Member Experience Manager, Function

• Proven ability to identify root causes in customer feedback, implement scalable solutions that prevent recurring issues, and drive measurable improvements in member satisfaction metrics through data-driven decision-making and rapid experimentation cycles
• Expert-level analytical skills with hands-on experience using AI tools, data platforms, and business intelligence systems to extract actionable insights from customer feedback, build tracking dashboards, monitor trends, and translate complex data patterns into clear recommendations
• Demonstrated ability to translate member insights into actionable recommendations for Product, Operations, and Clinical teams, build strong stakeholder relationships without direct authority, and follow through relentlessly to ensure implementation and measure outcomes
• Experience building processes and systems that scale efficiently while maintaining quality, managing customer support platforms and operational tools, and thriving in startup environments where priorities shift rapidly, and execution speed is critical
• Exceptional written and verbal communication with the ability to present data-driven insights to senior leadership, coach team members on systematic thinking and problem-solving, and maintain collaborative relationships across all organizational levels
• Bachelor’s degree or higher
• 5+ years in customer experience, operations, or analytics with a proven track record improving NPS or CSAT
• 2+ years managing and developing high-performing teams

Desirable

• Own our member experience strategy with a primary focus on driving NPS and maintaining exceptional satisfaction as we scale.
• You'll leverage advanced analytics and AI tools to analyze every feedback signal, identify systematic friction points, and drive cross-functional improvements that prevent issues from recurring
• We need someone who stays one step ahead using AI-powered analysis, anticipating challenges before they surface and addressing root causes once they show up in NPS data, identifying breaking points in current processes before they impact members, and implementing proactive solutions that scale.
• You'll spot the early warning signs when response times start creeping up, when specific journey touchpoints show satisfaction drift, or when operational changes inadvertently create member friction.
• Then you'll move fast to fix it systematically with the goal of delivering an exceptional experience to every member
• This isn't about reacting to today's problems. It's about building the member experience infrastructure that works at hundreds of thousands of members while maintaining the personalized, exceptional service that made us successful at 500.
• You'll need to balance maintaining our high-touch experience with operational efficiency, leverage AI and automation to eliminate friction without losing the human connection, and ensure every improvement you implement works at 10x our current scale
• NPS Excellence & Systematic Problem Solving
• Analyze every piece of member feedback to identify patterns and root causes
• Solve problems systematically so they never happen again, not just fix today’s issue
• Drive NPS from the current baseline through data driven improvements
• Own the complete improvement cycle from identifying the issue, to developing the solution, to implementation, to measuring impact
• Data Analysis & Insights
• Leverage AI and analytical tools to extract actionable insights from NPS data and member feedback
• Monitor trends to catch emerging issues before they become systemic problems
• Build dashboards and tracking systems that provide real time visibility into member satisfaction
• Run rapid experiments, measure results, and iterate based on data
• Cross Functional Leadership
• Translate member insights into clear, actionable recommendations for Product, Operations, and Clinical teams
• Build strong relationships with stakeholders and influence priorities across the organization
• Follow through relentlessly to ensure other teams implement necessary changes
• Present data driven recommendations to senior leadership and drive accountability for outcomes