Member Experience Manager

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