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AI summary
Lead the first-90-days client journey for The Advocates (PNW), a rapidly growing personal injury law firm, owning intake through evaluation and handoff to legal teams. You'll unify front-end, intake, and case evaluation into a seamless experience while driving conversion, speed, and early client retention. Standout perk: $100k–$115k base plus bonus and 100% employer-paid health benefits.
Key skills
Team leadership (15+; leading ~25)Intake operations managementCase evaluation and early investigation oversightPipeline metrics and KPI improvement (lead response time, time-to-sign, cycle times, retention)Client/customer experience managementCoaching through difficult client conversationsProcess improvement and intake system buildingCross-functional partnering with leadership and legal teamsSales/client acquisition operations
Pays $100,000–$115,000 base (DOE) plus bonus, aligned with Seattle-headquartered operations leadership roles in professional services.
You'll thrive here if you treat intake as a revenue-critical customer experience, can dig into data to find bottlenecks, and can coach teams with warmth and urgency through high-stakes client situations.
Why apply
Bonus structure on top of salary
100% employer-paid health coverage
401(k) with 4% match
Head of Intake & Evaluation
Who We Are
The Advocates are a rapidly growing personal injury law firm with branches across the United States. We are dedicated to representing victims of accidents with professionalism and respect. Our team genuinely cares about and has empathy for the people who seek our help, and we are driven to get them the best results possible.
The Pacific Northwest branch, headquartered in Seattle, WA, is looking for a Head of Intake & Evaluation to lead the teams that shape a client's very first experience with the firm. Initially reporting to executive leadership, you would own the client's first 90 days – from the moment a lead first contacts us, through a signed contract, early case investigation, and a clean handoff to our pre-litigation or litigation teams. You would lead a group of roughly 25 people from our customer service, sales, and attorney teams, all of whom share a genuine dedication to supporting our clients throughout their recovery journeys.
Our Ideal Candidate
We are looking for a leader who treats intake and evaluation as a revenue-critical operation reliant upon excellent customer experience.
A client's first 90 days determine whether they become a long-term client. We want someone who cares deeply about the customer journey and understands how important it is to know both the pain points and value adds from the customer's perspective. This requires the ability to quantitatively and qualitatively evaluate the team's process to push forward improvement initiatives. Consistent, data-informed evaluation of our cases in their first 90 days ensures that the firm is investing its resources in the right cases and delivering on our customer promise.
A perfect fit is equally comfortable digging into the data as they are coaching a team member through a difficult client conversation. Above all, they lead with warmth and urgency in equal measure—because this role touches every new client the firm takes on.
Responsibilities
Lead and unify three connected teams—front-end, intake, and case evaluation – into a single, seamless client experience
Own the intake process end to end, including response-time standards, follow-up cadences, template quality, and the overall feel of becoming a client at The Advocates
Oversee the front-end team responsible for inbound correspondence, answering prospective client calls, opening case files, and initiating insurance claims
Direct the evaluation team that investigates signed cases, gathers early evidence, coordinates clients' early medical care, and manages initial case administration and billing
Ensure cases move through evaluation quickly and with complete, accurate information, while setting clear expectations with clients about next steps
Oversee a clean, well-documented handoff of each case to the legal teams
Lead, coach, and develop a team of roughly 25 (Direct reports would include the managers of this group – starting with three managers)
Monitor and continuously improve key pipeline metrics, including lead response time, time-to-sign, cycle times, and client retention through the first 90 days
Partner closely with firm leadership and the legal departments to keep the pipeline converting while ensuring the right cases move forward
Skills
Comfort with data—identifying where leads stall, where cases bottleneck, and where the client experience breaks down, then acting on it
Strong people leadership—including coaching teams through difficult client conversations and holding consistently high standards
Excellent communication— setting expectations with clients during a stressful, high-stakes moment in their lives
Managing priorities—quickly changing priorities across multiple teams and independently identifying the highest-impact work
Experience and Professional Background
Experience managing teams of 15 or more in a high-volume intake or client-services environment (required)
A background that blends operations with sales or client-acquisition experience (required)
A demonstrated history of building or improving intake systems, with conversion or retention numbers you can point to (preferred)
