To support a growing clinical operations team, the full-time Member Intake Manager will build coaching and performance infrastructure, manage call-scoring and quality assurance processes, and oversee the onboarding of new coordinators in a remote environment. Key Responsibilities Build and manage a call-scoring rubric, conduct QA auditing, and facilitate calibration sessions across the team Design and implement a scalable onboarding process for new Intake Coordinators while driving adherence to SLAs and activation targets Collaborate with cross-functional teams to improve processes and report performance metrics to leadership Required Qualifications 3-7+ years of experience managing an outbound-focused, metrics-driven team with a focus on activation and conversion outcomes Proven experience in building and running call-coaching systems, including QA and calibration processes Comfortable utilizing SLAs and dashboards for management, with hands-on experience using dialer/CRM data Demonstrated ability to scale a team and maintain floor presence for coaching and escalations Experience iterating on scripts and playbooks based on data outcomes and diagnosing rep performance