Operations Manager

Description

We are seeking an experienced and strategic Operations Manager to lead the Intake team and oversee department initiatives. This role is responsible for managing the full Intake department function, including team leadership, hiring, operational efficiencies, and campaign rollouts. 

This is an on-site position in our Billings, Montana office. 

POSITION SUMMARY: 

The Operations Manager is responsible for leading and optimizing the daily operations of the Intake department. This role ensures all inquiries are handled promptly, accurately, and with high empathy to meet company goals for conversion, service levels, and customer satisfaction. This role drives performance through coaching and development, ensures compliance with applicable protocols (e.g., HIPAA), and supports operational efficiency from initial contact through successful handoff to other operational teams. 

KEY RESPONSIBILITIES: 

Operational Leadership 

• Direct and manage day-to-day intake call center operations, ensuring consistent customer service and adherence to established performance metrics. 
• Oversee staffing, scheduling, and assist with workflow management to support call volume demands and service level expectations.
• Develop, implement, and continuously improve intake policies, procedures, and best practices. 

People Management & Development

• Lead, coach, and mentor intake supervisors and frontline staff to drive engagement, accountability, and performance. 
• Conduct regular performance reviews, provide actionable feedback, and implement development plans. 
• Support hiring, onboarding, and training initiatives to build a high-performing intake team. 
• Foster a positive, collaborative, and inclusive work environment. 

Performance & Analytics

• Monitor and analyze call center metrics (e.g. conversion rate, quality assurance result, call handling, compliance trends).
• Identify performance gaps and implement target improvement strategies. 
• Prepare and maintain accurate reports related to departmental performance and outcomes. 

Compliance & Quality Assurance

• Ensure compliance with all applicable laws, regulations, and internal standards, including HIPPAA and data privacy requirements. 
• Partner with leadership to address quality assurance findings and reinforce consistent intake standards. 

Cross-Functional Collaboration

• Collaboration with Litigation, Operations, Training, Quality, IT and Leadership teams to ensure intake processes align with organizational goals.
• Support company-wide initiatives, system enhancements, and campaign rollouts related to intake operations. 

KEY SKILLS: 

• Proven leadership experience in a high-volume, fast-paced call center or intake environment.
• Strong people management skills with a focus on coaching and development.
• Data-driven mindset with strong analytical and problem-solving abilities.
• Ability to streamline processes and improve operational efficiency.
• Excellent communication and interpersonal skills.
• Strong organizational skills with the ability to manage competing priorities.
• Commitment to delivering exceptional client and customer experiences.

MINIMUM QUALIFICATIONS: 

• Associate or bachelor’s degree in business, communications, or a related field preferred.
• 2–4 years of progressive management or supervisory experience, preferably in intake, call center operations, legal services, or professional services.
• Demonstrated experience managing teams and operational performance metrics.
• Strong written and verbal communication skills
• Proven ability to meet or exceed service delivery, operational, and retention goals.

PHYSICAL REQUIREMENTS: 

• Prolonged periods of sitting. 
• Perform repetitive tasks such as typing and clicking.
• Must be able to lift and move light items up to 20 pounds at times. 
• Must be able to bend, reach, push, pull, lift, and sit. 

The physical demands are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

BENEFITS: 

The company offers a comprehensive benefits package including: 

• Medical, dental, and vision. 
• Voluntary life, accident, critical illness, hospital indemnity, and short-term disability. 
• Vacation, sick and floating holidays. 
• Employee assistance program. 
• Paid parental leave. 
• 401(k) retirement plan. 

DISCLAIMER: 

This is not meant to be an all-inclusive list of duties and responsibilities for this position but constitutes a general definition of the position's scope and function. 

EQUAL OPPORTUNITY EMPLOYER: 

We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. 

If you require a reasonable accommodation to complete the application or interview process, please contact us at dl-human-resources@caseopp.com