Remote Intake Operations Leader

Grand Valley State University; Grand Rapids (MI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Life insurance

Retirement contributions

Wellness resources

Tuition waiver

Job summary

Grand Valley State University is seeking a Centralized Client Intake Manager to transform our statewide intake model. You will lead a small team of Intake Specialists, ensure consistent front-end triage, and align processes with geography and expertise across the MI SBDC network.

The role blends high-level systems oversight—including AI integration and Salesforce/Google Workspace optimization—with hands-on supervision, scheduling, and ongoing program improvement.

Qualifications

• Bachelor’s degree in relevant field or equivalent experience.
• 2–3 years supervising staff and managing performance.
• Experience managing operations, workflows, or intake systems.
• Experience developing and maintaining SOPs.
• 3+ years in high-volume customer-facing scheduling.
• Excellent verbal and written communication; change-management.
• Proficiency with digital productivity tools and quick learning.

Responsibilities

• Lead and supervise a 3–5 person intake team; recruit and onboard.
• Develop training materials and standardized scripts; triage logic.
• Audit Salesforce data entry and notes for compliance.
• Manage scheduling to ensure coverage; coordinate with consultants.
• Own triage governance and matching process; escalate complex cases.
• Oversee workflows to ensure uniform regional experiences.
• Align tech stack (Salesforce, Google Workspace, Calendly, Slack).
• Refine intake data extraction and AI tools; ensure data quality.
• Track metrics and budget implications of intake operations.

Skills

Team leadership

Staff supervision

Operational management

SOP development

Customer intake operations

Communication

Technical literacy

Google Workspace / Microsoft 365

CRM systems (Salesforce / HubSpot)

Education

Bachelor's degree in Business Administration / Public Administration / Organizational Leadership

Tools

Salesforce

Google Workspace

Calendly

Slack

Job description

Grand Valley State University is seeking a Centralized Client Intake Manager to transform our statewide intake model. You will lead a small team of Intake Specialists, ensure consistent front-end triage, and align processes with geography and expertise across the MI SBDC network.

The role blends high-level systems oversight—including AI integration and Salesforce/Google Workspace optimization—with hands-on supervision, scheduling, and ongoing program improvement.