Director, Provider Intake Contact Center

LegalShield Corporation

Job Overview

Location

Remote Job Posting

Job Type

Full-time

Full Job Description

📋 Description

• 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.
• 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.

🎯 Requirements

• Bachelor's degree in Business Administration, Communications, Organizational Leadership, Legal Studies, or a related field required.
• Master's degree in Business Administration (MBA), Organizational Leadership, Communications, or a related discipline preferred.
• Juris Doctor (J.D.), Paralegal Certification, or other legal services education is preferred but not required.
• Comprehensive knowledge of contact center operations, workforce management, and omnichannel service delivery.
• Knowledge of member intake processes, customer experience best practices, and service delivery operations.
• Understanding of legal services operations, attorney-client privilege, confidentiality requirements, conflict-of-interest procedures, and unauthorized practice of law (UPL) regulations preferred.
• Knowledge of quality assurance methodologies, performance management, workforce planning, and continuous improvement principles.
• Familiarity with contact center technologies, CRM platforms, workforce management systems, telephony platforms, AI-enabled solutions, and reporting tools.
• Knowledge of applicable federal, state, and local regulations related to privacy, compliance, and consumer communications, including TCPA and HIPAA where applicable.
• Strong financial and operational acumen, including budgeting, forecasting, and resource planning.
• Bachelor's degree and a minimum of seven (7) years of progressive leadership experience in contact center operations, customer service, service delivery, or related operational environments.
• Minimum of three (3) years leading large-scale, high-volume contact center operations with responsibility for managers and frontline teams.
• Demonstrated experience managing organizations of 100 or more employees in a fast-paced, customer-focused environment.
• Experience developing operational strategy, improving service delivery, and leading organizational transformation initiatives.
• Proven success implementing process improvements, workforce optimization strategies, and performance management programs that improve operational efficiency and customer satisfaction.
• Experience partnering with executive leadership, cross-functional business teams, external vendors, and third-party partners to achieve organizational objectives.
• Experience leading technology implementations, automation initiatives, or digital transformation projects within a contact center environment.
• Experience working within legal services, healthcare, financial services, insurance, or another highly regulated industry strongly preferred.
• Experience supporting provider networks, franchise organizations, or multi-location service delivery models is preferred.

🏖️ Benefits

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements
• Paid time off and holidays
• Employee assistance program
• Discounts on company products and services
• Opportunities for advancement and career growth

🏠 Location

• Remote Job Posting
• Department: 9343 Customer Care
• Time Type: Full time

Skills & Technologies

Remote

Degree Required

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LegalShield Corporation

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About LegalShield Corporation

LegalShield is a legal services company that provides affordable legal protection plans to individuals, families, and small businesses. Their services include access to a network of independent law firms, allowing members to consult with attorneys on various legal matters, including wills, real estate, family law, and more. They also offer identity theft protection services through their IDShield brand. By offering prepaid legal plans, LegalShield aims to democratize access to legal counsel, ensuring that people can get the legal help they need without the prohibitive costs often associated with hiring lawyers. Their mission is to empower individuals and small businesses with legal security and peace of mind.

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