Member Services Manager (Medtech)

TL;DR

Member Services Manager (Medtech): Managing member retention and the end-to-end customer experience for a digital health platform with an accent on churn prevention strategy and operational infrastructure. Focus on architecting scalable workflows, leading a multifunctional services team, and leveraging data to drive member health outcomes and business growth.

Location: Remote (USA). Applicants must be authorized to work for any employer in the U.S.

Salary: $110,000 - $120,000

Company

hirify.global is an AI-driven health company applying Digital Twin technology to help people prevent and improve chronic metabolic diseases like type 2 diabetes and obesity.

What you will do

• Develop and execute end-to-end data-driven member retention and churn prevention strategies.
• Build operational infrastructure, workflows, and escalation paths from the ground up to ensure high-quality member experiences.
• Lead and develop a multifunctional member services team of 4 staff through rapid scaling.
• Collaborate with product, marketing, and care teams to reduce operational friction and align on member priorities.
• Design and iterate on SOPs, reporting frameworks, and tooling assessments (CRM and engagement platforms).
• Analyze retention metrics to demonstrate clear business impact and revenue opportunities to leadership.

Requirements

• 5+ years of experience in member experience, customer service, or operations leadership, ideally in healthcare or high-growth environments.
• Must be based in the USA and authorized to work for any US employer (no sponsorship available).
• Proven success in designing and scaling retention strategies, including metrics, playbooks, and workflows.
• Strong data fluency with experience building dashboards and presenting findings to leadership.
• Track record of leading teams through significant process transformations.
• Comfort working in ambiguous, fast-moving environments with a bias toward iterating and documenting.

Culture & Benefits

• Competitive compensation package with opportunities for equity participation.
• Unlimited vacation with manager approval and a flexible remote work environment.
• 100% employer-sponsored healthcare, dental, and vision for employees, and 80% for families.
• Comprehensive retirement and savings options, including 401k, HSA, and FSA.
• Generous parental leave: 16 weeks for delivering parents and 8 weeks for non-delivering parents.