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About the role
- Member Success & Operations Manager at NOCD, leading a high-performing team and shaping member experiences. Overseeing operations in a mission-driven, fast-growing telehealth organization.
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.
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.
Benefits
- Competitive compensation & benefits
- Salary plus bonus opportunity
- Medical, Dental, Vision
- 401K
- PTO
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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