About the role

Role overview

Join Function Health as Operations Manager (Member Experience). You will own the company’s NPS program, drive improvements in member satisfaction, and lead VIP/high-touch interactions to enhance the overall member journey.

Responsibilities

Own the NPS program end-to-end: data collection, trend analysis, improvement initiatives, and measuring outcomes
Lead a member experience team and build scalable systems that improve performance targets through accountability
Turn insights into action quickly; monitor feedback continuously to detect and address emerging issues
Implement recovery strategies for dissatisfied members and drive conversion to promoters
Create and maintain SOPs teams can execute consistently and continuously improve
Work cross-functionally with clear, proactive communication to keep stakeholders aligned
Use leading indicators to intervene early with iterative fixes before problems escalate

Requirements

6–10 years in customer success, member experience, or a related role with direct ownership of satisfaction metrics
Strong experience managing NPS and member feedback systems; comfortable working with NPS data and feedback trends
Proven ability to use data to drive decisions and communicate results cross-functionally
Experience managing a team with a coaching and accountability-oriented approach
Ability to operate in ambiguity and build structure from limited inputs
Demonstrated track record building or significantly improving operational processes in high-growth environments
Familiarity with AI tools and workflow automation to streamline service delivery at scale
Experience supporting VIP/concierge/high-touch customer relationships is preferred

Nice to have

Healthcare, wellness, or consumer subscription background
Startup/hypergrowth experience where systems were built from the ground up
Hands-on experience with AI in a service context
Familiarity with tools such as Intercom (or similar member communication platforms)

About Function

Function Health is a healthcare and wellness company focused on preventive health through early detection. The role centers on improving member satisfaction and member experience operations across metrics like NPS and VIP interactions.