Member Experience Manager

Location: US - Remote Company: Ezra - Operations Remote Work: Yes Employment Type: Full-time

Company Overview

Ezra's mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs and is available at over 180+ imaging facilities in 150 cities across the US and abroad. We believe in empowering people to make their own health decisions, so we are offering Ezra as a direct-to-consumer scan. Our members visit a partner imaging center to get an MRI scan and receive an AI-powered report from an Ezra Medical Provider. As of May 2025, Ezra is part of Function Health, bringing together the most advanced imaging and the most comprehensive blood testing solutions into a single offering.

Role

The perfect Member Experience Manager is obsessed with the member experience—not just caring about customers but deeply understanding issues and permanently fixing them. You own NPS end-to-end and hold white-glove accountability for every VIP and influencer interaction. You lead a team, build scalable systems, and turn insight into action quickly. You engage product, ops, and clinical partners to fix problems genuinely. 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 Satisfaction

• Own Ezra's NPS program end-to-end: data collection, trend analysis, improvement initiatives, outcome measurement.
• Identify systemic patterns; coordinate cross-functional initiatives to address root causes.
• Implement recovery strategies; drive conversion to promoters.
• Monitor member feedback continuously; catch emerging issues early; implement rapid solutions; measure impact; iterate.
• Take full ownership of member satisfaction regardless of friction origin (scan centers, platform, communications, etc.).

VIP & Influencer Experience

• Own complete end-to-end experience for all VIP members and influencers from coordination through post-scan follow-up.
• Deliver white-glove concierge-level service with proactive communication, personalized touchpoints, creative problem-solving.
• Design new touchpoints/experiences targeting 95%+ promoter rates among VIPs/influencers.
• Maintain detailed real-time tracking systems keeping internal stakeholders informed on VIP/influencer status.

Team Leadership & Performance Management

• Build, coach, lead a high-performing member experience team with clear accountability tied to performance targets.
• Set/hold team to measurable standards: 70+ NPS, 95%+ VIP promoter rates, quick response times.
• Develop team members through coaching, feedback, growth opportunities focused on experience innovation and operational excellence.

Operational Excellence & Scalability

• Build/maintain comprehensive SOPs/workflows ensuring quality scales with member volume.
• Implement AI automation/process improvements reducing manual effort while maintaining service quality.
• Design proactive monitoring systems surfacing issues before impacting satisfaction.
• Balance exceptional service delivery with operational efficiency and gross margin considerations.

Data-Driven Improvement

• Monitor feedback patterns across channels to solve problems before systemic escalation.
• Own improvement initiatives from conception through implementation, evaluation, iteration.
• Identify/scope product enhancements improving member experience measurably.
• Maintain real-time dashboards/tracking systems providing visibility into satisfaction/team performance.
• Collaborate with product, operations, executive teams embedding member insights into decision-making.

Qualifications & Skills

Member-Centered Mindset

• Obsessive about delivering exceptional experiences creating memorable advocacy-driving moments.
• Skilled balancing empathy/efficiency: de-escalate frustrated members while driving systemic solutions.
• Thinks holistically about member journey identifying friction regardless of owning team.

Data & Analytical Fluency

• Comfortable working with NPS data/satisfaction metrics/feedback trends to surface actionable insights.
• Translates analysis into prioritized initiatives with clear success metrics.
• Familiarity with AI tools/automation streamlining workflows/scaling service quality.

Operational & Process Excellence

• Builds scalable systems/infrastructure maintaining quality without increasing headcount as volume grows.
• Creates SOPs teams execute consistently/improve over time.
• Monitors leading indicators implementing fast iterative solutions before escalation.

Leadership & Communication

• Leads teams with clarity/accountability/coaching orientation.
• Communicates crisply/proactively keeping right stakeholders informed without prompting.
• Comfortable operating in ambiguity/building structure where little exists.

Mission Alignment

• Motivated by Ezra's mission of early detection/preventive health.
• Understands importance of member trust/satisfaction foundational to Ezra's success/impact.

Core Experience Requirements

• 6–10 years in customer success/member experience or related function with direct ownership of satisfaction metrics.
• Demonstrated experience managing NPS programs or equivalent feedback systems.
• Track record building or significantly improving operational processes in high-growth environment.
• Experience managing a team.
• Proven ability using data to drive decisions and communicate results cross-functionally.

Preferred Background

• Experience in healthcare, wellness or consumer subscription business.
• Hands-on experience with AI tools or workflow automation in service context.
• Background managing VIP/concierge/high-touch customer relationships.
• Startup or hypergrowth experience building systems from ground up.
• Familiarity with tools like Intercom or similar member communication platforms.

What's in it for you?

Benefits

As Manager of Member Experience at Function Health you will be an early employee working on cancer early detection mission. Benefits include:

• Base Salary: $120,000 - $140,000
• Stock options
• Comprehensive health/dental/vision plans for you and family
• Wellness and commuter benefits
• Competitive vacation policy
• Culture emphasizing learning
• Professional development budget
• Opportunity to impact mission saving lives through early cancer detection

Why You'll Love Working With Us

Function offers competitive salary/benefits package, flexible hours,dynamic environment encouraging creativity/innovation. We celebrate diversity/build inclusive workforce as equal opportunity employer without discrimination based on protected categories. Join us to build healthier future for all. --- ## Compensation Base pay range: $120000 – $140000 per year.