Operations Manager, Member Experience

Function Health; United States; On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Base Salary: $120,000 - $140,000

Stock options

Comprehensive health, dental, and vision plans

Wellness and commuter benefits

Professional development budget

Competitive vacation policy

Job summary

A healthcare technology company is seeking a dedicated Member Experience Manager to enhance member satisfaction and lead a high-performing team. This role is responsible for owning the NPS program, ensuring exceptional service for VIP members, and driving systemic improvements based on feedback. The ideal candidate has 6-10 years of experience in customer success and a strong commitment to operational excellence. Join us at Function Health to make a meaningful impact on early cancer detection and health decision-making.

Qualifications

• 6-10 years of experience in customer success, member experience, or a related function.
• Demonstrated experience managing NPS programs.
• Background in healthcare or wellness industries preferred.

Responsibilities

• Own Ezra's NPS program and improve member satisfaction.
• Lead a team focused on VIP and influencer experiences.
• Build systems to enhance operational excellence.

Skills

Customer-focused

Data analysis

Leadership

Problem-solving

Communication

Job description

Company Overview

Ezra's mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs, and is available at over 180+ imaging facilities in 150 cities across the US and abroad.

We believe in empowering people to make their own health decisions, so we are offering Ezra as a direct-to-consumer scan. Our members visit a partner imaging center to get an MRI scan and receive an AI-powered report from an Ezra Medical Provider.

As of May 2025, Ezra is part of Function Health, bringing together the most advanced imaging and the most comprehensive blood testing solutions into a single offering.

Role

The perfect Member Experience Manager is obsessed with the member experience. Not in a "I care about customers" way—in a "I cannot sleep until I understand exactly why this happened and have permanently fixed it" way. When something goes wrong for a member, you're already three steps deep into root cause before anyone else has finished reading the feedback.

In this role, you own NPS end-to-end and hold white-glove accountability for every VIP and influencer interaction. You lead a team, build systems that scale, and have the rare ability to turn insight into action fast. But your real superpower? You make everyone around you care as much as you do. You pull in product, ops, and clinical partners and get them genuinely invested in fixing what's broken—not just aware of it.

If your standard is "good enough," this isn't your role. If your standard is "why did we settle for anything less than exceptional"—welcome home.

Key Responsibilities

NPS Ownership & Member Satisfaction

• Own Ezra's NPS program end-to-end—from data collection and trend analysis to improvement initiatives and outcome measurement
• Identify systemic patterns, and coordinate cross-functional initiatives to address root causes
• Implement recovery strategies, and drive conversion to promoters
• Monitor member feedback continuously to catch emerging issues before they become systemic problems; implement rapid solutions, measure impact, and iterate
• Take full ownership of member satisfaction regardless of where friction originates—scan centers, platform, communications, or any other touchpoint

VIP & Influencer Experience

• Own the complete end-to-end experience for all VIP members and influencers, from initial coordination through post-scan follow-up
• Deliver white-glove, concierge-level service with proactive communication, personalized touchpoints, and creative problem-solving
• Design and introduce new touchpoints and experiences that exceed expectations, with a target of 95%+ promoter rates among VIPs and influencers
• Maintain detailed, real-time tracking systems that keep all internal stakeholders continuously informed on VIP and influencer member status

Team Leadership & Performance Management

• Build, coach, and lead a high-performing member experience team with clear accountability tied to specific performance targets
• Set and hold the team to measurable standards: 70+ NPS, 95%+ VIP promoter rates, and quick response times
• Develop team members through coaching, feedback, and growth opportunities centered on experience innovation and operational excellence

Operational Excellence & Scalability

• Build and maintain comprehensive SOPs and workflows for all ownership areas, ensuring quality scales with member volume
• Implement AI automation and process improvements to reduce manual effort and increase throughput without sacrificing service quality
• Design proactive monitoring systems that surface issues before they impact member satisfaction
• Balance exceptional service delivery with operational efficiency and gross margin considerations

Data-Driven Improvement

• Monitor feedback patterns across all channels to solve problems before they become systemic
• Own all improvement initiatives from conception through implementation, success evaluation, and iteration
• Identify and scope product enhancement requests that measurably improve member experience
• Maintain real-time dashboards and tracking systems that provide visibility into member satisfaction and team performance
• Collaborate with product, operations, and executive teams to embed member insights into organizational decision‑making

Qualifications & Skills

Member-Centered Mindset

• Obsessive about delivering exceptional experiences—not just meeting expectations but creating memorable, advocacy-driving moments
• Skilled at balancing empathy and efficiency: can de‑escalate frustrated members while driving systemic solutions
• Thinks holistically about the member journey, identifying friction regardless of which team owns the underlying process

Data & Analytical Fluency

• Comfortable working with NPS data, satisfaction metrics, and feedback trends to surface actionable insights
• Translates analysis into prioritized initiatives with clear success metrics—not just observations
• Familiarity with AI tools and automation to streamline workflows and scale service quality

Operational & Process Excellence

• Builds systems and infrastructure to scale quality—not headcount—as member volume grows
• Creates SOPs that teams can execute consistently and improve over time
• Monitors leading indicators and implements fast, iterative solutions before problems escalated

Leadership & Communication

• Leads teams with clarity, accountability, and a coaching orientation
• Communicates crisply and proactively with internal stakeholders—keeps the right people informed without being asked
• Comfortable operating in ambiguity and building structure where little exists

Mission Alignment

• Genuinely motivated by Ezra's mission of early detection and preventive health
• Understands why member trust and satisfaction are foundational to Ezra's long-term impact and success

Core Experience Requirements

• 6-10 years in customer success, member experience, or a related function with direct ownership of satisfaction metrics
• Demonstrated experience managing NPS programs or equivalent member feedback systems
• Track record of building or significantly improving operational processes in a high-growth environmentExperience managing a team
• Proven ability to use data to drive decisions and communicate results to cross-functional stakeholders

Preferred Background

• Experience in healthcare, wellness, or a consumer subscription business
• Hands‑on experience with AI tools or workflow automation in a service context
• Background managing VIP, concierge, or high‑touch customer relationships
• Startup or hypergrowth experience where you've had to build systems from the ground up
• Familiarity with tools such as Intercom or similar member communication platforms

Benefits

• Base Salary: $120,000 - $140,000
• Stock options
• Comprehensive health, dental, and vision plans for you and your family
• Wellness and commuter benefits
• Competitive vacation policy
• A culture that emphasizes learning
• Professional development budget for continued learning
• Opportunity to directly impact our mission of saving lives through early cancer detection

Why You'll Love Working With Us

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.

At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.

Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.

Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during hiring.