Member Intake Manager

Leap

Member Intake Manager leading a team in clinical operations at Leap. Driving performance and expanding team capacity with a focus on outbound metrics and quality assurance.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing and scaling outbound-heavy teams while utilizing data-driven approaches to enhance performance. Proficient in developing call-coaching systems, including scoring rubrics and QA processes, to ensure compliance and effectiveness.

Highest-signal resume keywords

Call-Scoring Rubric DevelopmentQA AuditingSLA ManagementTeam ScalingScript Iteration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call-Coaching SystemMetrics-Driven ManagementData-Backed CoachingOnboarding Process DesignCall ReviewRoleplayShadowingCalibration SessionsSLA Dashboard MaintenanceKPI Dashboard Maintenance

Soft Skills

Real-Time CoachingEscalation HandlingTeam Leadership

Industry Keywords

Outbound PracticesDNC HandlingOpt-Out HandlingSales Development RepresentativeCollectionsRetailTelecomInsurance EnrollmentBenefits Enrollment

About the role

Key responsibilities & impact

Own call-scoring rubrics, QA auditing, SLA and KPI dashboards, and onboarding design
Build and run a call-scoring rubric, QA auditing cadence, and calibration sessions
Diagnose conversion gaps through call review, roleplay, and shadowing
Take calls and handle escalations personally to maintain floor credibility and coach in real time
Drive consistent SLA and activation-target adherence through data-backed coaching
Design and own a repeatable, largely automated onboarding process for new Intake Coordinator cohorts
Scale the team from 3-5 to 10-15+ coordinators over the next 12 months
Iterate on scripts and playbooks based on outcome data
Build and maintain SLA and KPI dashboards

Requirements

What you’ll need

3-7+ years managing an outbound-heavy, metrics-driven rep team (SDR/sales, collections, retail/telecom win-back, or insurance/benefits enrollment)
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
Track record of scaling a team (e.g., from ~5 to 10-15 reports)
Experience iterating on scripts and playbooks based on outcome data
Track record of compliant outbound practices (DNC/opt-out handling, accurate representations)

Benefits

Comp & perks

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