Intake & Operations Lead — Scale a Mission-Driven Team

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

Benefits offered by this job

Medical, Dental, Vision

401K with Company Match

Paid time off

Parental leave

Job summary

NOCD is seeking an Intake & Operations Manager to shape first impressions for new members and lead a team that begins their treatment journey. This high-visibility role combines coaching, QA, and data-driven stewardship to hit KPIs in a fast-growing digital health environment.

You'll coach a Member Advocate team, audit call quality, analyze metrics, and partner with leadership on hiring and onboarding to ensure exceptional member experiences and scalable operations.

Qualifications

• 1–3 years of leadership of sales- or service-focused teams.
• Proven KPI-exceeding track record as coach and individual contributor.
• Experience auditing calls and QA processes.
• Data-driven with analytics and CRM usage.

Responsibilities

• Lead, coach, and motivate a high-performing team of Member Advocates.
• Ensure call quality through regular auditing and feedback, raising the bar for interactions.
• Monitor KPIs and team metrics daily, using data to identify trends and drive results.
• Create individualized coaching and development plans to help team members meet goals.
• Own quality assurance initiatives and implement process improvements that elevate performance.
• Partner with leadership on hiring by reviewing resumes and screening candidates.

Skills

Leadership

KPI management

Quality assurance

Data analytics

Communication

People management

Tools

CRM software

QA tooling

Job description

NOCD is seeking an Intake & Operations Manager to shape first impressions for new members and lead a team that begins their treatment journey. This high-visibility role combines coaching, QA, and data-driven stewardship to hit KPIs in a fast-growing digital health environment.

You'll coach a Member Advocate team, audit call quality, analyze metrics, and partner with leadership on hiring and onboarding to ensure exceptional member experiences and scalable operations.