Member Experience & Operations Manager

FoundersCard; Spring (TX); Ibrido; USD 90.000 - 115.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual bonus

Health benefits

Paid time off

Employee benefits

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Operational judgment

Organized & process-minded

Analytical skills

Clear communication

HubSpot/Help Scout

AI tools fluency

Member experience focus

Strumenti

Looker

HubSpot

Help Scout

Descrizione del lavoro

FoundersCard is hiring a Member Experience & Operations Manager to own and improve the operational experience of membership, from onboarding and engagement through renewal.

This is a hands-on role for someone who loves solving problems, improving processes, and using member feedback and data to make the membership experience better. You’ll work across Member Support, Partnerships, Product, and Marketing to identify friction, drive improvements, and help increase member engagement and retention.

This role is based in our Spring/Houston office and requires 4 days per week in person, with 1 work-from-home day.

What You'll Own

• Own day-to-day member operations across onboarding, renewals, card fulfillment, benefit redemptions, and other critical member touchpoints.
• Identify and eliminate friction across the member journey by improving workflows, documentation, SOPs, and cross-functional processes.
• Partner closely with Member Support to identify recurring member issues, understand root causes, and drive solutions with Product, Partnerships, and Operations.
• Analyze member health signals, including engagement, benefit usage, support trends, and renewals, to identify opportunities to improve the member experience and retention.
• Track benefit performance and operational issues, partnering with Partnerships to ensure benefits are accurate, easy to understand, and working as intended.
• Build and maintain actionable reporting around member experience, engagement, retention, and key operational metrics.
• Support member communications, including onboarding, engagement, and renewal messaging, in partnership with Marketing.
• Lead special projects that improve the member experience or make our operations more effective and scalable.

What Success Looks Like

• Smooth, reliable member operations with fewer errors, delays, and escalations.
• Higher member engagement and stronger renewal performance.
• Recurring member issues identified early and solved at the root.
• Clear, scalable processes that teams consistently follow.
• Better visibility into the health of the member experience through useful reporting and insights.
• Strong cross-functional partnerships with Support, Partnerships, Product, and Marketing.

What You Bring

• 5+ years of experience in operations, customer or member experience, account management, or a similar role. Experience in membership, subscription, hospitality, or service businesses is a plus.
• Strong operational judgment and a track record of taking ownership of work from problem identification through resolution.
• Highly organized and process-minded, with an ability to turn messy situations into clear, scalable systems.
• Strong analytical skills and comfort using spreadsheets, reporting tools, and data to identify trends and make decisions. Experience with Looker or similar tools is a plus.
• Clear written and verbal communication skills and comfort working across multiple teams.
• Experience with HubSpot, Help Scout, or similar CRM and support platforms is a plus.
• Fluency with AI tools and an ability to use them to work more efficiently and improve processes.
• A genuine focus on creating a great member experience and a willingness to jump in wherever needed.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Compensation & Benefits

• Base salary: $90,000-$115,000
• Annual performance-based bonus
• Comprehensive health and wellness benefits
• Paid time off and additional employee benefits