Member Services Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the retention and churn prevention strategy and operations from start to finish — create and continuously enhance data-driven programs and communications in close collaboration with operations, marketing, and product teams.

• Establish programs and infrastructure from scratch where none currently exists, identifying various pathways to enhance member value and retention outcomes.

• Design workflows, escalation paths, and touchpoints that provide consistent, high-quality experiences.

• Lead and nurture a multifunctional member services team through scaling, ensuring service quality and team engagement are maintained throughout.

• Identify revenue opportunities linked to member retention and satisfaction initiatives; illustrate the connection between retention metrics and business impact in leadership reports.

• Act as a cross-functional liaison between care teams, product, and marketing — facilitating recurring forums to highlight member insights and align on priorities.

• Create and refine SOPs, tooling evaluations (including CRM, member engagement platforms, and workflow tools), and reporting frameworks that support operational scaling.

• Collaborate closely with product on workflow mapping and feature development to minimize operational friction and enhance member retention.

• Develop and implement internal training programs and change management resources that promote workflow adoption and long-term sustainability.

• Additional responsibilities as assigned.

⛳️ Requirements

• Over 5 years of experience in member experience, customer service, or operations leadership, preferably in a high-growth or healthcare setting.

• Strong data fluency and comfort in creating dashboards and presenting insights to leadership.

• Proven success in designing and scaling retention or churn prevention strategies from the ground up, including metrics, playbooks, and cross-functional workflows.

• Proficient in cross-functional collaboration and influencing stakeholders across care, product, marketing, and leadership.

• Track record of guiding teams through significant process transformations while maintaining high service quality.

• Experience in managing or developing member-facing communications (emails, escalation templates, program updates); excellent written and verbal communication skills.

• Comfort in navigating ambiguous, fast-paced environments where the playbook is still evolving; a tendency to build, iterate, and document along the way.

• Commercial awareness and experience linking retention and satisfaction outcomes to revenue impact.

• This is a remote opportunity based in the U.S. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

🏝️ Benefits

• A competitive compensation package aligned with leading technology companies.

• A remote and accomplished global team.

• Opportunity for equity participation.

• Unlimited vacation with manager approval.

• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents.

• 100% employer-sponsored healthcare, dental, and vision for you, with 80% coverage for your family; Health Savings Account and Flexible Spending Account options.

• 401k retirement savings plan.