Member Lifecycle & Operations Specialist

Support Services - Tallahassee, Florida (Remote) DVM Elite is a comprehensive system dedicated to enhancing the growth and success of independent veterinary practices. Our mission is to help level the playfield so community-based providers can thrive alongside larger competitors while also making an impact globally through social contribution efforts. This is a remote opening - and will be forever! DVM Elite is a 100% virtual company so you get to work from home permanently, with no regular travel required. Internal team members are encouraged to apply and take advantage of this exciting opportunity to grow within our organization.

Role Overview

We are looking for a highly capable Member Lifecycle & Experience Specialist to own and evolve how members are onboarded, supported, and cared for during changes and/ or offboarding - enabled across the entire DVM Elite ecosystem. This role sits at the intersection of:

Onboarding strategy
Offboarding strategy
Upgrading/ Downgrading/ Sliding experiences
Process design
Systems thinking
Member success
Cross-team delivery

Your mandate is simple but demanding: Make it easy for members to succeed — and hard for them to get lost. Make it easy for all teams in DVM Elite to know what to do, when and how throughout these processes.

Key Responsibilities

Onboarding System Design

Design end-to-end onboarding/ offboarding journeys across products and services
Define what “good onboarding” looks like at every stage
Create repeatable onboarding flows that scale without losing quality
Reduce time-to-value for members

Experience Architecture

Map the full member journey (pre-sale 1 onboarding 1 adoption 1 steady-state)
Identify friction points, drop-offs, and confusion
Design clear handoffs between Sales, Support, PA, PODS, etc.
Ensure consistency across touchpoints

Process & Flow Ownership

Design and document onboarding SOPs, workflows, and decision rules
Ensure systems (HubSpot, Support Services, forms, comms) support the experience
Create clarity around roles, responsibilities, and ownership

Cross-Team Enablement

Work with Sales, Support, Ops, and Delivery to align onboarding/ offboarding expectations
Ensure internal teams know:

1 What happens when 1 Who owns what 1 What the member experience should feel like Continuous Improvement

Use feedback (exit surveys, onboarding feedback, adoption metrics)
Iterate onboarding flows intentionally
Test and refine based on real member behaviour

What Success Looks Like

Members know what to expect
Teams know what to do
Onboarding feels calm, clear, and professional
Adoption increases
Confusion decreases
Drop-off reduces

What You9ll Bring to the Team:

Required:

Experience with HubSpot, Slack, and Google Workspace

Skills & Attributes:

Strong communicator (clear, concise, and professional)
Detail-oriented with the ability to multitask
Adaptable and comfortable in a fast-paced environment
Growth mindset with the ability to pivot and iterate
Systems thinker with strong organizational skills
Collaborative, with cross-team empathy
Focused on simplifying processes and reducing confusion
Committed to living out company core values