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.
How to Apply (if applicable):Apply online at
GVSU Careers to be considered; applicants
must upload the following (in PDF format) to the online application
(five documents or five MB maximum):1. Cover letter 2. Curriculum
vitae3. Unofficial copy of transcriptIf selected for an interview,
you will be asked to provide the names, phone numbers, and e-mail
addresses of three professional references. You will also be
required to submit official transcripts prior to the interview. If
you have questions or need assistance, call Human Resources at
616-331-2215. Questions about this position may be directed to the
Search Committee Chair, Erika Morrison,
morrerik@gvsu.edu.
Sponsorship
Disclosure (if applicable): Applicants must be legally
authorized to work in the United States and must not require
sponsorship now or in the future.Application Deadline:
Application closes September 11th, 2026. This posting may be closed
at any time at the discretion of the University.
About the
Department/Division• For details about Seidman College of
Business, visit
www.gvsu.edu/seidman. • For details about
the Unit, visit
www.michigansbdc.org.
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.
To apply, visit https://gvsu.wd1.myworkdayjobs.com/en-US/careers/job/Grand-Rapids-MI-Pew-Campus/Centralized-Client-Intake-Manager---MI-Small-Business-Development-Center_R104970
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