Senior Member Experience, VIP

Location: US - Remote Department: Member Experience Work Type: Remote Employment Type: Full-time

Company Overview:

Function was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to make sure people don't suffer or die a preventable death. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Andreessen Horowitz (a16z). Hundreds of thousands of members have joined Function to take control of their health. We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action and a growth mindset. Function fosters a collaborative and dynamic environment, where every day we are building the future.

Role:

As a VIP Member Success Associate, you’ll be responsible for delivering a white-glove experience to Function’s most high-impact members. These individuals have the potential to shape Function’s future, and their experience must reflect that significance at every touchpoint. These members are high stakes, high visibility, and have a mandate to go above and beyond. VIP members often enter the program through strategic partnerships, enterprise relationships, marketing initiatives, or media opportunities. This role requires an understanding of the broader business context behind each VIP relationship and the ability to tailor the member experience accordingly. This is a highly visible position that requires strong communication skills, keen attention to detail, operational excellence, and an ability to handle dynamic, high-pressure moments. When something is unclear, you dig in. When something needs fixing, you take ownership. You are equal parts service-minded, operationally sharp, and unshakably reliable. You’ll report directly to the VIP Member Experience Manager and work alongside internal teams to provide a world class experience and ensure no stone is left unturned. Please note – This role is highly dynamic and does not follow a traditional schedule. The nature of the work requires someone who is comfortable operating on demand, responding quickly to changing priorities, and stepping in when needed—including last-minute travel. Flexibility is essential; plans may shift rapidly, and the ideal candidate thrives in an environment where adaptability, responsiveness, and a willingness to move quickly are part of the job.

Key Responsibilities:

• Primary Point of Contact: Act as the main liaison for VIP members and their teams (e.g., executive assistants, managers, agents), delivering white-glove support throughout their Function experience.
• Strategic Relationship Awareness: Understand the context behind each VIP relationship (e.g., enterprise prospects, marketing partnerships, media opportunities) and adapt communication, coordination, and experience design accordingly.
• End to End Coordination: Manage all aspects of service logistics, including mobile phlebotomy, lab visits, and scans, by collaborating with both internal stakeholders and external vendors under tight timelines and limited resources, including coordination with executive assistants, talent teams, and other representatives.
• VIP Experience Execution: Support in-person VIP moments such as private events, executive visits, or high-touch activations that strengthen relationships and showcase the Function experience.
• Communication Management: Independently handle all channels of communication (calls, chat, SMS,email) with clarity professionalism,and empathy including complex multi-party threads.
• Own Membership Journey: Meticulously track each phase of the member journey with detailed documentation ensuring no thread is dropped every detail captured across systems.
• Proactive Problem Solving: Anticipate resolve issues before they escalate by acting as forward-thinking troubleshooter escalation point.
• Urgent & Off-hours support: Provide occasional availability outside traditional business hours accommodate urgent timelines or member availability constraints.
• Function Expert: Serve as go-to expert across labs,billing results scheduling troubleshooting renewals,and platform use; owning full experience without handoffs.
• Stakeholder Communication: Keep your manager other stakeholders informed through regular updates on status risks,and member-specific nuances.
• Program builder: Support development VIP infrastructure by contributing systems documentation,and process improvements part foundational project work.

Qualifications/Skills:

• 3-5 years experience in-person client-facing capacity operations-heavy role.
• Proven experience working high-profile high-touch individuals managing multi-stakeholder communications.
• Strong written verbal communication skills especially live support phone calls complex email threads.
• Highly organized excellent judgment discretion attention detail.
• Experience handling logistics coordination scheduling external vendor relationships.
• Comfortable working environments where systems evolving processes may still manual.
• Experience using tools like Google Workspace Slack spreadsheets stay organized move quickly.
• Experience coordinating executive assistants talent teams senior stakeholders high-touch environments.
• Willingness work flexible hours needed including occasional evenings weekends high-priority member needs.

Your dedication these responsibilities will directly contribute success platform satisfaction users. We looking proactive skilled forward-thinking individual join team help shape future services.

To be strong fit you embody our Core Values:

• *Ruthless Prioritization:*
• We don’t let perfect get way progress.
• We move quickly drive value not perfection.
• We prioritize what drives impact.
• We never compromise standards excellence.
• *Member-First Always:*
• We design deliver like we’re caring someone love.
• We create calendar actionable human experience.
• We prioritize responsiveness peace mind outcomes.
• We empower members truth clarity care.
• *One Team Moving Fast:*
• We aligned purpose prioritization speed.
• We gather diverse perspectives make informed decisions.
• We clear paths each other move fast together.
• We communicate clearly respectfully rallying around shared goals.
• *Radical Ownership Relentless Execution:*
• We don’t just ship– own outcomes drive results.
• We act urgency precision
• We anticipate initiate follow through
• We meet challenges grit pragmatism
• We embrace new tech deliver better outcomes
• *Mission Over Ego:*
• We ruthlessly aligned mission– leave ego door
• We disagree commit
• We don't tolerate politics withholding information
• We operate honesty transparency respect
• *Sustained Integrity Every Detail:*
• We earn trust obsessing accuracy quality clarity everything do
• We prioritize clinical precision– data must right
• We sweat details because outcomes depend them

Why You'll Love Working With Us:

We value team at Function offer competitive salary benefits package flexible working hours dynamic work environment creativity innovation encouraged. If highly motivated experienced individual passionate about using technology improve people’s lives would love hear you. At Function celebrate diversity committed building diverse inclusive workforce. As equal opportunity employer do not discriminate basis race color gender identity ancestry religion age sexual orientation national origin disability marital status Veteran status any other occupationally irrelevant criteria. Join Function Health team become part mission build healthier future all. Discover more about us how we're changing face healthcare at Function Health. *Important Notice:* Legitimate communication from Function Health team will always come email address ending @functionhealth.com. Function Health will never request personal information such banking details payment during hiring process. Please cautious communications job offers come other email domains instant messaging platforms unsolicited calls. If ever doubts legitimacy communication please reach us directly talent@functionhealth.com. Remote Work Allowance: The role fully remote (US - Remote). Experience Level Hints: Requires 3–5 years client-facing operational experience; proven work high-profile/high-touch individuals; ability handle multi-stakeholder communications; flexibility off-hours including evenings/weekends; readiness last-minute travel. Skills Mentioned:

• Client-facing service skills
• Operations-heavy role expertise
• Communication skills (written/verbal/live support)
• Logistics coordination (scheduling/vendor management)
• Use Google Workspace Slack spreadsheets
• Coordination executive assistants/talent teams/senior stakeholders
• Problem solving/troubleshooting/escalation management