Location: Fully remote, open to applicants worldwide.
Contract length: Full-time, permanent.
About the role
You’ll own the member experience end-to-end, focusing on key customer interactions and satisfaction metrics. This means building systems, playbooks, and automations that create consistently positive experiences at scale. You’ll identify friction points in the member journey, find solutions (often using AI tools), and ship improvements quickly. For example: members arrive uncertain about what to expect. You spot this from feedback data, find a tool to create an explainer video, integrate it into the communication flow, and launch it. That’s the job — spotted, solved, done.
You’ll lead a small team, but the real leverage comes from systems and automation, not just adding headcount. Your focus is building scalable infrastructure that raises quality as volume grows.
This is a high-growth role at a scaling company. People who own their outcomes and prove they can deliver quickly move into bigger scope fast.
What you’ll own
Member Experience & Satisfaction
Own the complete experience for members from initial contact through follow-up, designing touchpoints that consistently achieve high satisfaction rates. Manage satisfaction tracking and trend analysis end-to-end — identifying root causes and coordinating fixes. Your role is not just to surface problems, but to eliminate them.
Systems & Automation
Build and maintain processes and AI automations that allow quality to scale with member volume. If something is happening manually that shouldn’t be, you fix it.
Team Leadership
Build and coach a high-performing member experience team. Set clear performance standards and develop people toward them through coaching, feedback, and accountability.
Skills/background needed
You have 6–10 years of experience in operations or member experience at a growing company. You’ve managed a team of at least 3 people and have a proven track record of building or meaningfully improving processes in fast-paced environments. You’re genuinely fluent with AI tools — not as a concept, but as something you use regularly to ship real work. You communicate clearly and proactively, turning ambiguous situations into actionable plans, and you keep the right people informed without being asked.
Nice to have: background in healthcare, wellness, or subscription services; hands-on experience with customer communication platforms; experience in VIP or concierge service.
Rate: Competitive entry-level pay, details shared upon application.
What’s included
Stock options, comprehensive health, dental, and vision coverage, wellness and commuter benefits, flexible vacation policy, professional development budget, and a supportive team environment that values learning and growth. You’ll work on a mission-driven team focused on making a real impact through technology.
Our commitment
We celebrate diversity and are committed to building an inclusive workplace. 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 irrelevant criteria. We’re an equal opportunity employer.
We foster a collaborative environment where creativity and innovation are encouraged, and where motivated individuals passionate about using technology to improve outcomes can thrive.
Ready to get started? Submit your application below.