• Handling incoming **phone calls, messages, and emails** from Yodeck customers. • Providing information and assistance on Yodeck products & features, such as billing and sales questions. • Troubleshooting basic technical issues and offering solutions to customer inquiries. • Processing warranty claims, repairs, and replacements. • Triage and prioritize tickets to resolve critical issues by working closely with customer success & tech support teams. • Offering product recommendations based on customer needs and preferences. • Maintaining high customer satisfaction through professional and courteous communication.

Role Description As Chief Experience Officer, you will own the full lifecycle of member engagement — from recruitment and onboarding through deepening participation and long-term retention. You will be the primary relationship holder for our senior executive membership, designing the programs and touch points that make Health Evolution indispensable to the most influential leaders in health care. Reporting to the Executive Chairman, this is a high-visibility, high-impact role that blends relationship management at the executive level, strategic program design, and data-informed growth. You will participate in convenings and partner closely with the programming, operations and partnership teams to ensure that every member interaction reflects the quality and ambition of our mission. Responsibilities - Strategic Leadership and Product P&L - Build a world-class team of product and Member experience professionals. - Foster a culture of innovation by encouraging experimentation, cross-functional collaboration, and creative problem-solving. - Partner with the Executive Chairman and executive leadership team to ensure strategic alignment and measurable impact. - Set vision and roadmap for Health Evolution's product portfolio. - Decide on engagement models and architecture, in addition to new product launches. - Define and track the KPIs that matter: retention, NPS, event utilization, and renewal rates. - Product Architecture - Own the strategy, design, and execution of Health Evolution's signature convenings. - Curate senior speaker relationships and manage the selection process. - Shape the format and feel of each gathering: not just the content, but the texture. - Member Lifecycle and Relationship - Champion the Member inside the organization, ensuring the Member Promise is lived, not just stated. - Lead member success strategy—onboarding, engagement benchmarks and renewal. - Maintain deep familiarity with members, respective journeys, and priorities. - Partner with the Commercial team on renewal strategy and ensure at-risk members are identified and supported early. - Own enterprise benefit delivery and compliance across the member portfolio. - Presence and Thought Leadership - Communicate complex ideas simply and persuasively, across formats and audiences. - Operate as a strong internal and external communicator who can align teams, set direction clearly, and represent Health Evolution's value with confidence. - Represent Health Evolution with members, prospective members, and key partners. - Bring an informed point of view on the future of health care. Qualifications - Proven track record in a senior executive role, driving vision and strategy in a high-growth or transformative environment. - Exceptional strategic thinking skills with the ability to connect market trends, customer needs, and business opportunities. - At least 20 years of relevant professional experience with at least 7 years in a senior executive role. - Background in defining and owning an experience strategy and/or owning a product P&L. - Demonstrated experience convening senior leaders and delivering engaging experiences at the CEO/C-suite level. - Familiarity with the health care landscape, across payers, providers, life sciences, or health services. - Compelling communicator with the credibility to engage senior executives. - Ability to lead, build consensus, navigate complexity, and move decisively. - Experience building high-performance teams and fostering a culture of trust, curiosity, and accountability. Benefits - Ability to work remotely. - Competitive compensation. - Competitive, comprehensive health care coverage. - Flexible paid time off. - 401k w/company match.

• Serve as the first point of contact for members, clients, or customers. • Handle inbound and outbound calls, responding to text messages and emails. • Manage case work and document interactions accurately. • Ensure a positive customer experience. • Create, update, and manage customer cases within company systems. • Resolve routine customer issues and inquiries at first contact whenever possible. • Escalate complex issues to the appropriate team when necessary. • Follow established processes, workflows, and compliance requirements. • Maintain accurate records and ensure data integrity. • Monitor open cases and follow up as needed to ensure timely resolution. • Meet quality, productivity, and service-level expectations. • Collaborate with internal teams to resolve customer concerns.

• The Member Support Specialist serves as the first point of contact for members, clients, or customers. • This role is responsible for handling inbound and outbound calls, responding to text messages and emails, managing case work, documenting interactions accurately, and ensuring a positive customer experience. • Handle inbound and outbound phone calls professionally and efficiently. • Respond to customer inquiries via text, email, and other communication channels. • Create, update, and manage customer cases within company systems. • Document all interactions accurately and completely. • Resolve routine customer issues and inquiries at first contact whenever possible. • Escalate complex issues to the appropriate team when necessary. • Follow established processes, workflows, and compliance requirements. • Maintain accurate records and ensure data integrity. • Monitor open cases and follow up as needed to ensure timely resolution. • Meet quality, productivity, and service-level expectations. • Collaborate with internal teams to resolve customer concerns. • Provide a positive, empathetic, and professional customer experience.