Member Experience & NPS Operations Lead

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

Benefits offered by this job

Stock options

Comprehensive health, dental, and vision plans

Professional development budget

Job summary

Function Health is seeking a Member Experience Manager to enhance the member experience, ensuring exceptional service and satisfaction.

This role involves leading initiatives across feedback collection, operational excellence, and team leadership while maintaining an unwavering focus on NPS metrics.

The ideal candidate will possess 6-10 years of experience in customer success and the ability to lead a team effectively.

Qualifications

• 6-10 years in customer success, member experience or related function with ownership of satisfaction metrics.
• Demonstrated experience managing NPS programs or equivalent systems.
• Proven track record of improving operational processes in high-growth environments.

Responsibilities

• Own NPS program end-to-end and improve member satisfaction.
• Deliver concierge-level service to VIPs and influencers.
• Build and lead a high-performing member experience team.

Skills

Exceptional member experience delivery

Data analysis and NPS familiarity

Operational excellence

Team leadership

Effective communication

Job description

Function Health is seeking a Member Experience Manager to enhance the member experience, ensuring exceptional service and satisfaction.

This role involves leading initiatives across feedback collection, operational excellence, and team leadership while maintaining an unwavering focus on NPS metrics.

The ideal candidate will possess 6-10 years of experience in customer success and the ability to lead a team effectively.