitive issues when appropriate.
• Identify opportunities to improve office processes, communication, efficiency, and team effectiveness.
  
  

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.
• Experience managing intake, contact center, inside sales, customer service, or lead management teams.
• Experience working in a high-volume, performance-driven environment.
• Experience with HubSpot or similar CRM and communication platforms.
• Spanish language proficiency.
  
  

What We Offer

• Competitive compensation commensurate with experience.
• Health, dental, and vision insurance benefits.
• Paid time off (PTO).
• Opportunity to directly influence the growth and success of a rapidly expanding law firm.
• A leadership role with visibility and direct interaction with executive leadership.
• The opportunity to develop and shape a high-performing intake team.
• Long-term growth opportunities within a fast-growing organization.
  
  

Work Location

This is a full-time, on-site position located in Lehi, Utah. Remote or hybrid work is not available for this role.