Senior Manager, Intake

Location: Remote

Salary: $129K–$152.5K per year, plus equity

Company

hirify.global is a vertical SaaS company using technology and AI to help personal injury law firms and injured victims achieve faster settlements and better outcomes.

What you will do

• Lead a large, distributed intake operation involving in-house staff, team leads, supervisors, and remote specialists across multiple time zones.
• Own service levels, staffing coverage, schedule adherence, speed-to-lead, conversion, retention, abandonment, and quality performance.
• Manage nearshore and BPO partnerships, including SLAs, KPIs, vendor scorecards, selection, onboarding, ramp planning, and capacity forecasting.
• Oversee bilingual English/Spanish intake coverage and maintain consistent quality and compliance across locations and vendors.
• Own intake systems and workflows across CRM and case management, lead routing, telephony, e-signature, and workforce-management tools.
• Build dashboards, QA and call-monitoring programs, reporting, process documentation, and conversion-improvement experiments.

Requirements

• 6+ years of intake, contact-center, or client-services operations experience, including 3+ years managing large teams of typically 30+ agents.
• Experience in personal injury, mass tort, or legal-services intake.
• Bilingual English/Spanish capability or experience managing bilingual/LATAM nearshore operations.
• Direct experience managing nearshore and/or BPO teams, including SLA definition, vendor management, scorecards, and capacity planning.
• Experience leading large remote or distributed teams across multiple sites and time zones.
• Working knowledge of intake systems, CRM and case-management platforms, dialers and telephony, lead-routing, e-signature, workforce-management tools, and contact-center metrics.

Culture & Benefits

• Medical, dental, and vision insurance, plus optional life, accident, and critical-illness coverage.
• Flexible paid time off, sick leave, disability coverage, and paid parental leave.
• Ten US observed holidays or Canadian statutory holidays by province.
• Home office stipend and local in-person meet-up program.
• 401(k) for US-based employees and RRSP for Canada-based employees.
• Company hubs in San Francisco and Toronto.