Intake & Operations Manager

NOCD; Chicago (IL); Sur place; USD 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision

401(k) match

Downtown Chicago office

Parental leave

Paid holidays

Résumé du poste

NOCD is seeking an Intake & Operations Manager in Chicago to lead and scale a high-performing team, shaping the first impression for new members and guiding them into treatment.

You will drive call quality, KPI performance, and data-driven improvements while partnering with leadership on hiring and onboarding in a mission-driven startup. Great benefits are provided.

Qualifications

• Must have 1–3 years of experience leading high-performing sales- or service-focused teams.
• Track record of exceeding KPIs as an individual contributor and as a coach.
• Quality-first mindset with experience auditing calls and QA processes.
• Data-driven operator using analytics and metrics to drive performance.
• Strong people judgment and high EQ for talent assessment.
• Go-getter attitude, collaborative and growth-focused in a fast-paced startup.
• Excellent communicator to motivate teams and articulate NOCD’s mission.

Responsabilités

• Lead, coach, and motivate a high-performing team of Member Advocates.
• Ensure call quality through auditing and feedback.
• Monitor KPIs and team metrics daily; identify trends and drive results.
• Create coaching and development plans to help team members meet goals.
• Own QA initiatives and implement process improvements.
• Partner with leadership on hiring, resume reviews, and onboarding.

Connaissances

Team leadership

Data analytics

Quality assurance

Coaching

People judgment

Outils

CRM software

Description du poste

About the Role

As an Intake & Operations Manager at NOCD, you’ll play a pivotal role in shaping the first impression for new members and leading the team that helps them begin their treatment journey. This isn’t just a management position — it’s a high-visibility, career-growth opportunity to lead, coach, and scale a team in a mission-driven, fast-growing company.

We’re looking for a go-getter leader who thrives in a goal-driven environment, has a sharp eye for call quality, and knows how to leverage data to drive performance. You’ll combine motivational leadership, quality assurance expertise, and a proven ability to exceed KPIs to build a team that delivers exceptional member experiences while consistently hitting business goals.

What You’ll Do

• Lead, coach, and motivate a high-performing team of Member Advocates, setting clear expectations and inspiring excellence.
• Ensure call quality through regular auditing and feedback, raising the bar for every member interaction.
• Monitor KPIs and team metrics daily, using data analytics to identify trends, remove barriers, and drive results.
• Create individualized coaching and development plans to help team members consistently meet and exceed goals.
• Own quality assurance initiatives and implement process improvements that elevate team performance.
• Partner with leadership on hiring by conducting resume reviews and candidate screeners to identify and select top talent for the role, while supporting onboarding and ongoing training programs that set advocates up for success.
• Play a hands-on role in scaling operations within a fast-paced startup environment — bringing both strategic insight and a willingness to roll up your sleeves.

What You’ll Bring

• 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 who lifts others to the same level.
• Quality-first mindset , with experience auditing calls, driving QA processes, and holding teams to the highest standards.
• Data-driven operator who uses analytics, CRMs, and metrics to identify trends, remove barriers, and fuel performance.
• Strong people judgment and high EQ , with the ability to quickly assess talent, ask thoughtful questions, and identify individuals who will thrive in a high-performance, member-focused environment.
• Go-getter attitude — motivated, collaborative, and eager to grow as a leader in a fast-paced startup.
• Excellent communicator who can motivate teams, handle escalations with empathy, and clearly articulate NOCD’s mission and value.

Why Work at Noto

We’re committed to supporting your growth, both professionally and personally. With an inclusive culture and ongoing learning opportunities, we are here to help you thrive and do the best work of your life. At NOCD, you will:

• Help scale one of the fastest-growing specialty behavioral health organizations in the world.
• Work directly with operational, clinical, product, and business leaders to solve meaningful challenges at scale.
• Use data, technology, and critical thinking to drive measurable improvements in member outcomes and business performance.
• Contribute to a mission that helps people reclaim their lives from one of the world’s most disabling mental health conditions.
• Build your career in a high-growth environment where ownership, innovation, and execution are valued and rewarded.
• Play a role in shaping the future of Noto as we expand beyond OCD into additional behavioral health specialties.

What We Offer

• Comprehensive benefits package, including medical, dental, vision coverage, and 401(k) match
• 11 observed company holidays a year
• PTO based on an accrual system
• Engaging startup environment with an outstanding mission-driven team atmosphere
• Downtown Chicago office with an on-site gym
• Noto provides 12 weeks of fully paid parental leave for the primary caregiver, and 6 weeks of fully paid leave for the secondary caregiver, for qualifying full-time employees.

Pay Transparency

The expected pay range for this position is $70,000 to $90,000. Actual pay will be based on the individual’s qualifications and experience. This role is also eligible for annual performance-based incentives tied to individual achievement and company-wide goals.