NOCD

Member Success Manager – Operations

NOCD

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • 🇺🇸 United States

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Job Level

Junior

Tech Stack

Go

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analyticsKPI monitoringquality assurancecall auditingprocess improvementindividualized coachingteam metrics analysistraining program designperformance managementsales management
Soft skills
leadershipmotivationcoachingcommunicationcollaborationempathystrategic insightgoal orientationproblem-solvingadaptability