Communications Manager – Client Engagement, Intake & Automation

Communications Manager – Client Engagement, Intake & Automation

At Postman Law we are dedicated to creating a workplace where passionate professionals can make a real difference. Our team of experienced personal injury attorneys and case staff work together to advocate for individuals who have been wronged or injured. We guide clients through every step of their journey to ensure they receive the justice and compensation they deserve. 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: Postman Law seeks a Communications Manager – Client Engagement, Intake & Automation to lead and optimize strategic client communications across the full client lifecycle—from intake through case resolution. This role is critical to driving client engagement, ensuring complete and timely case work-up, and improving intake conversion through clear, empathetic, and well-timed SMS and email communications.

The Communications Manager will write and manage outbound messaging, build and maintain automated journeys (including intake and case work-up), and continuously monitor performance to improve responsiveness, completion rates, and overall client experience.

This is a full-time position in our Chicago office working a hybrid schedule of three days per week in the office and two days remote. Compensation for the role is an annual base salary of $95,000 to $115,000, depending on experience, plus the role is eligible for a year-end discretionary performance bonus and benefits.

Essential Functions:

Intake Communications & Journeys

• Own intake communication journeys, including writing SMS and email messaging that guides prospective clients through the intake process
• Develop automated and manual outreach that increases intake completion rates and reduces abandonment
• Craft clear, supportive messaging that explains next steps, required information, and timelines during intake
• Optimize intake journeys through testing, segmentation, and performance analysis

Strategic Communications for Case Work-Up

• Collaborate with attorneys, case management, and the medical records team to design outreach strategies that drive complete case work-up
• Write SMS and email communications focused on medical records, questionnaires, authorizations, and other litigation-critical materials
• Educate clients on the importance of timely participation in the case development lifecycle using clear, persuasive, and empathetic messaging

Client Engagement Campaign Management

• Write, edit, and manage outbound SMS and email scripts across intake, active cases, and ongoing client communications
• Create and manage automated and manual campaigns designed to boost client responsiveness and reduce drop-off rates
• Segment audiences by intake status, case stage, responsiveness, or documentation needs to personalize outreach
• Ensure a smooth and consistent client experience from prospecting through the full client lifecycle

Journey & Automation Management

• Set up, manage, and optimize automated communication journeys within Postman Law’s communication software
• Build triggers, workflows, conditional logic, reminders, and escalation paths that support intake completion and case progression
• Troubleshoot issues related to delivery, timing, or automation logic

Performance Monitoring & Optimization

• Define, track, and report on KPIs related to intake completion, client responsiveness, and case work-up progress
• Monitor response rates, engagement metrics, and drop-off points across journeys
• Conduct A/B testing on messaging content, cadence, and channels to improve effectiveness
• Recommend and implement data-driven improvements to outreach strategies

Platform & Operations Ownership

• Own day-to-day management of SMS and email communication platforms
• Maintain documentation for messaging frameworks, journeys, workflows, and best practices
• Ensure compliance with SMS/email regulations, consent requirements, and data handling standards

Collaboration with Internal Stakeholders

• Partner with intake, case management, and legal teams to coordinate messaging, updates, and client communications
• Collaborate with…