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Added 1 min ago
PI
Product Manager, AI-Native Prototyping
Porch.com, Inc.
Remote, United States
- $108,800 to $152,300 USD / year
As a Product Manager, AI-Native Prototyping, you will own strategy, discovery, and user experience for your assigned product areas. This is a hands-on role focused on identifying customer…
Added 2 mins ago
SP
Senior Housing Programs Manager
SAFE PLACE FOR YOUTH
Los Angeles, CA
- $75,000 to $80,000 USD / year
A Member of the Safe Place for Youth Leadership Team, the Senior Housing Programs Manager will be responsible for developing, implementing, and managing holistic, client-centered and…
Added 2 mins ago
Sr Program Manager
Aerospace
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Partner with Program Control (PC) team member(s) to review and analyze cost and schedule metrics to make data-driven resource decisions.
Added 3 mins ago
RE
Clinical Guidelines Manager
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Rockville, MD
- $98,474.07 to $113,245.17 USD / year
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Added 3 mins ago
WI
(USA) Principal, Product Manager
Walmart Inc.
United States
- $110,000 to $220,000 USD / year
The Principal, Product Manager leads product strategy across multiple related products, driving organization-wide decisions through deep expertise and data-driven insights. This role shapes…
Added 3 mins ago
WS
(USA) Emerging Store Manager - SC
Wal-Mart Stores Texas, LL
TX
- $85,000 to $120,000 USD / year
This position is a developmental leadership role designed to prepare associates for potential Store Manager opportunities within the Walmart US
Added 3 mins ago
IT Platform Admin
Lifetime Workforce Solutions, LLC
United States
Researches and maintains currency with new technologies and, considering risks across the organization, effectively recommends strategy updates and changes in strategic direction.
Added 3 mins ago
NO
Sr Manager Sales Operations
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Arlington, VA
- $161,136.05 to $233,911.15 USD / year
The Senior Manager, Sales Transformation owns current Sales technology needs and future transformation as a non-technical business leader. Drawing on foodservice B2B expertise, the role…
Added 3 mins ago
AC
draftLine Internship
ANHEUSER-BUSCH COS., LLC
NY
- $26 USD / hour
The draftLine Creative Internship is an internship program that will introduce talented individuals to real-life creative marketing with one of the world’s top marketers, Anheuser-Busch.…
Added 4 mins ago
Engineering Manger
DAT Solutions, LLC
Seattle, WA
As an Engineering Manager, you will be a technical leader building the digital backbone that powers our economy. You will combine your technical leadership with mission-driven impact.You…
Added 4 mins ago
Customer Success Management Operations Manager
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The CS Strategy & Operations Manager proactively plans and delivers critical business insights and articulates team performance. In doing so, they give a clear view of key organizational…
Added 5 mins ago
Oliver Wyman -Commercial Effectiveness and Private Capital Senior Consultant / Associate
Oliver Wyman, LLC
WA · NY
For an Engagement Manager, minimum of 5-8+ years of relevant experience, ideally in management consulting (or other similar organizations with project-based, team-oriented environments)…
Added 5 mins ago
Research Project Manager
Shea Medical Center
10290 N 92nd St Scottsdale, AZ
The Research Project Manager is responsible for the continued coordination, development, and implementation of research grants and operational processes to support research operations…
Added 5 mins ago
Tax Manager
Archer Lewis
Birmingham, AL
The Tax Manager is a leadership position responsible for overseeing all aspects of the tax function, including compliance, reporting, planning, and strategy. This role involves managing…
Added 6 mins ago
Senior Product Owner
DISA Global Solutions, Inc.
Remote, United States
Lead product prioritization in partnership with the Product Manager, weighing business value, user needs, technical feasibility, risk, dependencies, and process impacts to establish feature…
Added 7 mins ago
A
Regulatory Affairs Manager
Actalent
Davis, CA
- $50 to $60 USD / hour
…compliance and operational efficiency. The Regulatory Affairs Manager prepares and manages regulatory submissions for new and existing products, interfaces with regulatory agencies, and…
Added 7 mins ago
A
Regulatory Affairs Manager
Actalent
Davis, CA
- $50 to $60 USD / hour
…compliance and operational efficiency. The Regulatory Affairs Manager prepares and manages regulatory submissions for new and existing products, interfaces with regulatory agencies, and…
Added 8 mins ago
HM
Senior Manager, Dealer Group Management
Hyundai Motor Company
Fountain Valley, CA
- $114,800 to $164,000 USD / year
The Senior Manager, Dealer Group Management will be responsible for managing relationships with key Public and Private dealer groups. This role drives initiatives across the dealer groups…
Added 8 mins ago
Manager, Dealer Planning & Placement
Hyundai Motor Company
Fountain Valley, CA
Serving as the hub between Dealer Network Strategy, the National General Managers, the Regions, Legal, and third-party market analytics partners, the MDPP turns complex market data into…
Added 8 mins ago
CT
Principal Database Engineer/Specialist
Concurrent Technologies Corporation
Washington, DC
- $143,850 to $225,000 USD / year
Develop innovative solutions for data storage, retrieval, and processing, leveraging cutting-edge technologies and methodologies.
Added 9 mins ago
Chief Program Officer
Communities in Schools of The Dallas Region
Dallas, TX
The Chief Program Officer (CPO) provides executive leadership for the full continuum of CIS Dallas programming and is accountable for the strategy, quality, integration, growth, compliance,…
Added 9 mins ago
IT Platform Admin
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United States
Researches and maintains currency with new technologies and, considering risks across the organization, effectively recommends strategy updates and changes in strategic direction.
Added 9 mins ago
Senior Distribution Partnerships Manager
Rocket Lawyer
United States
Rocket Lawyer is looking for a Sr. Distribution Partnerships Manager to join our Partnerships team, reporting to the SVP, Enterprise & Legal Services. Rocket Lawyer has built a Legal AI +…
Added 10 mins ago
O
Community Programs Manager, Champion Network
OpenAI
San Francisco, CA · New York, NY
- $240,000 USD / year
You will plan with the Champion Programs lead, who sets the overall strategy and priorities. Program leads own education content and live learning programs, and regional leads own local…
Added 11 mins ago
Specialist, Systems Analyst - Claims
Nationwide Life and Annuity Insurance Co
OH
Leads data-informed discovery by using usage and performance data to identify opportunities, validate assumptions, and translate insights into clear recommendations that balance customer…

Keller Postman

Intake Manager, Mass Tort

Chicago, IL, United States
Lake Mary, FL, United States

$85,000 to $100,000 USD / year

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Job details

Pay: $85,000 to $100,000 USD / year
Posting language: English
Posted: Nov 9, 2026

Original job description

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs' counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Purpose

Keller Postman is seeking an Intake Manager to lead our high-volume mass tort client intake operation. This Intake Manager role will oversee offshore contract intake specialists and is the firm's on-site owner of their performance, quality, and compliance. You will make sure every potential client who contacts us is screened accurately against campaign criteria, treated with care, and moved efficiently from first contact to signed retainer.

This is a sales- and performance-driven role. Success is measured by results: lead-to-retainer conversion, signed retainers, and speed to lead. A meaningful portion of compensation is tied to meeting those targets.

This is an in-person role based in either our Chicago, Illinois or Lake Mary, Florida office. The right candidate is data-driven, comfortable managing a distributed team across time zones, and able to operate independently in a fast-paced environment where campaigns launch and change quickly.

Compensation for the position includes an annual salary of $85,000 to $100,000, commensurate with experience, plus the role is eligible for a year-end discretionary bonus and benefits.

Responsibilities

Offshore contractor team leadership

Oversee a team of offshore contracted intake representatives and their team leads, setting clear expectations for performance, quality, and client experience.
Partner with contractor leadership on selecting, onboarding, and ramping representatives, and on adding or reducing capacity as campaign volume changes.
Set performance goals, review individual and team results, and provide regular feedback and coaching through team leads.
Address performance and quality issues promptly, escalating to contractor leadership when representatives fall short of firm standards.
Run regular meetings with team leads to review metrics, resolve concerns, and share firm and campaign updates.
Manage communication and coverage across time zones so the team stays aligned with firm priorities.

Mass tort intake operations

Oversee day-to-day intake operations for inbound and outbound mass tort campaigns, including lead response, screening, qualification, and retainer signing.
Make sure representatives screen potential clients accurately against each campaign's qualifying criteria, such as product use, diagnosis, and timing.
Develop and refine intake scripts, policies, procedures, and workflows to improve speed to lead, conversion, and data accuracy.
Oversee schedules and staffing levels to meet call volume, campaign launches, and service-level targets.
Serve as the escalation point for complex client inquiries and complaints, resolving them promptly and with empathy.

• Identify operational problems and propose practical solutions focused on efficiency and quality.

Sales and conversion performance

Own monthly and campaign-level targets for qualified leads, conversion rate, and signed retainers, and hold the intake team accountable for hitting them.
Build a client-focused sales culture in which every contact is treated as an opportunity to help a potential client and sign a qualified case, without high-pressure tactics.
Develop and refine sales scripts, objection handling, and follow-up cadences for leads who do not sign on first contact.
Set individual and team performance targets and scorecards for representatives and team leads, and work with contractor leadership on incentives and consequences tied to results.
Analyze the intake funnel from first contact to signed retainer, find where leads drop off, and act quickly to recover conversion.

Quality and compliance

Build and run a quality assurance program, including call monitoring, scorecards, and intake file audits.
Make sure intake practices comply with firm policy, attorney advertising and professional responsibility rules, telemarketing and consent rules (such as the TCPA), and client privacy and data security requirements.
Protect sensitive client information, including medical and personal data, handled by the offshore team.

Performance analysis and reporting

Track intake metrics such as contact rate, speed to lead, qualification and conversion rates, signed retainers, abandonment rate, average handle time, service levels, and client satisfaction.
Build detailed performance reports in Excel and the firm's reporting tools, and present insights and recommendations to firm leadership.
Use data to guide coaching, staffing, and process decisions.

Training and development

Develop and deliver training for representatives on campaign criteria, mass tort basics, legal terminology, call handling, and client empathy.
Update training quickly as new campaigns launch and criteria change.
Provide ongoing coaching and development for team leads.

Collaboration

Partner with attorneys, case management, marketing, and operations to align intake with case strategy and campaign goals.
Work with marketing on lead quality, volume forecasts, and campaign feedback.
Keep open, transparent communication with the intake team and firm stakeholders.

Qualifications

Minimum of 10 years in call center or intake operations, including at least 5 years in a management role
Proven track record managing teams in a high-volume, fast-paced call center
Proven record of meeting or exceeding sales, conversion, or revenue targets in a call center or intake environment
Experience designing performance scorecards and incentive programs that drive measurable results
Experience managing offshore, outsourced, or contracted call center teams, including working with vendor leadership
Experience in legal intake at a law firm or legal services organization
Strong analytical skills and a data-driven approach to decisions and performance improvement
Advanced Excel skills and comfort learning new reporting software
Excellent communication, problem-solving, and organizational skills
Ability to work independently, manage multiple priorities, and pivot quickly as business needs change

Preferred qualifications

Mass tort, personal injury, or class action intake experience
Familiarity with legal intake CRMs or case management systems, such as Litify, Lead Docket, or similar platforms
Experience with workforce management tools, quality assurance programs, and KPI tracking
Knowledge of TCPA, attorney advertising rules, and handling of sensitive client and medical information

• Bachelor's degree in Business, Management, or a related field

• Background in consultative, needs-based, or inside sales

Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CCPA information here.

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More about this job

Skills

Regulatory compliance
Team leadership
Leadership
Coaching
Communication skills
Sales
Quality assurance
Provide training
Legal terminology
Case management
Analytical skills
Microsoft Excel
Reporting
Problem solving
Organizational skills
Work independently

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