Strategic Client Intake Lead - AI-Enabled Ops

gvsu; United States; On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical coverage

Vision & dental insurance

Retirement contributions

Tuition waiver

Job summary

Michigan SBDC Lead Center is seeking a Centralized Client Intake Manager to transform the statewide intake process into a standardized model. You will lead a centralized team of Intake Specialists, overseeing hiring, training, and high-quality triage to match clients with consultants by geography and expertise.

Responsibilities include system ownership, AI-driven data extraction enhancements, and cross-functional collaboration with regional directors to ensure consistent client experiences

Qualifications

• Bachelor's degree in Business Administration, Public Administration, Organizational Leadership, or an equivalent combination of education and professional experience.
• Minimum 2–3 years of supervisory staff experience with performance management and scheduling.
• Experience managing professional operations, workflows, or customer-facing intake systems.
• Experience developing, implementing, or maintaining Standard Operating Procedures (SOPs).
• Minimum 3 years in high-volume customer-facing scheduling and service.
• Strong verbal and written communication, including change management and stakeholder consensus.
• Proficiency with Google Workspace or Microsoft 365 and quick adoption of new software.

Responsibilities

• Provide daily leadership and coordination for a team of Intake Specialists.
• Oversee hiring, onboarding, and training for the intake team.
• Create and maintain training materials, scripts, and knowledge bases.
• Perform regular audits of data entry and notes to ensure standardized protocols.
• Manage shift schedules to ensure full coverage during business hours.
• Own process documents and the Statewide Consultant Matrix for accurate matching.
• Lead optimization of tools (Salesforce, Google Workspace, Calendly, Slack) for statewide scaling.
• Guide AI integration to improve data extraction and workflows.
• Define metrics and track Lead-to-Consultant conversions; justify costs.
• Synthesize data into recommendations for continuous improvement for client intake.

Skills

Supervisory Experience

Operational Management

Process SOPs

Customer Intake Ops

Communication

Technical Literacy

Education

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

Tools

Google Workspace

Microsoft 365

Salesforce

Calendly

Slack

Job description

Michigan SBDC Lead Center is seeking a Centralized Client Intake Manager to transform the statewide intake process into a standardized model. You will lead a centralized team of Intake Specialists, overseeing hiring, training, and high-quality triage to match clients with consultants by geography and expertise.

Responsibilities include system ownership, AI-driven data extraction enhancements, and cross-functional collaboration with regional directors to ensure consistent client experiences