Legal BPO Manager

Remote

Full Time

Senior Manager/Supervisor

Position: Legal BPO Manager

Compensation: $100,000 Base + Performance Incentives

Location: (Remote – USA)

Overview

Liberty Legal Network is scaling fast—and we’re looking for a high-impact operator to own and optimize the engine behind our growth.

We are a national legal lead generation and attorney-matching platform, connecting thousands of consumers to a network of 3,000+ law firms. Our model is simple: better intake = better cases = more revenue.

This role owns and optimizes intake operations, vendor performance, and conversion outcomes across high-volume campaigns.

The Role

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

Why This Role Matters

You directly impact revenue, scalability, and client success. You will have executive visibility and build systems that scale a national legal network.

Compensation

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

Location

Remote (USA-based candidates only)

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.

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In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*

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Do you have at least 5 years of experience managing BPO, call center, or outsourced operations?*

Have you directly managed third-party vendors responsible for inbound lead handling or customer acquisition?*

What is the highest daily lead volume you have personally overseen?*

Have you been responsible for improving conversion rates (lead → sale / lead → case / lead → customer)?*

Which of the following environments have you worked in? (Select all that apply)
Legal intake / law firm
Personal injury / mass tort
Lead generation / performance marketing
Call center / contact center
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What KPIs have you directly owned and improved? (Select all that apply)
Conversion rate
Cost per acquisition (CPA) / cost per case
Speed to lead / response time
SLA adherence
Call center QA scores
Vendor performance metrics*

Describe a specific example where you improved conversion rates. Include metrics if possible.*

Have you ever replaced or terminated an underperforming vendor?*

How do you typically identify inefficiencies in a BPO or intake operation?*

Which systems have you actively used? (Select all that apply)
Salesforce
HubSpot
Zoho
Five9 / Talkdesk / RingCentral
Tableau / Power BI / Looker
Lead routing systems*

How comfortable are you working with data dashboards and performance reporting?
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Advanced (build and analyze dashboards regularly)*

You are receiving 1,000 leads per day, but conversion is below target. What is the FIRST thing you analyze?*

If a BPO vendor is meeting SLA response times but conversion is low, what would you investigate next?*

This role requires working cross-functionally with data, engineering, and executive leadership. Do you have experience in this type of environment?*

This is a performance-driven role where success is measured by efficiency and revenue impact. Are you comfortable being held accountable to KPIs like conversion rate and cost per case?*

What is your expected compensation?*

Do you have experience in legal intake or personal injury campaigns?*

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