United States onlyRankings.io is hiring a Director of Intake to build, lead, and operationalize a world-class intake function for personal injury law firms. This role closes one of the biggest gaps in our product ecosystem: ensuring our clients don’t just generate leads—they convert them. You will take ownership of the Intake & Conversion Sprint (our 90-day Intake Overhaul product), manage the intake mystery shopper program, and implement the systems, training, and feedback loops that make client intake teams more responsive, more empathetic, and ultimately more profitable.
This role exists to make clients stickier, improve retention, expand cross-sell opportunities, and ensure intake becomes a measurable competitive advantage.
Responsibilities:
Intake Mystery Shopper Program
- Lead and manage a team of mystery shoppers.
- Build scorecards, quality standards, and reporting infrastructure.
- Provide clear, actionable coaching insights to clients based on results.
- Ensure every shop tracks Speed to Answer, Empathy, Script Adherence, Persistence, and technical quality.
The "Ironclad" Intake & Conversion Sprint (90-Day Overhaul Product)
You will own and deliver (with support) the full sprint:
- LSA “Ghost Call” secret shops.
- Digital front-door audit (CRO, mobile experience, chat, click-to-call).
- Chase Stress Test (web leads, follow-up persistence)
- Implement “Golden Chase” follow-up cadences.
- Provide CRO fix recommendations.
- Deliver “Stop the Shop” coaching for empathy and call control
- Run redemption shops to confirm performance improvement.
- Validate responsiveness signals and follow-up consistency.
- You will standardize this offering, improve its scalability, and ensure every client receives a measurable ROI from intake enhancements.
Script Optimization & Training
- Audit client scripts and replace weak language with proven conversion frameworks.
- Train client intake teams to close more cases and reduce dropped calls.
- Build materials to create consistent, repeatable behaviors across intake staff.
Cross-Sell & Product Integration
- Enable Sales to cross-sell Intake Sprints and ongoing intake services.
- Help position intake as part of the Rankings.io product suite—not an afterthought.
- Support packaging, pricing, and operational rollout as the function scales.
Operational & Organizational Impact
- Build intake benchmarks and dashboards that translate directly into retention and upsell conversations.
- Provide internal visibility to leadership on client intake strengths, weaknesses, and risk areas.
- Collaborate with Product and Creative leaders as the department structure evolves.
What Success Looks Like (12 Months)
- A fully operational, scalable intake function with documented workflows and training.
- Mystery shopper program generating consistent, high-quality insights.
- Intake Sprint becomes a predictable and high-margin product offering.
- Cross-sell opportunities increase as Sales gains a repeatable intake product to pitch.
- Client retention improves due to stronger intake responsiveness and empathy performance.
- Chosen candidate is seen as the internal expert on intake conversion and client behavior.
Requirements
- Experience managing or building intake departments in legal or high-volume B2C environments.
- Strong coaching ability: can diagnose tone, empathy, and call flow weaknesses quickly.
- Exceptional operational discipline—can build systems, scorecards, and repeatable processes.
- Analytical mindset with the ability to translate call behaviors into business outcomes.
- Comfortable reporting directly to senior leadership and influencing cross-functional teams.
Benefits
- Starting salary of $105,000
- Unlimited PTO
- 100% Employer funded health insurance
- Quarterly training stipend for professional development
- Remote-first role with occasional travel for workshops or leadership meetings.
