Operations Manager (Member Experience)

Join Function Health as the Operations Manager (Member Experience) and take ownership of our NPS program, member satisfaction, and the complete end-to-end experience for VIP members and influencers. You will lead a high-performing member experience team, implement improvement initiatives, and collaborate with cross-functional teams to embed member insights into organizational decision-making. This is an opportunity to make a significant impact in the early detection and preventive health space.

• Ownership of the NPS program end-to-end, including data collection, trend analysis, improvement initiatives, and outcome measurement.
• Leading a team to build systems that scale, turning insights into action quickly, and ensuring accountability for performance targets.
• Implementing recovery strategies, driving conversion to promoters, and monitoring member feedback continuously to catch emerging issues.
• 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
• Obsessive about delivering exceptional experiences—not just meeting expectations but creating memorable, advocacy-driving moments
• Monitors leading indicators and implements fast, iterative solutions before problems escalate
• Genuinely motivated by Ezra's mission of early detection and preventive health
• Familiarity with AI tools and automation to streamline workflows and scale service quality
• Understands why member trust and satisfaction are foundational to Ezra's l success and long-term impact
• Communicates crisply and proactively with internal stakeholders—keeps the right people informed without being asked
• 6-10 years in customer success, member experience, or a related function with direct ownership of satisfaction metrics
• Comfortable working with NPS data, satisfaction metrics, and feedback trends to surface actionable insights
• Experience managing a team
• Proven ability to use data to drive decisions and communicate results to cross-functional stakeholders
• Comfortable operating in ambiguity and building structure where little exists
• Translates analysis into prioritized initiatives with clear success metrics—not just observations
• Creates SOPs that teams can execute consistently and improve over time
• Track record of building or significantly improving operational processes in a high-growth environment
• Demonstrated experience managing NPS programs or equivalent member feedback systems
• Builds systems and infrastructure to scale quality—not headcount—as member volume grows
• Leads teams with clarity, accountability, and a coaching orientation
• Experience in healthcare, wellness, or a consumer subscription business
• Startup or hypergrowth experience where you've had to build systems from the ground up
• Background managing VIP, concierge, or high-touch customer relationships
• Hands-on experience with AI tools or workflow automation in a service context
• Familiarity with tools such as Intercom or similar member communication platforms