Member Experience & Operations Lead — Drive Engagement (Hybrid)

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

Benefits offered by this job

Annual performance-based bonus

Health and wellness benefits

Paid time off

Job summary

FoundersCard is seeking a hands-on Member Experience & Operations Manager to own the operational experience of membership—from onboarding through renewal. You will solve problems, improve processes, and leverage member feedback and data to boost engagement and retention.

You’ll work across Member Support, Partnerships, Product, and Marketing to identify friction, drive improvements, and enhance the overall member journey.

Qualifications

• 5+ years of experience in operations, member experience, or a similar role.
• Strong operational judgment and ownership mindset from problem identification through resolution.
• Highly organized and process-minded, turning messy situations into scalable systems.
• Strong analytical skills; comfortable using spreadsheets and data to identify trends.
• Experience with Looker or similar data tools; familiarity with CRM/support platforms like HubSpot/Help Scout.

Responsibilities

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

Skills

Operational leadership

Process improvement

Data analysis

Cross-functional

CRM experience

AI tools

Communication

Looker

Tools

Looker

HubSpot

Help Scout

Job description

FoundersCard is seeking a hands-on Member Experience & Operations Manager to own the operational experience of membership—from onboarding through renewal. You will solve problems, improve processes, and leverage member feedback and data to boost engagement and retention.

You’ll work across Member Support, Partnerships, Product, and Marketing to identify friction, drive improvements, and enhance the overall member journey.