Operations Manager, Member Experience

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

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

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 environment
• Experience 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

Compensation

The base pay range for this role is $120,000 – $140,000 per year.

Important Notice

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 the hiring.

Equal Opportunity Statement

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.