Jobs in Lakeridge Nevada

**ON-SITE**IN-PERSON ROLE**NO RELOCATION ASSISTANCE PROVIDED**

The Senior Revenue Management Analyst serves as primary point of contact for reporting within the Revenue Management team (RevSolutions LLC). This includes the ability to forecast accurately, analyze results, and deliver insights based on analysis. This role supports the leadership team to better action business decisions that will result in increased profitability and efficiency. This includes managing reporting as well as projects set forth by management.

Responsibilities:

1) Compile dashboard reports, provide analysis, and develop models to support the Revenue Management leadership team. Serve as the single source of truth for all revenue performance reporting.

2) Proactively seek out new ideas and advance dashboards and opportunities to advance the department's KPI's. Help develop and implement strategies to optimize business decisions for growth and profitability based on demand and booking patterns.

3) Work on "ad hoc" projects as assigned to achieve identified objectives and scope in alignment with deadlines. Communicate these results with stakeholders.

• Analyze, review, and convert data into a presentable format to present to leadership. Provide recommendations to leadership and business operations based on data insight.

• Proactively review reporting and take action to maximize occupancy during normal and distressed periods by working with the Inventory team.

• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

• Track and report market trends by region & by source of business.

• Propose and implement new revenue strategies approved by management.

• Complete related tasks and reports as assigned

• Maintain a flexible schedule.

• Self-starter, with a high level of motivation, determination and commitment.

• Well-developed interpersonal skills.

• Capable of prioritizing between revenue generating actions and time-consuming tasks with low yield impact.

• Build and maintain strong working relationships with all levels across the organization.

• Perform all other job requests as assigned by management.

REQUIREMENTS:

• Proficient in Microsoft Products: Outlook, Excel, Power Point, and Word.

• Intermediate to advance skills in Excel

• Analytical skills and ability to interpret data.

• Excellent oral and written English communication skills.

• Excellent customer service skills.

• Minimum of 2-4 years of hands-on resort operations/management position.

• Must have professional appearance.

• Ability to manage daily, weekly and project deadlines.

EEO/Drug Free Workplace

About Our Company

Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Lululemon, and Mitchell & Ness. In addition to our wide assortment, we are the industry leader in on demand customization.

We currently operate 1,300+ brick and mortar locations, including specialty concept stores for the NBA, NHL, and the two largest MLB franchises, via our Yankees & Dodgers Clubhouse stores. Lids have built partnerships and collaborations with iconic global brands including Marvel/Disney, Playboy, Travis Scott's Cactus Jack, and Post Malone, creating a community where fans, fashion, and culture collide.

General Position Summary

Assist Field Personnel with the maintenance and upkeep of their customization and related equipment, software, supplies and parts. Minimize store machine downtime through phone support, vendor and technician communication, preventative maintenance, and training of Field Personnel on customization maintenance topics.

Principle Duties and Responsibilities

• Receives all initial calls from Customization Support Hotline regarding any customization concept machines, software, equipment, parts and supplies.
• Assist store personnel with diagnosing and troubleshooting customization machines, software, and equipment or supply issues.
• Utilize store personnel to assist with minor machine, software or customization equipment adjustments in an effort to minimize downtime in the most cost-effective manner. Reinforce use of the Training Manual to ensure complete understanding by store personnel with regards to troubleshooting and all customization support topics.
• Utilizes the Track-It program to document, organize, prioritize, and update tickets submitted by the Helpdesk relating to customization issues or requests from the field or office
• Communicate with vendors and other technicians/resources when escalation is necessary to complete advanced diagnostic/repair beyond our scope of expertise.
• Approve and coordinate technician visits and parts delivery (non-inventoried parts) with appropriate follow up, when all other internal resources have been exhausted (CCT, local expert).
• Manages (send out, maintain, order, refurbish, and replenish) LIDS Customization Parts Depot
• Issue and maintain PO system to ensure timely payment of approved orders and services to our vendors/technicians.
• Proactively communicate with stores to ensure good working equipment (3% Call for example)
• Perform periodic scheduled Preventative Maintenance Sweeps within markets to "tune-up" machines and teach basic maintenance and upkeep to store personnel.
• Provide documented summaries/recaps for all down stores and service updates, PM trips, and any other information that should be communicated with regards to the support aspect of our customization business
• As needed, travel to stores to perform an adjustment, repair, or replace a part if necessary, to ensure minimal downtime, as well as relocating equipment as needed.
• Analyze trends in errors, codes and machine malfunction, and recommend solutions
• Periodic review of training materials to ensure accuracy and completeness
• Travel/train with CCT's as needed on the topics of advanced maintenance and troubleshooting

Additional Principal Duties and Responsibilities

• Assess aged machine status, and recommend replacement to supervisor as needed.
• Assist with the identification and development of key Store Managers in the field to assist with more advanced repairs, as well as potential CSC candidates.
• Communicate effectively with all levels and departments of the company to share information, network ideas, and further develop the customization program.
• Assist in the implementation of a variety of new concepts.
• Assist in the networking of communication, best practices, and developments throughout the Retail Customization Team as well as our vendors and other resources.
• Extensive travel from state-to-state (up to 75%) as needed to meet the demands of the business.
• Support and adhere to all company and departmental policies, procedures, and guidelines.
• Complete all administrative responsibilities required by the department in a timely manner.
• Ability to work varying days and hours, based on business needs.
• Ability to maintain an excellent attendance record.
• Other duties as assigned.

Job Required Knowledge & Skills

• Four-year degree in business/related field and one year relevant experience; or two year degree in a related field and two years of relevant experience; or three years of relevant experience.
• Demonstrated ability to perform independently with minimal supervision.
• Strong interpersonal skills and the ability to communicate verbally in a clear, audible, and grammatically correct manner.
• Strong understanding about retail store operations and customization machine operations and techniques.
• Ability to effectively communicate with store personnel regarding customization equipment or software issues, and effectively troubleshoot and assist field with repairs.
• Proven operational knowledge of customization equipment and the affiliated software programs.
• Ability to operate a computer and utilize business software programs.
• Ability to analyze customization repair trends and make suggestions on changes to meet or exceed business needs.
• Travel required for up to 75% of the yearly work schedule as needed to meet the demands of the business. Standing required for up to 90% of the daily work schedule.
• Possess a current valid driver's license, certificate of insurance, and the ability to drive an automobile throughout entirety of employment.
• Ability and willingness to travel overnight for training education and/or business meetings.

Reports To

Sr, Manager Customization Support

About the Company

Do you love the world of beauty and skincare?

This is a fantastic opportunity to be part of a close-knit, collaborative, and entrepreneurial team.

Intraceuticals is a global professional skincare brand.

The ideal candidate will exhibit high standards, excellent communication skills, and have an ability to take initiative, and prioritize daily tasks. A strong ability to take charge and meet tight deadlines will ensure your success in this multi-faceted role.

About the Role

Responsibilities include processing customer orders, assisting the sales team with urgent customer requests, ensuring file organization based on office protocol, and providing ad hoc support around the office as needed.

Responsibilities

• Process customer orders
• Invoicing
• Accounts receivable
• Assist sales team with urgent customer requests
• Ensure file organization based on office protocol
• Provide ad hoc support around office as needed
• Qualify incoming Sales leads and enter in CRM

Qualifications

• Bachelor's degree in Accounting or Business

Required Skills

• Strong interpersonal, customer service, and communication skills
• Social media and AI savvy
• Ability to multitask
• Proficient in Microsoft Office suite.
• Experience with CRM systems \"NetSuite\" an advantage.
• Physically capable, able to lift 22KG.

Pay range and compensation package

50K+Depending on qualifications and experience,

Full medical after qualifying period

Equal Opportunity Statement

We are committed to diversity and inclusivity.

• • Partner with corporate and property leadership in marketing, operations, and other departments to understand business challenges and offer data-based solutions.
  • Develop and present comprehensive analyses, including insights and recommendations, to various levels of the organization, including senior leadership and marketing leadership.
  • Lead test and learn experimentation efforts including experiment prioritization, test design, and providing key learnings with recommendations.
  • Support direct marketing, special events, and promotional activities through robust customer segmentation, performance analysis, test design and analysis, and predictive modeling.
  • Analyze large data sources to understand key drivers of the business.
  • Manage assigned projects from inception to completion. This includes meeting with business partners, clearly defining the problem or question, formulating an approach, executing the analysis, creating conclusions and recommendations, and presenting findings to the business.
  • Write SQL to extract, manipulate, and move data within the Boyd Gaming technology stack.
  • Provide clear, insightful, and meaningful analysis that supports decision making.
  • Create and maintain documentation of processes.
  • Hire, train, coach, and develop other members of the Data Strategies team.
  • Prioritize and manage the workload of your direct report(s).
  • Drive efficiency in the department through automation.
  • Develop and maintain a positive working relationship with outside vendors, the properties, and other corporate departments.
  • Take initiative and solve problems.
  • Make good decisions in a timely manner.
  • Other duties as assigned.

• • Bachelor's degree in a quantitative field such as business analytics, statistics, mathematics, economics, computer science, or closely related field required. Master's degree preferred.
  • Minimum 5 years of relevant analytics experience required.
  • Expertise with tools such as SQL required.
  • Knowledge of BI tools such as MicroStrategy, Tableau, or Power BI required.
  • Highly proficient with Microsoft Office.
  • Inquisitive analytic thinking with a keen ability to solve problems.
  • Demonstrated professionalism and leadership skills.
  • Organized and detail oriented with strong attention to accuracy.
  • Ability to communicate complex analyses to a variety of audiences.
  • Ability to obtain/maintain any necessary licenses and/or certifications.

About the Company

The System Test and Evaluation Engineer is a critical role responsible for the end-to-end validation of the complex, multi-vendor Joint Simulation Environment (JSE). This individual will ensure the stability, performance, and operational readiness of the entire technology stack, from the physical hardware layer to the application services. The Test and Evaluation Engineer will not only execute tests but will be responsible for architecting the test strategy itself, developing all required documentation and artifacts from the ground up to create a repeatable, high-assurance validation process.

About the Role

The System Test and Evaluation Engineer is a critical role responsible for the end-to-end validation of the complex, multi-vendor Joint Simulation Environment (JSE). This individual will ensure the stability, performance, and operational readiness of the entire technology stack, from the physical hardware layer to the application services. The Test and Evaluation Engineer will not only execute tests but will be responsible for architecting the test strategy itself, developing all required documentation and artifacts from the ground up to create a repeatable, high-assurance validation process.

Responsibilities

• Test Architecture & Development: Author and maintain comprehensive, from-scratch system test plans, detailed test procedures, and execution checklists that cover the full scope of the JSE architecture.
• End-to-End Test Execution: Perform hands-on validation of the entire system, systematically verifying each architectural block to isolate faults and ensure proper integration.
• Systematic Validation:
• Physical Layer (Layer 0/1): Validate that all hardware components (servers, switches, storage arrays) power on correctly, pass their Power-On Self Tests (POST), and establish stable physical data links.
• Network Fabric (Layer 2/3): Verify that the network infrastructure functions as designed, including proper switch uplinks, VLAN segmentation, firewall policy enforcement, and the correct operation of network services like DHCP.
• Storage Subsystems: Test and validate the functionality of bulk storage arrays (e.g., Dell PowerStore, NetApp appliances) from both a back-end management and front-end data presentation (NFS/iSCSI) perspective.
• Operating Systems: Validate the correct installation, configuration, and security hardening of server operating systems, including Windows Server and Red Hat Enterprise Linux (RHEL 8/9).
• Virtualization & Compute: Confirm that stateful hypervisor systems are performing correctly. Validate the deployment and functionality of VMware vSphere environments. Test the ability of stateless, diskless compute systems to successfully pull OS images from network storage as advertised.
• Documentation & Reporting: Meticulously record all test outcomes, documenting deltas from expected results, and gathering all necessary log files and screenshots to serve as test artifacts.
• Stakeholder Communication: Translate complex technical findings, test results, and system behaviors into clear, concise, and understandable information for less technical decision-makers and stakeholders.

Qualifications

• Ability to obtain and maintain DoD TS/SCI and Active or must be eligible for SAP (Special Access Program) clearance.
• 5 years relevant experience with Bachelors in related field; 3 years relevant experience with Masters in related field; 0 years experience with PhD or Juris Doctorate in related field; or High School Diploma or equivalent and 9 years relevant experience.
• Experience: 5 years of experience in systems integration and testing.

Required Skills

• Demonstrated experience in testing complex, multi-vendor, integrated IT systems.
• Deep, hands-on knowledge across the entire technology stack, including:
• Operating Systems: Strong proficiency in the administration and testing of Windows Server and Red Hat Enterprise Linux (RHEL 8/9) environments.
• Virtualization Platforms: In-depth knowledge and hands-on experience with VMware vSphere, including ESXi, vCenter, vSAN, and virtual networking.
• Physical Layer Validation: Verifying system POST, hardware health (e.g., iDRAC/IPMI), and Layer 1 network connectivity.
• Network Infrastructure: Strong understanding of Layer 2 (VLANs, trunking) and Layer 3 (IP routing, firewall policies). Experience verifying network services like DHCP.
• Storage Systems: Experience with both SAN (iSCSI) and NAS (NFS) protocols. Familiarity with enterprise storage platforms is essential.
• Stateless & Network-Based Deployment: A firm grasp of PXE boot workflows, TFTP, and the processes for deploying diskless compute nodes.
• Proven ability to author high-quality technical documentation, including test plans and procedures, from scratch.
• Exceptional communication and presentation skills, with a verifiable ability to brief non-technical leadership on complex technical subjects.
• A self-starting, architectural mindset capable of independently analyzing a system, identifying test requirements, and executing a comprehensive validation strategy.

Preferred Skills

• Aviation background
• Engineering degree

Pay range and compensation package

Compensation: $55/hr to $57/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start day 1 of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Equal Opportunity Statement

We are committed to diversity and inclusivity.

Energy Project Solutions (EPS) is an energy consulting firm that helps partners deliver efficient, high-value projects through localized expertise and real-world insight. With more than 500 years of collective experience, our team leads complex energy developments from inception through construction, bringing deep knowledge across engineering, real estate, business development, and finance while leveraging strong relationships with developers, owners, financial institutions, and property owners nationwide.

The Operations Coordinator is a junior role for someone who is highly organized, detail-oriented, and excited to learn how a growing business operates behind the scenes. In this role, you'll support the Operations team by maintaining accurate data, improving internal processes, and helping keep day-to-day workflows running smoothly. You'll gain hands-on exposure across multiple areas of the business, from operational reporting to talent acquisition support, while working closely with the Director of Operations and collaborating with teams across EPS, gradually taking on more responsibility as your skills grow.

What You'll Do

• Support day-to-day operations across EPS by maintaining data accuracy, assisting with internal workflows, and helping the business run smoothly.
• Coordinate fleet management needs, including vehicle rentals, new hire vehicle setup, tracking fleet details and invoices, maintenance reminders, and incident reporting in partnership with Safety and Finance.
• Assist with new hire onboarding, candidate and employee travel coordination, and general people operations support.
• Help plan and execute internal company activities and events, including weekly lunches, team socials, and happy hours.
• Support office operations and facility needs, including office upkeep, vendor coordination, and obtaining quotes for tenant improvement or related work.
• Contribute to research-based and special projects, including business development tracking, client research, and real estate research for potential future regional offices.
• Track and follow up on operational tasks and requests to ensure deadlines are met and work is completed accurately.

Who You Are

• You hold a bachelor's degree in business administration, operations management, or a related field.
• You have 2+ years of experience in an operations, administrative, analyst, or support role.
• You're comfortable using Microsoft Office (Outlook, Excel, Word, PowerPoint, MS Project) and Adobe Acrobat Pro.
• You're highly organized, detail-oriented, and reliable.
• You communicate clearly and professionally, both written and verbally.
• You're eager to learn, ask questions, and contribute to a growing team.

Why EPS?

At EPS, we believe your work should support your life, not the other way around. Here's what you can count on when you join our team:

• Meaningful Growth: Whether you're just starting out or looking to advance, we offer hands-on training, mentorship, and clear paths for professional development so you can grow with purpose.
• Real Collaboration: Join a team that brings diverse perspectives together to solve complex challenges with creativity, curiosity, and a shared commitment to quality.
• Respect for Your Time: We value work-life balance and offer generous PTO and a supportive environment that helps you manage both personal and professional responsibilities.
• Benefits That Care: You'll have access to health coverage that supports your total well-being, plus a 401(k) match, paid holidays, and more resources to help you thrive.
• Weekly Team Lunches: Take a break and recharge with your teammates. We believe food brings people together.
• Culture That Connects: We invest in experiences that build strong teams and strong communities.

The Trust Associate role will perform a variety of functions within trust operations, using trust systems and other computer applications. The Trust Operations Associate must communicate effectively with a variety of constituents, both internal and external.

We do not accept resume submissions from third-party recruiters or staffing agencies. Please contact our recruiting team directly.

JOB DUTIES:

• Schedule incoming or outgoing ACH transactions, wire transactions and checks via the trust accounting system
• Work with internal service teams and external partners to coordinate check deposits, complex ACH, check and wire transactions
• Assist in resolving ACH, check and wire transaction questions
• Research and help clear cash & custodial transaction discrepancies
• Accurately apply funds for fee receivables and loan payments
• Assist in the investigation and research of disputes and suspicious or fraudulent activities, as needed
• Exception research and clearing
• Accurate input and maintenance of data in trust systems
• Creation and generation of dashboards, management reports, and other trust reporting needs, on an ad hoc and scheduled basis
• Ensure appropriate access & maintain accurate inventory of onsite vault
• Special projects, as needed

REQUIRED EXPERIENCE/QUALIFICATIONS:

• Associate or bachelor's Degree
• Ability to meet inflexible deadlines
• Strong organizational and time management skills
• Keen attention to detail and strong problem-solving skills
• Basic Microsoft Office skills (Word and Excel)
• 3-5 years of prior experience in Trust services field
• Proficiency in Microsoft Office, especially Microsoft Excel.
• Keen attention to detail.
• Ability to manage multiple priorities.
• Ability to adapt to the needs of a growing business.
• Flexibility in adhering to company policies and procedures.

IGT, where innovation meets entertainment on a global scale! We've recently leveled up—IGT Gaming and Digital have joined forces with Everi, creating a powerhouse in the world of gaming, digital experiences, and fintech solutions. From the casino floor to your mobile screen, we're all about delivering thrilling, responsible, and unforgettable gaming experiences. Whether it's spinning reels, placing bets, or powering secure payments, we bring the fun—backed by serious tech, deep player insights, and a passion for innovation. With a team of over 7,000 and a presence in 100+ countries, we're not just global—we're locally legendary. Our teams work closely with regulators, governments, and partners to ensure we play by the rules while pushing the boundaries of what's possible. If you're ready to bring your talent to a team that's shaping the future of entertainment, your next big move starts here. For more information, please visit or is looking for talented candidates to join our Game Development Studio! As a Mathematician, you will be responsible for writing and testing production code, while implementing mathematical logic for gameplay. You will be working with developers to create the best games in the industry.

Responsibilities

• Implement mathematical gameplay logic for prize determination to match the specifications of math design.
• Develop mathematical and statistical models for games; test table math models using Excel, Typescript, and other technologies for functionality and adherence to specifications.
• Work with cross-functional teams to ensure correct implementation of game math and to answer questions about math implementation.
• Develop and generate theoretical par sheets demonstrating gaming probabilities and mathematical payout of games via calculation and/or simulation.
• Use proprietary tools to generate math files.

Qualifications

• Bachelor's Degree in Mathematics, Computer Science, or IT.
• Mathematical probability education and/or experience is critical.
• Experience using programming to test mathematical models .
• Advanced knowledge of Excel.

Nice to have's:

• Experience with C#, C++, JavaScript, TypeScript, and SQL is a big plus!
• Gaming industry knowledge (Mechanical slots, Class II, Class III, VLT, HHR, etc)
• Experience in game development and working with creative teams.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected, and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, and federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

All IGT employees have a role in information security. Annual training will be assigned and required as appropriate.

Job Summary

• Provides independent oversight, investigation, and assurance to protect the company's two most vulnerable assets: inventory and cash. Serves as the control, audit, and investigative arm of the Inventory Integrity & Stock Protection model. Identifies, investigates, and resolves inventory and cash losses, validates control execution, manages armored carrier services and ensures corrective actions are implemented and sustained. Partners closely with Finance, Field Operations, and Sales Audit, while maintaining objectivity and independence in risk assessment, investigation, and escalation.

QUALIFICATIONS

• Bachelor's Degree in criminal justice, Business Administration, Finance, Accounting, or related field.

• 5+ years of experience in Asset Protection, Internal Audit, Investigations, Inventory Control, or related field.

• Experience in multi-unit retail, distribution, or corporate operational environments.

• Strong knowledge of inventory management systems, POS systems, and cash handling procedures.

• Demonstrated investigative skills and experience conducting interviews and evidence reviews.

• Strong analytical, problem-solving, and decision-making abilities.

• Ability to interpret data, identify trends, and assess operational risk.

• Excellent written and verbal communication skills, including report writing.

• Proficiency in Microsoft Office and data analysis tools.

• Ability to travel to store and distribution locations as needed (25%).

Preferred:

• Experience with forensic audits or financial investigations.

• Knowledge of PCI DSS, fraud prevention, and compliance frameworks.

• Experience developing training programs or operational SOPs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead investigations into inventory shrink, internal theft, fraud, cash discrepancies, and policy violations.

• Conduct interviews, analyze transaction data, review CCTV footage, and compile investigative findings.

• Plan, execute, and manage audits focused on inventory integrity and cash controls across retail locations,

including Risk Assessments.

• Evaluate compliance with company SOPs, cash handling procedures, and inventory processes.

• Identify control gaps and recommend corrective actions to mitigate risk and financial exposure.

• Monitor remediation efforts and ensure timely resolution of audit findings.

• Analyze inventory variance reports, cycle count results, and shrink trends to determine root causes.

• Manage Armored Carrier Services (Smartsafe, Brinks, Loomis) at the Field and Central Operations level.

• Assess receiving, transfer, returns, and adjustment processes for accuracy and compliance.

• Review cash handling procedures, deposits, refunds, and POS transactions for irregularities.

• Investigate suspicious transactions, refund abuse, and potential fraud indicators.

• Develop and deliver training to store leadership on inventory and cash control best practices.

• Prepare detailed reports and present findings, trends, and recommendations to senior leadership.

• Collaborate with cross-functional partners to improve processes and strengthen controls.

• Support enterprise risk assessments and continuous improvement initiatives.

• Maintain confidentiality and ensure investigations comply with legal and HR guidelines.

The Director of Contact Center Operations & Intake is a strategic, results-driven leader responsible for optimizing the performance, technology, and people that power our intake and contact center organization. This individual will drive the vision and execution of a best-in-class operation focused on lead conversion, intake excellence, and customer experience.

We're seeking a proven operator with deep expertise in legal intake management—ideally within a personal injury or high-volume legal services environment—who thrives on improving contact rates, conversion, and customer satisfaction through people, process, and technology innovation.

This role oversees both inbound and outbound call operations, including bilingual (English/Spanish) teams, and will ensure every interaction maximizes conversion potential. The ideal candidate combines operational excellence with hands-on experience in CRM and intake platforms such as Lead Docket, Salesforce, or comparable systems, and brings a data-driven mindset to performance management, technology adoption, and team leadership.

Key Responsibilities:

Strategic Leadership & Operations

• Define and execute a scalable contact center and intake strategy aligned with firm growth objectives, emphasizing lead conversion, customer satisfaction, and operational efficiency.
• Lead inbound and outbound operations across multiple channels (voice, chat, SMS, social, email, and ground engagement), maintaining excellence in performance, productivity, and conversion.
• Manage intake KPIs including missed calls, abandoned calls, contact rates, and conversion rates, ensuring accountability and continuous improvement.
• Partner closely with Marketing to ensure alignment on lead flow, lead quality, and campaign follow-up, providing insights and feedback to enhance overall funnel performance.
• Report intake and contact center performance to firm leadership, delivering trend analyses, insights, and data-driven recommendations to inform business decisions.

Technology & Process Innovation

• Champion adoption and optimization of modern contact center technologies, including AI-driven analytics, automation, and omnichannel CRM systems.
• Evaluate and enhance CRM and intake systems (e.g., Lead Docket, Salesforce) to streamline workflows, improve data capture, and increase conversion efficiency.
• Collaborate with IT and vendor partners to implement next-generation tools that elevate client experience and team productivity.

Team Leadership & Culture

• Lead, coach, and inspire a bilingual (English/Spanish) team of managers and associates, fostering a culture of accountability, empowerment, and continuous improvement.
• Oversee resource planning, recruiting, onboarding, training, and retention to build a sustainable, high-performing team.
• Create an environment that celebrates excellence, encourages feedback, and drives measurable results.

Customer Experience & Revenue Growth

• Design and implement strategies that enhance the intake experience and improve conversion from inquiry to retained client.
• Leverage analytics to identify performance gaps and opportunities across the intake funnel, implementing solutions that increase efficiency and conversion.
• Align closely with Marketing and Sales to translate lead intelligence into improved contact strategies and customer outcomes.

Governance & Compliance

• Ensure all intake and contact center activities comply with legal, ethical, and internal firm standards.
• Maintain rigorous reporting, quality monitoring, and compliance frameworks to ensure accountability and transparency.

Qualifications:

Education & Experience

• Bachelor's degree required; MBA or advanced degree preferred.
• 10+ years of contact center leadership experience, with 5+ years in legal intake or lead conversion environments strongly preferred.
• Proven success in managing inbound and outbound sales or intake operations with measurable improvement in conversion and performance.
• Experience leading bilingual or multilingual teams preferred.
• Track record of collaboration with Marketing and cross-functional teams to optimize lead management and campaign performance.
• Hands-on expertise with CRM and intake platforms (Lead Docket, Salesforce, or similar).

Skills & Competencies

• Strategic and analytical mindset with proven ability to translate data into actionable insights.
• Deep understanding of intake performance metrics and how to drive improvement across KPIs.
• Strong leadership, coaching, and communication skills.
• Experience managing technology integrations, automation initiatives, and process improvement programs.
• Proficiency in workforce management, analytics, and reporting platforms.

Why This Role Matters

This is a transformative leadership opportunity at the intersection of intake excellence, technology, and business growth. The Director of Contact Center Operations & Technology will shape the firm's first impression with every prospective client—elevating performance, conversion, and client experience while fostering a culture of innovation and accountability.