[Hiring] Legal BPO Manager @Career Headhunter

Role Description

Liberty Legal Network is scaling fast—and we’re looking for a high-impact operator to own and optimize the engine behind our growth. This role owns and optimizes intake operations, vendor performance, and conversion outcomes across high-volume campaigns.

This is not a traditional manager role. You will act as the owner of intake operations and vendor performance, driving efficiency, conversion, and scalability.

You will lead BPOs, LSOs, and vendor strategy while working directly with Data, Engineering, Law Firm partners, and Executives.

Key Responsibilities

• Manage BPO and LSO vendors handling inbound legal leads
• Ensure rapid response times and high-quality intake execution
• Monitor SLAs, QA standards, and compliance
• Improve lead-to-case conversion rates
• Identify inefficiencies and reduce lead leakage
• Evaluate, onboard, and replace vendors
• Collaborate with data teams to track KPIs
• Work with development teams on systems and automation
• Align with law firm stakeholders and executives

KPIs

• Lead-to-case conversion rate
• Cost per retained case
• Speed to first contact
• Vendor performance and SLA adherence
• Call/contact success rate
• QA scores
• Process efficiency improvements
• Revenue per lead / ROI

Qualifications

• 5+ years managing BPO or outsourced operations
• High-volume lead intake or call center experience
• Proven ability to improve conversion and efficiency
• Strong data-driven decision making
• Vendor management and negotiation experience
• Cross-functional collaboration skills

Preferred Qualifications

• Legal intake, personal injury, or mass tort experience
• Experience with law firms or legal networks
• Revenue operations or performance marketing background

Software & Tools

• CRM systems (Salesforce, HubSpot, Zoho)
• Call center software (Five9, RingCentral, Talkdesk)
• Data tools (Tableau, Power BI, Looker)
• Project management (Asana, Jira, Monday.com)
• Google Workspace / Microsoft Office
• Lead routing and telephony systems

Compensation

$100,000 base salary plus performance incentives tied to efficiency, conversion, vendor performance, and partnerships.

Location

Remote (USA-based candidates only)

Equal Opportunity Statement

We are committed to equal opportunity and diversity in the workplace. We consider all qualified applicants without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status. All inquiries and applications are kept confidential.