Director, Contact Center Operations & Technology

Job Description

The Director of Contact Center Operations & Technology is a strategic, results-driven leader responsible for optimizing the performance, technology, and people that power our intake and contact center organization. This individual will drive the vision and execution of a best-in-class operation focused on lead conversion, intake excellence, and customer experience.

We’re seeking a proven operator with deep expertise in legal intake management—ideally within a personal injury or high-volume legal services environment—who thrives on improving contact rates, conversion, and customer satisfaction through people, process, and technology innovation.

This role oversees both inbound and outbound call operations, including bilingual (English / Spanish) teams, and will ensure every interaction maximizes conversion potential. The ideal candidate combines operational excellence with hands-on experience in CRM and intake platforms such as Lead Docket, Salesforce, or comparable systems, and brings a data-driven mindset to performance management, technology adoption, and team leadership.

Key Responsibilities :

Strategic Leadership & Operations

• Define and execute a scalable contact center and intake strategy aligned with firm growth objectives, emphasizing lead conversion, customer satisfaction, and operational efficiency.
• Lead inbound and outbound operations across multiple channels (voice, chat, SMS, social, email, and ground engagement), maintaining excellence in performance, productivity, and conversion.
• Manage intake KPIs including missed calls, abandoned calls, contact rates, and conversion rates, ensuring accountability and continuous improvement.
• Partner closely with Marketing to ensure alignment on lead flow, lead quality, and campaign follow-up, providing insights and feedback to enhance overall funnel performance.
• Report intake and contact center performance to firm leadership, delivering trend analyses, insights, and data-driven recommendations to inform business decisions.

Technology & Process Innovation

Team Leadership & Culture

Customer Experience & Revenue Growth

Governance & Compliance

Qualifications :

Education & Experience

Skills & Competencies

Why This Role Matters

This is a transformative leadership opportunity at the intersection of intake excellence, technology, and business growth. The Director of Contact Center Operations & Technology will shape the firm’s first impression with every prospective client—elevating performance, conversion, and client experience while fostering a culture of innovation and accountability.