Operations Manager, Member Experience

Company Overview: Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. Through advanced diagnostics, deep biomarker testing, longitudinal data, and AI-enabled insights, Function equips hundreds of thousands of members with the intelligence to take control of both the quality and length of their lives. Function has been recognized as one of Fast Company's Most Innovative Companies of 2024 and is venture-backed by Andreessen Horowitz (a16z), with a recently announced $298M Series B. Function's Imaging Team powers one of the most advanced cancer screening platforms in the world, offering AI-driven MRI scans across 13 organs at 180+ imaging facilities in 150+ cities across the US and abroad. This infrastructure sits at the core of Function's mission to move healthcare from reactive to proactive, and is scaling rapidly as part of the company's next chapter of growth. We are building a world-class team that believes deeply in that mission, operates with a relentless bias toward action, and brings the technical rigor to match the ambition. Role: The perfect Operations Manager, Member Experience 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 SatisfactionOwn the Imaging Teams NPS program end-to-end-from data collection and trend analysis to improvement initiatives and outcome measurementIdentify systemic patterns, and coordinate cross-functional initiatives to address root causesImplement recovery strategies, and drive conversion to promotersMonitor member feedback continuously to catch emerging issues before they become systemic problems; implement rapid solutions, measure impact, and iterateTake full ownership of member satisfaction regardless of where friction originates-scan centers, platform, communications, or any other touchpoint VIP & Influencer ExperienceOwn the complete end-to-end experience for all VIP members and influencers, from initial coordination through post-scan follow-upDeliver white-glove, concierge-level service with proactive communication, personalized touchpoints, and creative problem-solvingDesign and introduce new touchpoints and experiences that exceed expectations, with a target of 95%+ promoter rates among VIPs and influencersMaintain detailed, real-time tracking systems that keep all internal stakeholders continuously informed on VIP and influencer member status Team Leadership & Performance ManagementBuild, coach, and lead a high-performing member experience team with clear accountability tied to specific performance targetsSet and hold the team to measurable standards: 70+ NPS, 95%+ VIP promoter rates, and quick response timesDevelop team members through coaching, feedback, and growth opportunities centered on experience innovation and operational excellence Operational Excellence & ScalabilityBuild and maintain comprehensive SOPs and workflows for all ownership areas, ensuring quality scales with member volumeImplement AI automation and process improvements to reduce manual effort and increase throughput without sacrificing service qualityDesign proactive monitoring systems that surface issues before they impact member satisfactionBalance exceptional service delivery with operational efficiency and gross margin considerations Data-Driven ImprovementMonitor feedback patterns across all channels to solve problems before they become systemicOwn all improvement initiatives from conception through implementation, success evaluation, and iterationIdentify and scope product enhancement requests that measurably improve member experienceMaintain real-time dashboards and tracking systems that provide visibility into member satisfaction and team performanceCollaborate with product, operations, and executive teams to embed member insights into organizational decision-making Qualifications & Skills: Member-Centered MindsetObsessive about delivering exceptional experiences-not just meeting expectations but creating memorable, advocacy-driving momentsSkilled at balancing empathy and efficiency: can de-escalate frustrated members while driving systemic solutionsThinks holistically about the member journey, identifying friction regardless of which team owns the underlying process Data & Analytical FluencyComfortable working with feedback trends to surface actionable insightsTranslates analysis into prioritized initiatives with clear success metrics, not just observationsFamiliarity with AI tools and automation to streamline workflows and scale service quality Operational & Process ExcellenceBuilds systems and infrastructure to scale quality as member volume growsCreates SOPs that teams can execute consistently and improve over timeMonitors leading indicators and implements fast, iterative solutions before problems escalate Leadership & CommunicationLeads teams with clarity, accountability, and a coaching orientationCommunicates crisply and proactively with internal stakeholders-keeps the right people informed without being askedComfortable operating in ambiguity and building structure where little exists Mission AlignmentGenuinely motivated by the Imaging Teams mission of early detection and preventive healthUnderstands why member trust and satisfaction are foundational to Ezra's success and long-term impact Core Experience Requirements:6-10 years in operations, customer success, member experience, or a related functionTrack record of building or significantly improving operational processes in a high-growth environmentExperience managing a teamProven ability to use data to drive decisions and communicate results to cross-functional stakeholders Nice to Have's:Experience in healthcare, wellness, or a consumer subscription businessHands-on experience with AI tools or workflow automation in a service contextBackground managing VIP, concierge, or high-touch customer relationshipsStartup or hypergrowth experience where you've had to build systems from the ground upFamiliarity with tools such as Intercom or similar member communication platforms What's in it for you?: Benefits As the Operations Manager, Member Experience you have the opportunity to be an early employee at Function Health and work with an all-star team focused on detecting cancer early for everyone in the world. You're also going to have access to benefits such as:Base Salary: $120,000 - $140,000Stock optionsComprehensive health, dental, and vision plans for you and your familyWellness and commuter benefitsCompetitive vacation policyA culture that emphasizes learningProfessional development budget for continued learningOpportunity to directly impact our mission of saving lives through early cancer detection Why You'll Love Working With Us: We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people's lives, we would love to hear from you. 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. 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. Compensation The base pay range for this role is $120,000 - $140,000 per year.