Team Manager - NeuroNav
About The Position
Can you coach, problem-solve, and keep a high-volume enrollment pipeline moving with speed, accuracy, and consistency — all while putting families first? We’re seeking a Team Manager to lead our Self-Determination Program (SDP) Transition Navigators — the front-line guides helping individuals and families successfully enroll in California’s SDP. This is a fast-paced, quota-driven, metrics-focused role where operational rigor, quick response times, and excellent customer service aren’t just values — they’re KPIs you will own. You’ll lead a high-performing team to hit measurable goals, improve response SLAs and NPS, remove operational bottlenecks, and ensure every family moves through enrollment efficiently and confidently. At NeuroNav, we believe people with disabilities deserve autonomy, respect, and real power over their services. Our mission is to enhance the quality of life for people with developmental disabilities through simplicity, choice — and reliable, high-quality execution. We guide families through the Self-Determination Program, a transformative approach that unlocks more creativity and flexibility in how services are delivered. As the Team Manager for our SDP Transition Navigators, you will be responsible for performance management, KPI tracking, coaching for results, and process discipline. You will set clear expectations, monitor metrics daily, and use data to drive continuous improvement. And you will pair that operational excellence with compassionate leadership — ensuring the participant experience stays front and center while the team consistently delivers on speed, quality, and accountability. About NeuroNav Founded at Stanford in 2020 with support from the Stanford Innovation Fellowship, NeuroNav is reinventing how individuals with developmental disabilities access services. Through dedicated Navigators and mission-driven experts, we’ve already helped hundreds of clients enroll in the Self-Determination Program — and we’re scaling rapidly to serve more individuals across California.
Requirements
- Bachelor’s Degree or equivalent work experience
- Experience transitioning mission-driven direct line service staff into structured workflows.
- Proven ability to drive results using measurable goals, dashboards, or KPIs
- Strong customer-service orientation and ability to de-escalate complex issues
- Excellent organization and project-management skills
- Clear and compassionate communication with a coaching mindset
- Ability to thrive in a fast-paced, remote environment using digital tools
Nice To Haves
- Working knowledge of support systems for individuals with intellectual and developmental disabilities
- Experience with California’s regional center system
- Familiarity with California’s Self-Determination Program
- Working experience with CRM platforms with a strong preference for experience with Hubspot
- Experience tracking performance, service quality, and metrics in social services setting
Responsibilities
- Team Leadership & Coaching
- Provide supportive supervision to a team of Transition Navigators, fostering collaboration, growth, and performance excellence
- Project Management & Workflow Oversight
- Drive consistent use of HubSpot workflows, sequences, and automated reminders. Monitor deal-board progress, ensure timely follow-ups, and enforce task completion standards.
- Metrics Accountability
- Help the team meet individual and team enrollment goals. Track performance using KPIs, monitor client outcomes, and set daily and weekly targets for response times, NPS, and task completion. Spot bottlenecks, fix issues quickly, and coach team members to meet or exceed standards. Track retention and follow-up success to ensure families remain engaged and supported.
- Customer Experience & Conflict Resolution
- Ensure escalations are resolved quickly and effectively, maintain high client satisfaction, and track trends in follow-ups, retention, and feedback to continuously improve the family experience.
- Training & Development
- Ensure staff are confident in tools, policies, and best practices — continuously promoting team growth through feedback, coaching, and structured learning
- Cross-Functional Collaboration
- Partner closely with NeuroNav leadership to resolve operational issues impacting service delivery
- Mission-Driven Innovation
- Contribute insights to inform improvements in systems, client experience, and organizational strategy
Benefits
- Remote-first — ability to work from home
- Continuous coaching,
- Professional development opportunities
- Career growth
- Health, vision, and dental insurance
- 401(k)
- 14 Paid Time Off (PTO) days per year
- 7 sick/flex days per year
- Annual company retreat
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
