Centralized Client Intake Manager – MI-Small Business Development Center

Salary & Benefits: $65,000; commensurate with experience

Comprehensive benefits package including medical, vision, dental, life insurance, generous employer retirement contributions, wellness resources, and tuition waiver effective on the date of hire. 

Primary Duties:

1. Team Leadership & Management

• Direct Supervision: Provide daily leadership and coordination for a team of 3 to 5 full- or part-time Intake Specialists (contractors or students).
• Hiring & Onboarding: Lead the recruitment, hiring, and onboarding for the intake team.
• Training & Resource Development: Create and maintain all training materials, standardized scripts (including sorting and triage logic), and knowledge bases.
• Performance Governance: Conduct regular quality audits of Salesforce data entry and intake session notes to ensure adherence to statewide standardized protocols.
• Capacity Management: Manage the Intake Shift Schedule to ensure 100% coverage during business hours. Work alongside regional consultants and regional directors to manage scheduling systems.

2. Operational Excellence & Triage Governance

• System Ownership: Maintain the process document and the Statewide Consultant Matrix to ensure accurate client-to-consultant matching.
• Complex Case Escalation: Act as the final authority and decision-maker for "special case" client inquiries or system discrepancies that fall outside standard operating procedures.
• Workflow Management: Directly manage intake-specific workflows to eliminate regional variability and ensure a high-quality, uniform experience across all regions.
• Stakeholder Liaison: Serve as the central bridge between frontline intake personnel, Regional Directors, and the Lead Center to ensure functional alignment and transparency.

3. Tech Stack Orchestration & AI Integration

• Systems Alignment: Optimize the use of Salesforce, Google Workspace, Calendly, and Slack to identify and implement the most efficient tools for statewide scaling.
• AI Development: Lead the refinement of the Intake-specific Gems (such as Intake Session Note Summarizer) to ensure high-fidelity, consultant-ready data extraction.
• Calendar Compliance: Assist with the transition to Google Workspace for all intake sessions and use of Calendly to prevent double-bookings.

4. Data Analysis & Fiscal Accountability

• Metric Definition & Tracking: Establish and monitor meaningful conversion benchmarks (Lead-to-Consultant) and enforce adherence to the MI SBDC’s governance policy.
• Fiscal Modeling: Ensure all intake staff accurately log "Contact Time" and "Prep Time" to determine true operational cost-per-intake for future budget planning.
• Program Evaluation: Synthesize data and performance benchmarks into recommendations for continuous improvement for the client intake model.

Required Knowledge, Skills, and Abilities:

• Education: Bachelor’s degree in Business Administration, Public Administration, Organizational Leadership, or a related field; or an equivalent combination of education and professional experience.
• Supervisory Experience: Minimum of 2–3 years of experience directly supervising staff, with a proven track record of managing performance, coordinating team schedules, and fostering a collaborative work environment.
• Operational Management: Demonstrated experience managing professional operations, workflows, or customer-facing intake systems. Must show an ability to maintain high-quality service standards in a fast-paced environment.
• Process Orientation: Experience developing, implementing, or maintaining Standard Operating Procedures (SOPs). The candidate must demonstrate an understanding of how to use documentation to ensure consistency across a team.
• Customer Success or Intake Operations: Minimum of 3 years of experience in high-volume customer-facing scheduling and service, where maintaining a high standard of professional "first impression" was critical.
• Communication: Exceptional verbal and written communication skills, with a specific ability to navigate "change management" conversations and build consensus among stakeholders.
• Technical Literacy: Proficiency with digital productivity tools (such as Google Workspace or Microsoft 365) and a demonstrated ability to quickly learn and adopt new software, platforms, or database systems.

Preferred Knowledge, Skills, and Abilities:

• Matrix Management Experience: Experience managing workflows or personnel across multiple geographic regions or departments.
• Project Management: Experience moving a new program into a permanent, standardized operational model, including the development of Standard Operating Procedures (SOPs).
• Data & Fiscal Aptitude: Experience tracking operational metrics and labor hours to assist in budget forecasting and cost-per-unit analysis.
• Systemic Thinking (Triage Mindset): Proven ability to manage a strict project scope; specifically, the ability to distinguish between administrative/triage needs and substantive consulting or diagnosis.
• Technical Proficiency: Experience using a CRM (such as Salesforce, HubSpot, or similar) to manage data and workflows. High proficiency in Google Workspace and automated scheduling tools is a plus (e.g., Calendly).

Working Conditions:

• Flexible Work Arrangement (FWA): This position is eligible for a Flexible Work Arrangement in accordance with University policy.
• Primary Location: This role is designed as a Remote-First position to effectively manage and provide leadership across a statewide team.
• Hybrid Option: For candidates within commuting distance of a GVSU campus, the role allows two remote days per week and requires three days in the office.
• Operational Presence: The Manager is expected to maintain standard business hours (8:00 AM – 5:00 PM EST) to provide consistent leadership for the Centralized Client Intake team. Occasional travel for leadership meetings and annual conferences will be required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Must have the physical stamina to work long hours and/or more than 5 days per week.  The requirements listed are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The information contained in this job description is for compliance with the Americans with Disabilities Act as amended by the ADA Amendment Act (2008), Section 504 of the Rehabilitation Act of 1973, and other applicable federal and state laws that prohibit discrimination on the basis of disability. GVSU will provide reasonable accommodations to qualified individuals with disabilities upon request. See www.gvsu.edu/equalopportunity/. TDD Callers: Call Michigan Relay Center at 711 (in State) or 1-800-833-7833 (out of State).

Grand Valley State University is an Antidiscrimination/Equal Opportunity Employer, which includes providing equal opportunity for protected veterans and individuals with disabilities. University policy extends protections to additional identities.