Rankings.io is hiring a Director of Intake to build, lead, and operationalize a world-class intake function for our personal injury law firm clients. In this role, you will own the client conversion process by managing our Intake & Conversion Sprint product and implementing systems to improve intake team performance and profitability.
What You'll Do
- Lead and manage a team of mystery shoppers, building scorecards, quality standards, and reporting infrastructure.
- Provide clear, actionable coaching insights to clients based on mystery shopper results.
- Ensure every mystery shop tracks Speed to Answer, Empathy, Script Adherence, Persistence, and technical quality.
- Own and deliver the full 'Ironclad' Intake & Conversion Sprint (90-Day Overhaul Product).
- Conduct LSA 'Ghost Call' secret shops and digital front-door audits (CRO, mobile experience, chat, click-to-call).
- Perform Chase Stress Tests on web leads and follow-up persistence.
- Implement 'Golden Chase' follow-up cadences and provide CRO fix recommendations.
- Deliver 'Stop the Shop' coaching for empathy and call control and run redemption shops to confirm improvement.
- Validate responsiveness signals and follow-up consistency.
- Standardize the intake offering, improve its scalability, and ensure measurable ROI for clients.
- 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.
- Enable Sales to cross-sell Intake Sprints and ongoing intake services.
- Help position intake as part of the Rankings.io product suite.
- Support packaging, pricing, and operational rollout as the function scales.
- Build intake benchmarks and dashboards that translate 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 We're Looking For
- 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.
Team & Environment
You will report directly to senior leadership and collaborate with Product and Creative leaders as the department structure evolves.
Benefits & Compensation
- Starting salary of $105,000
- Unlimited PTO
- 100% Employer funded health insurance
- Quarterly training stipend for professional development
Work Mode
This is a remote-first position.
