Intake & Operations Lead — KPI-Driven Member Experience

NOCD Inc.; Chicago (IL); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

11 holidays

Paid parental leave (12 weeks)

Downtown Chicago office with on-site

Job summary

NOCD is seeking an Intake & Operations Manager to shape the first impression for new members and lead a team that starts treatment journeys. This high‑visibility role combines coaching, data‑driven performance, and hands‑on leadership in a mission‑driven, fast‑growing company.

You’ll coach a call‑center team, monitor KPIs, audit calls, and partner with leadership on hiring and onboarding to ensure outstanding member experiences while hitting business goals.

Qualifications

• Proven leader with 1–3 years of experience managing high‑performing, sales- or service‑focused teams.
• Track record of exceeding KPIs as both an individual contributor and a coach.
• Quality‑first mindset with experience auditing calls and QA processes.
• Data‑driven operator using analytics, CRMs, and metrics.

Responsibilities

• Lead, coach, and motivate a high‑performing team of Member Advocates.
• Ensure call quality through regular auditing and feedback.
• Monitor KPIs and team metrics daily using data analytics.
• Create individualized coaching and development plans.
• Own QA initiatives and process improvements.
• Partner with leadership on hiring by resume reviews and screeners.
• Scale operations in a fast‑paced startup.

Skills

Proven leader

Team management

Exceeding KPIs

Quality assurance

Data-driven

Strong communication

High EQ

Tools

CRM systems

Job description

NOCD is seeking an Intake & Operations Manager to shape the first impression for new members and lead a team that starts treatment journeys. This high‑visibility role combines coaching, data‑driven performance, and hands‑on leadership in a mission‑driven, fast‑growing company.

You’ll coach a call‑center team, monitor KPIs, audit calls, and partner with leadership on hiring and onboarding to ensure outstanding member experiences while hitting business goals.