Member Intake Manager
$80,000–$110,000 year
RemoteUnited States
Job Summary
Build and run a call-scoring rubric, QA auditing cadence, and calibration sessions across the team while diagnosing conversion gaps through call review, roleplay, and shadowing. Take calls and handle escalations personally to maintain floor credibility and coach in real time, driving consistent SLA and activation-target adherence through data-backed coaching. Design and own a repeatable, largely automated onboarding process for new Intake Coordinator cohorts and scale the team from 3-5 to 10-15+ coordinators over the next 12 months. Partner with Marketing on lifecycle campaign scripting, Engineering on calling intelligence tools, and Client Ops Leadership on process improvements. Report team performance and coaching progress to the Head of Member Operations & Strategy.
Required Qualifications
- 3-7+ years managing an outbound-heavy, metrics-driven rep team (SDR/sales, collections, retail/telecom win-back, or insurance/benefits enrollment), with ownership of activation and conversion outcomes rather than activity or handle-time metrics
- Has personally built or run a call-coaching system — scoring rubrics, QA/call-listening cadence, and calibration sessions
- Comfortable managing by SLAs and dashboards rather than gut feel, including hands-on use of dialer/CRM data such as answer rates and stage timestamps
- Track record of scaling a team (e.g., from ~5 to 10-15 reports) and staying on the floor — taking calls and handling escalations personally
- Experience iterating on scripts and playbooks based on outcome data, and diagnosing/correcting rep performance through call review, roleplay, or shadowing
- Track record of compliant outbound practices (DNC/opt-out handling, accurate representations), given this role owns compliance-adjacent call auditing
Desired Qualifications
- Healthcare, insurance, or benefits-enrollment background, plus familiarity with Dialpad, HubSpot, or a comparable dialer/CRM stack
- Experience with retention or community-building motions (referral or loyalty/advocacy programs), or prior experience hiring for a similar role
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