Director, Provider Intake Contact Center

Job Summary: The Director, Contact Center Legal Intake provides strategic and operational leadership for LegalShield's Member Intake Services organization, ensuring the delivery of exceptional member experiences through a high-performing, omnichannel contact center. This role drives operational excellence, leads cross-functional partnerships, and oversees workforce strategy, compliance, technology, and continuous improvement to support provider law firms and achieve organizational objectives. Responsibilities: The Director, Contact Center Legal Intake provides strategic and operational leadership for LegalShield's Member Intake Services organization, serving as the primary entry point for members seeking legal services through LegalShield's network of provider law firms. This role is responsible for establishing the vision, strategy, governance, and operational excellence of a high-volume, omnichannel contact center that delivers exceptional member experiences while ensuring compliance with legal, regulatory, and company standards. The Director provides executive oversight of all member intake operations, including contact center performance, workforce strategy, quality assurance, service delivery, operational planning, resource management, technology optimization, and continuous process improvement. This role is accountable for developing scalable operating models, establishing performance standards, and ensuring operational execution aligns with organizational priorities, provider law firm expectations, and member service commitments. The Director is responsible for establishing and monitoring key operational and member experience metrics, including service levels, response times, quality scores, member satisfaction, first-contact resolution, conversion rates, and operational efficiency. Through data-driven decision-making, the Director identifies performance trends, mitigates operational risks, and implements strategies that improve productivity, enhance service quality, and support long-term organizational growth. Working collaboratively across the organization, the Director partners with Service Excellence, Lawyer Services, Product, Technology, Human Resources, Compliance, Finance, and Provider Law Firms to support strategic initiatives, improve operational effectiveness, and ensure readiness for new products, services, and organizational growth. The Director serves as a trusted advisor to senior leadership by providing operational insights, recommending strategic improvements, and ensuring alignment between business objectives and service delivery capabilities. The role also provides executive leadership for business transformation initiatives, including the implementation of new technologies, automation, artificial intelligence, workforce optimization solutions, and process improvements that enhance both the member and employee experience. The Director champions innovation by evaluating emerging trends, identifying opportunities to modernize operations, and ensuring the contact center remains scalable, agile, and capable of supporting future business needs. As a senior leader, the Director is responsible for building and developing a high-performing leadership team while fostering a culture of accountability, collaboration, innovation, and continuous improvement. The role oversees workforce planning, talent development, succession planning, budget management, performance management, change leadership, and organizational effectiveness. Success in this position is measured by the ability to deliver exceptional member experiences, achieve operational and financial objectives, strengthen provider partnerships, maintain regulatory compliance, and build a scalable, data-driven operation that supports LegalShield's long-term strategic goals. Performance Outcomes Operational Performance & Service Delivery Delivers agreed-upon service levels and operational KPIs, including service level, average speed of answer, abandoned call rate, contact and conversion rates, first-contact resolution, and case cycle time. Ensures timely, accurate, and efficient member intake experiences across all communication channels. Optimizes workforce utilization, scheduling, and operational processes to improve productivity while maintaining service quality. Maintains operational readiness to support business growth, new services, and changing provider needs. Member Experience & Provider Partnership Delivers an exceptional member experience that improves member satisfaction, loyalty, and retention. Builds and maintains strong partnerships with LegalShield's provider law firms by consistently meeting service commitments and operational expectations. Improves provider responsiveness, communication, and coordination throughout the intake process. Reduces member escalations while ensuring seamless transitions from intake to provider law firms. Leadership & Talent Development Builds, develops, and retains a high-performing team of leaders, intake specialists, and support staff. Creates a culture of accountability, collaboration, continuous improvement, and member-focused service. Improves employee engagement, retention, and leadership effectiveness through coaching, performance management, and professional development. Ensures workforce planning and resource allocation effectively support operational demands. Compliance, Quality & Risk Management Ensures all intake operations comply with applicable legal, regulatory, ethical, and privacy requirements, including attorney-client privilege, UPL regulations, and company policies. Maintains high quality standards through effective quality assurance programs, audits, and corrective action initiatives. Minimize operational risk while ensuring consistent execution of intake procedures and confidentiality requirements. Promotes a culture of compliance, accountability, and continuous quality improvement. Strategic Leadership & Business