Intake & Operations Manager

NOCD • Chicago, IL

6d • $70,000 - $90,000 • Onsite

About The Position

As an Intake & Operations Manager at NOCD, you will shape the first impression for new members and lead the team that helps them begin treatment. This is a high-visibility opportunity to lead, coach, and scale a team at a mission-driven, fast-growing company. The role combines motivational leadership, call-quality oversight, and data-driven performance management to deliver excellent member experiences and meet business goals.

You will oversee Member Advocates, monitor quality and performance, develop team members, and improve operations. You will also contribute to hiring, onboarding, and training, and help scale operations in a fast-paced startup environment. The position works with operational, clinical, product, and business leaders to improve member outcomes and business performance.

The expected pay range is $70,000 to $90,000. The role is eligible for annual performance-based incentives tied to individual achievement and company-wide goals.

Requirements

• 1–3 years of experience managing high-performing, sales- or service-focused teams.
• A track record of exceeding KPIs as an individual contributor and coaching others to achieve similar results.
• Experience auditing calls, driving quality assurance processes, and holding teams to high standards.
• Ability to use analytics, CRMs, and metrics to identify trends, remove barriers, and improve performance.
• Strong people judgment and high emotional intelligence, including the ability to assess talent and identify people suited to a high-performance, member-focused environment.
• Motivated, collaborative attitude and eagerness to grow as a leader in a fast-paced startup.
• Excellent communication skills, including the ability to motivate teams, handle escalations with empathy, and clearly articulate the company’s mission and value.

Responsibilities

• Lead, coach, and motivate a high-performing team of Member Advocates, setting clear expectations and encouraging excellence.
• Audit calls and provide feedback to ensure and improve call quality.
• Monitor KPIs and team metrics daily, using analytics to identify trends, remove barriers, and drive results.
• Create individualized coaching and development plans to help team members meet and exceed goals.
• Own quality assurance initiatives and implement process improvements to improve team performance.
• Partner with leadership on hiring, including resume reviews and candidate screeners.
• Support onboarding and ongoing training programs for Member Advocates.
• Help scale operations in a fast-paced startup environment, contributing strategic insight while also handling hands-on work.
• Handle escalations empathetically and communicate NOCD’s mission and value clearly.
• Work with operational, clinical, product, and business leaders to address challenges and improve member outcomes and business performance.

Benefits

• Comprehensive benefits package, including medical, dental, and vision coverage and a 401(k) match.
• 11 observed company holidays per year.
• PTO based on an accrual system.
• Downtown Chicago office with an on-site gym.
• 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.
• Annual performance-based incentives tied to individual achievement and company-wide goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed