Role Description The perfect Member Experience Manager is obsessed with the member experience. Not in a "I care about customers" way—in a "I cannot sleep until I understand exactly why this happened and have permanently fixed it" way. When something goes wrong for a member, you're already three steps deep into root cause before anyone else has finished reading the feedback. In this role, you own NPS end-to-end and hold white-glove accountability for every VIP and influencer interaction. You lead a team, build systems that scale, and have the rare ability to turn insight into action fast. But your real superpower? You make everyone around you care as much as you do. You pull in product, ops, and clinical partners and get them genuinely invested in fixing what's broken—not just aware of it. 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—from data collection and trend analysis to improvement initiatives and outcome measurement. - Identify systemic patterns, and coordinate cross-functional initiatives to address root causes. - Implement recovery strategies, and drive conversion to promoters. - Monitor member feedback continuously to catch emerging issues before they become systemic problems; implement rapid solutions, measure impact, and iterate. - Take full ownership of member satisfaction regardless of where friction originates—scan centers, platform, communications, or any other touchpoint. - VIP & Influencer Experience - Own the complete end-to-end experience for all VIP members and influencers, from initial coordination through post-scan follow-up. - Deliver white-glove, concierge-level service with proactive communication, personalized touchpoints, and creative problem-solving. - Design and introduce new touchpoints and experiences that exceed expectations, with a target of 95%+ promoter rates among VIPs and influencers. - Maintain detailed, real-time tracking systems that keep all internal stakeholders continuously informed on VIP and influencer member status. - Team Leadership & Performance Management - Build, coach, and lead a high-performing member experience team with clear accountability tied to specific performance targets. - Set and hold the team to measurable standards: 70+ NPS, 95%+ VIP promoter rates, and quick response times. - Develop team members through coaching, feedback, and growth opportunities centered on experience innovation and operational excellence. - Operational Excellence & Scalability - Build and maintain comprehensive SOPs and workflows for all ownership areas, ensuring quality scales with member volume. - Implement AI automation and process improvements to reduce manual effort and increase throughput without sacrificing service quality. - Design proactive monitoring systems that surface issues before they impact member satisfaction. - Balance exceptional service delivery with operational efficiency and gross margin considerations. - Data-Driven Improvement - Monitor feedback patterns across all channels to solve problems before they become systemic. - Own all improvement initiatives from conception through implementation, success evaluation, and iteration. - Identify and scope product enhancement requests that measurably improve member experience. - Maintain real-time dashboards and tracking systems that provide visibility into member satisfaction and team performance. - Collaborate with product, operations, and executive teams to embed member insights into organizational decision-making. Qualifications - Obsessive about delivering exceptional experiences—not just meeting expectations but creating memorable, advocacy-driving moments. - 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. - Comfortable working with NPS data, satisfaction metrics, and feedback trends to surface actionable insights. - Translates analysis into prioritized initiatives with clear success metrics—not just observations. - Familiarity with AI tools and automation to streamline workflows and scale service quality. - Builds systems and infrastructure to scale quality—not headcount—as member volume grows. - Creates SOPs that teams can execute consistently and improve over time. - Monitors leading indicators and implements fast, iterative solutions before problems escalate. - Leads teams with clarity, accountability, and a coaching orientation. - Communicates crisply and proactively with internal stakeholders—keeps the right people informed without being asked. - Comfortable operating in ambiguity and building structure where little exists. - Genuinely motivated by Ezra's mission of early detection and preventive health. - Understands why member trust and satisfaction are foundational to Ezra's success and long-term impact. Requirements - 6-10 years in customer success, member experience, or a related function with direct ownership of satisfaction metrics. - Demonstrated experience managing NPS programs or equivalent member feedback systems. - Track record of building or significantly improving operational processes in a high-growth environment. - Experience managing a team. - Proven ability to use data to drive decisions and communicate results to cross-functional stakeholders. Preferred Background - Experience in healthcare, wellness, or a consumer subscription business. - Hands-on experience with AI tools or workflow automation in a service context. - Background managing VIP, concierge, or high-touch customer relationships. - Startup or hypergrowth experience where you've had to build systems from the ground up. - Familiarity with tools such as Intercom or similar member communication platforms. Benefits - Base Salary: $120,000 - $140,000. - Stock options. - Comprehensive health, dental, and vision plans for you and your family. - Wellness and commuter benefits. - Competitive vacation policy. - A culture that emphasizes learning. - Professional development budget for continued learning. - Opportunity to directly impact our mission of saving lives through early cancer detection.