Member Experience Manager

We're looking for a Member Experience Manager to own our member experience strategy and drive NPS and satisfaction as we scale. You'll leverage advanced analytics and AI tools to analyze feedback, identify systematic friction points, and drive cross-functional improvements.

Requirements

• Analyze every piece of member feedback to identify patterns and root causes
• Solve problems systematically so they never happen again, not just fix today’s issue
• Drive NPS from the current baseline through data driven improvements
• Leverage AI and analytical tools to extract actionable insights from NPS data and member feedback
• Monitor trends to catch emerging issues before they become systemic problems
• Build dashboards and tracking systems that provide real time visibility into member satisfaction
• Run rapid experiments, measure results, and iterate based on data
• Translate member insights into clear, actionable recommendations for Product, Operations, and Clinical teams
• Build strong relationships with stakeholders and influence priorities across the organization
• Present data driven recommendations to senior leadership and drive accountability for outcomes

Benefits

• Base Salary: 110,000 - 140,000
• Stock options
• Comprehensive health, dental, and vision plans for you and your family
• Wellness and commuter benefits
• Competitive vacation policy
• A culture that emphasizes learning
• Professional development budget for continued learning
• Opportunity to directly impact our mission of saving lives through early cancer detection
• Our commitment to diversity and inclusion