Communications Manager – Client Engagement, Intake & Automation United State

Communications Manager – Client Engagement, Intake & Automation

Chicago, Illinois, United States;
Lake Mary, Florida, United States;
Remote

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 own the design, buildout, and continuous optimization of every client communication journey from first inquiry through case resolution—across all case types. This is a hands‑on role: you will be in the system every day configuring call sequences, text and email cadences, and follow‑up workflows, while simultaneously running A/B tests to prove what actually moves conversion.

You are equal parts builder and analyst. You obsess over whether a text at hour two outperforms a call at hour four, whether a subject line that leads with empathy beats one that leads with urgency, and whether a three‑touch sequence converts better than five. You don’t just theorize—you set it up, measure it, and report on it.

This is a
full‑time position in our
Lake Mary, Florida,or Chicago office working a hybrid schedule of three days per week in the office and two days remote. Remote candidates will be considered on a case‑by‑case basis. Compensation for the role is an annual base salary of $95,000 to $125,000, depending on experience, plus the role is eligible for a year‑end discretionary performance bonus and benefits.

Essential Functions:

Intake and Case Work‑Up Journey Design & System Configuration

• Build, maintain, and optimize automated intake and case work‑up communication journeys (calls, texts, emails) in the firm’s CRM platform across all case types
• Configure sequences end‑to‑end: trigger rules, timing delays, channel selection, escalation logic, and assignment routing
• Draft text and email messages that guide prospective clients through the intake process and to current clients regarding medical records, questionaries, authorizations, and other litigation‑critical materials
• Create and manage journey templates for each case type, adapting messaging tone, urgency, and cadence to match the nature of the practice area
• Ensure every new case type or campaign launch has a fully built, tested intake journey before going live
• Maintain documentation for best practices and a library of approved message templates (SMS, email, voicemail scripts) organized by case type and stage
• Ensure compliance with SMS/email regulations, consent requirements, and data handling standards
• Design and execute structured A/B tests on intake and case work‑up journey variables, including: call timing (e.g., speed-to-lead windows, time of day, day of week), text and email copy (subject lines, body language, tone, personalization), channel sequencing (call‑first vs. text‑first, mixed vs. single‑channel), cadence and frequency (number of touches, spacing between attempts), and call‑to‑action language
• Manage a prioritized testing roadmap based on projected impact on consultation‑set and retention rates
• Ensure tests are properly structured with adequate sample sizes, control groups, and statistical significance before declaring winners
• Document every test: hypothesis, variables, results, and recommended action

Reporting & Analysis

• Define, track, and report on key metrics, including, but not limited to, speed‑to‑contact, contact rate, consultation‑set rate, show rate, lead‑to‑signed‑client conversion by case type, client responsiveness, and case work‑up progress
• Monitor response rates, engagement metrics, and drop‑off points across journeys
• Deliver regular experiment reports to leadership with clear findings and next steps
• Identify underperforming case types, journey stages, or time windows and recommend targeted…