Intake Manager - Tempe, AZ

About the role

The Intake Manager will oversee the Intake team and ensures that all team members in the department are providing a Red Carpet treatment to all our clients. This individual will be accountable for developing processes, procedures, and training, as well as ensuring that department goals align with the overall objectives of the organization. Additionally, this candidate should have strong analytical, selling, and problem-solving skills, and be fluent in English and Spanish.

What you'll do

• Accountable for overseeing the Intake team and developing a business plan that covers sales, revenue, and expense controls for local office.
• Accountable for overseeing the Intake team by providing training, guidance, and support to ensure high performance.
• Responsible for ensuring that all departmental goals including revenue, conversion goals, and client calls are handled and supported by the team.
• Oversee and ensure appropriate training and development is being provided to team members.
• Facilitate team meetings and 1:1’s with team members to review questions and share any process updates.
• Accountable for facilitating skip-level meetings with indirect reports to support with developing and improving processes.
• Establish and track key performance indicators (KPI’s) for the Intake Team and share results with team members.
• Serve as the point of escalation for highly complex, unique, or complicated client issues, ensuring a timely resolution.
• Identify and lead opportunities to enhance and improve the client experience and provide feedback to improve processes and services.
• Coordinates and collaborates with other departments and leaders to ensure appropriate and elevated support is being provided with an emphasis on retaining the client.
• Present sales, revenue and expenses reports and realistic forecasts to the management team.

Qualifications

• Bilingual (Spanish English) B2-C1
• Bachelor's degree in business management or political science.  4 or more years of leadership experience may substitute for a degree. 
• Prior leadership experience is required
• Possesses excellent bilingual (English and Spanish) interpersonal communication skills, both written and verbal
• Must have excellent negotiating skills and ability to close deals with clients
• Excellent time management skills with proven ability to meet deadlines and time manage themselves and others, including ability to prioritize tasks and to delegate when appropriate 
• Impeccable organizational skills and attention to detail 
• Strong analytical and problem-solving skills 
• Highly proficient with Microsoft Office Suite, DropBox, and Case Management or related software

People Leadership and Management

Executes supervisory responsibilities in accordance with the Firm's policies and applicable laws. Responsibilities include providing guidance, support, and direction to team members; conducting performance evaluations; fostering a collaborative and inclusive work environment; ensuring adherence to Firm policies and procedures; and contributing to team member development and operational goals.

**This position is temporarily remote and will be full time on-site beginning in late fall of 2025**