Centralized Client Intake Manager – MI-Small Business Development Center
Grand Rapids, MI (Pew Campus)
Full Time
R104970
Job Summary: Under the direction of the Michigan SBDC Lead Center leadership, the Centralized Client Intake Manager is a critical leadership role responsible for transforming the Michigan SBDC's intake process from a regional "patchwork" into a high-performance, standardized statewide model. This individual will oversee a centralized team of Intake Specialists to provide a professional, consistent, and efficient "front door" for all clients. The Manager balances high-level systems orchestration-including AI integration and tech stack management-with daily team supervision to ensure every client is efficiently triaged and matched with the right consultant based on geography and expertise. This position is grant-funded and subject to the availability of funding.
Salary & Benefits: $65,000; commensurate with experience
https://www.gvsu.edu/hro/benefits/executive-administrative-and-professional-staff-benefits-464.htm 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.
How to Apply (if applicable):Apply online at https://gvsu.wd1.myworkdayjobs.com/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, J.D. Collins, [email protected] 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, visithttp://www.gvsu.edu/seidmanhttp://www.gvsu.edu/seidman. • For details about the Unit, visithttp://www.michigansbdc.org/http://www.michigansbdc.org/.
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://apptrkr.com/9796048
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