Member Experience Manager

TL;DR

Member Experience Manager: Owning the end-to-end member experience, focusing on NPS, VIP interactions, and team leadership. Focus on identifying systemic patterns, implementing recovery strategies, and driving cross-functional initiatives to improve member satisfaction and loyalty.

Location: Remote (US)

Salary: $120,000 - $140,000

Company

hirify.global combines advanced imaging and comprehensive blood testing solutions into a single offering for early cancer detection.

What you will do

• Own Ezra's NPS program end-to-end, from data collection and trend analysis to improvement initiatives and outcome measurement.
• Manage the complete end-to-end experience for all VIP members and influencers, delivering white-glove, concierge-level service.
• Build, coach, and lead a high-performing member experience team with clear accountability tied to specific performance targets.
• Build and maintain comprehensive SOPs and workflows for all ownership areas, ensuring quality scales with member volume.
• Monitor feedback patterns across all channels to solve problems before they become systemic.

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.

Nice to have

• 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.

Culture & Benefits

• 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.