Key Responsibilities
NPS Ownership & Member Satisfaction
- Own the Imaging Teams 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 escalate
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
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
Compensation
Base Salary: $120,000 - $140,000
Stock options
Comprehensive health, dental, and vision plans
Wellness and commuter benefits
Competitive vacation policy
Professional development budget
Function HealthUnited States
