About the Role
As a Member Advocate Manager at NOCD, you'll play a crucial role in leading our empathetic member advocate team to educate and support new members while scheduling their first sessions with a NOCD therapist. Our focus is on delivering a seamless, high-quality experience for our members. In this role, you'll blend leadership with training, performance monitoring, and process improvement to drive team success and uphold exceptional service standards. You'll manage a team, oversee quality assurance, and lead continuous improvement initiatives within our rapidly growing organization. This is an exciting opportunity to be part of a dynamic team within a high-growth company that is profoundly impacting the lives of thousands of individuals.
Key responsibilities
In this role, you will strategically coach a team of Member Advocates in motivational interviewing and objection handling, leveraging both empathy and sales skills. As the Member Advocate Manager, you will have ownership of your team, as well as influence the broader team, in order to meet company goals. Your responsibilities will include overseeing call quality, managing escalations, and implementing effective training programs. You'll ensure daily coverage and staffing needs are met, because a major priority for NOCD is to ensure our members have daily access to our services. Additionally, you will support the Intake Director with tasks such as hiring, onboarding, and monitoring key performance indicators. This is an essential role to sustaining a high-performance team in a dynamic, rapidly evolving environment.
Minimum Requirements:
- Strong background in utilizing motivational interviewing and empathy-driven relationship building skills.
- 1-3 years of leadership experience, ideally managing a sales-focused team
- Detail-oriented and technologically adept, with the ability to simultaneously utilize multiple software programs and internal software tools.
- Adaptable to the fast-paced nature of startups and evolving processes.
- Proven ability to thrive under pressure
Preferred Qualifications:
- Enhance the reputation of NOCD by creating a positive customer experience, including understanding and articulating the value of NOCD to the OCD community
- Excellent communication, interpersonal, analytical, and problem-solving skills.
- Proven track record of enhancing team performance and implementing improvements
- Experience with quality assurance processes and call monitoring.
- Familiarity with hiring and recruitment processes, as well as experience onboarding new team members
What We Offer
- Competitive compensation and comprehensive benefits package including medical, dental, and vision coverage
- The opportunity to be a part of a dynamic, fast-growing team, and play a crucial role in driving impactful change within a mission-driven team.
- Hybrid Work Environment: Enjoy the best of both worlds with the flexibility to work from home as well as collaborate in our downtown Chicago office.
