Member Success & Operations Manager

NOCD•Chicago, IL

30d•Hybrid

About The Position

As a Member Success & 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.

Requirements

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.
Coach and mentor, skilled at creating individualized development plans, hiring top talent, and designing training that delivers results.
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.

Responsibilities

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, onboarding, and designing 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.