Senior Program Manager

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Purpose: The Senior Program Manager, Intake Operations is a senior, cross-functional leader responsible for driving intake initiatives that span people, processes, and systems. This role oversees the Project Management and Business Analysis teams while partnering closely with Intake Managers, Technology, and Marketing to improve system workflows, launch and manage intake campaigns, and ensure changes to intake systems are thoroughly audited and tested before deployment.

Reporting to the Director of Intake Operations, the Senior Program Manager will serve as a central point of coordination for intake-related programs—balancing strategic planning with hands-on execution to ensure intake operations scale efficiently and perform at a high level. If the Senior Program Manager is based in the Lake Mary, Florida, area, the position will be based in our Lake Mary office working a hybrid schedule of four days per week in the office and one day remote. Fully remote candidates outside the Lake Mary, Florida, area will be considered on a case by case basis. 

Key Responsibilities:

Program, Project & Campaign Management

• Lead intake-related programs and initiatives from concept through execution, including intake workflow improvements and campaign launches
• Manage cross-functional project plans, timelines, dependencies, risks, and deliverables
• Oversee the planning, launch, and ongoing management of intake campaigns in partnership with Marketing and Intake leadership

Intake Systems & Workflow Optimization

• Partner with Intake Managers to identify opportunities to improve intake system workflows, tools, and processes
• Translate operational needs into clear project requirements and implementation plans
• Support configuration, enhancement, and optimization of intake platforms, CRM systems, and related tools

Testing, Auditing & Quality Assurance

• Lead the auditing and testing of intake system updates, enhancements, and new functionality prior to launch
• Ensure changes are validated for accuracy, performance, and compliance with intake standards and client requirements
• Develop testing frameworks, documentation, and sign-off processes to reduce risk and production issues

Team Leadership: Project Management & Business Analysis

• Manage and develop the Project Management and Business Analysis teams, setting clear priorities and performance expectations
• Ensure consistent project management methodologies, documentation standards, and reporting across teams
• Partner with Business Analysts to translate data insights into operational and system improvements

Cross-Functional & Intake Leadership Partnership

• Act as a strategic partner to Intake Managers, Intake Leadership, Technology, Marketing, and Client Success
• Facilitate alignment between intake operations, system capabilities, and campaign objectives
• Communicate project status, risks, and outcomes clearly to stakeholders and senior leadership

Process Improvement & Governance

• Drive continuous improvement initiatives to increase intake efficiency, quality, and scalability
• Establish governance frameworks for intake projects, system changes, and campaign launches
• Support change management efforts related to new tools, workflows, and operational processes

Required Qualifications:

• 10+ years of experience in program management, project management, operations, or systems-focused roles
• 5+ years of experience managing teams, including senior contributors or managers
• Proven experience leading cross-functional initiatives involving systems, workflows, and operational change
• Strong analytical skills with the ability to translate operational needs into executable plans
• Excellent communication and stakeholder management skills

Preferred Qualifications:

• Experience in call center environments, legal services, or performance marketing
• PMP, PgMP, Agile, or similar certifications

Key Competencies:

• Intake operations and systems thinking
• Program and campaign execution
• Workflow design and optimization
• Testing, auditing, and quality assurance
• Cross-functional leadership and influence
• Data-driven decision making