Hybrid Member Experience & Operations Leader

FoundersCard; Spring (TX); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Annual bonus

Health benefits

Paid time off

Employee benefits

Job summary

FoundersCard is seeking a hands-on Member Experience & Operations Manager to own and improve the operational experience of membership from onboarding through renewal. This role collaborates with Support, Partnerships, Product, and Marketing to drive frictionless journeys and better engagement.

The position is based in Spring/Houston with 4 in-person days and 1 remote day, requiring strong operational judgment and a focus on scalable processes.

Qualifications

• 5+ years in operations, customer or member experience, or similar roles.
• Strong ownership from problem identification to resolution.
• Excellent organizational and process mindset to create scalable systems.
• Able to analyze trends using data to drive decisions; experience with Looker is a plus.
• Strong written and verbal communication across multiple teams.
• Experience with CRM/support platforms (HubSpot/Help Scout) is a plus.
• Fluency with AI tools to improve efficiency and processes.

Responsibilities

• Own day-to-day member operations across onboarding, renewals, card fulfillment, benefit redemptions, and other touchpoints.
• Identify and eliminate friction across the member journey by improving workflows, SOPs, and cross-functional processes.
• Partner with Member Support, Product, Partnerships, and Operations to resolve recurring issues.
• Analyze member health signals to identify opportunities to improve retention.
• Track benefit performance and ensure benefits are accurate and usable.
• Build reporting around member experience, engagement, retention, and operational metrics.
• Support communications for onboarding, engagement, and renewal with Marketing.
• Lead special projects to improve experience and scalability.

Skills

Operational judgment

Organized & process-minded

Analytical skills

Clear communication

HubSpot/Help Scout

AI tools fluency

Member experience focus

Tools

Looker

HubSpot

Help Scout

Job description

FoundersCard is seeking a hands-on Member Experience & Operations Manager to own and improve the operational experience of membership from onboarding through renewal. This role collaborates with Support, Partnerships, Product, and Marketing to drive frictionless journeys and better engagement.

The position is based in Spring/Houston with 4 in-person days and 1 remote day, requiring strong operational judgment and a focus on scalable processes.