leap - Member Intake Manager
Requirements
• 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 • 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 • At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you.
Responsibilities
• Team Coaching & Performance • Build and run a call-scoring rubric, QA auditing cadence, and calibration sessions across the team • Diagnose conversion gaps through call review, roleplay, and shadowing, and correct them through live coaching • 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, not activity quotas • Process & Scale • 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, testing and rewriting messaging that isn't converting • Build and maintain SLA and KPI dashboards using Dialpad answer-rate data and stage-timestamp tracking • Cross-Functional Partnership • Partner with Marketing on lifecycle campaign scripting and messaging, feeding back what is and isn't converting • Work with Engineering & Analytics to build and refine calling intelligence and performance-tracking tools • Collaborate with Client Ops Leadership on process improvements and tactical execution • Report team performance and coaching progress to the Head of Member Operations & Strategy
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