Senior Manager - Member Experience Operations + Strategy

You

As a steward of human brands, you thrive in operational leadership, ensuring teams operate effectively with a robust foundation of technology, strategic vision, and insights-driven experiences. Your dedication is to cultivate a member-centric culture grounded in operational excellence, utilizing insights to drive strategic decisions and fuel business growth.

In your role, reporting to the Head of Member Experience, you'll shape strategy using member data and insights, advocating for our members' voices and pushing boundaries to redefine the standard of 'member experience.' This involves challenging perspectives respectfully across our ecosystem and beyond, driving initiatives that enhance our ability to serve members in profoundly impactful ways.

Who you are:

• 5-10 years of experience in customer strategy and operations, with a preference for at least 3 years in the DTC industry.
• Extensive experience in scaling high-growth organizations, particularly in designing and implementing processes that facilitate scalability and operational efficiency.
• Strong project management skills with a data-driven approach, committed to continuous process improvement.
• Proven track record in informing and influencing Customer Experience plans and strategies, with a focus on achieving customer delight.
• Ability to build credibility through attention to detail and proficiency in handling data, particularly in customer operations leadership roles.
• Experience in implementing and optimizing programs aimed at enhancing customer satisfaction and loyalty.
• Familiarity with best-in-class tech stacks for customer support and the ability to drive platform changes across the team as needed.
• Proven track record taking an idea from concept through execution
• Ability to build strong relationships and successfully motivate and inspire team members as well as influence cross-functional collaborators
• Thrive in a dynamic, fast-paced environment that’s growing and evolving rapidly
• Bachelor’s degree

What You'll Do:

• Set Strategic Philosophies and Standards: Define and implement strategic philosophies, standards, and guiding principles to deliver an exceptional member experience that aligns with both business objectives and member needs.
• Build a Project Management Function: Establish a Project Management function within MX to oversee successful execution and delivery of key projects.
• Develop a Quality Assurance Function: Create and manage a Quality Assurance function within MX, with oversight of both SeedCare and SciCare, to ensure high-quality services.
• Oversee the Tech Operations Specialist function: Ensuring seamless integration, execution,  and feedback loops within MX and cross-functionally.
• Technology Stack Management and New Channel Launch Execution: A seeker of continuous improvement, you will oversee the selection, cross-functional implementation, and effective launch of new channels within our technology stack (e.g. Chat, SMS, Phone System, Ticketing Platform, etc.).
• Integrate AI Tools and Technologies: Identify, integrate, and utilize AI tools and technologies to enhance member interactions, streamline processes, and improve operational efficiency.
• Challenge Conventional Practices: Question traditional methods and integrate member insights into decision-making processes. Build deep partnerships with key stakeholders to create a consistent and connected member experience.
• Oversee Member Insights and MX Roadmap: Manage the Member Insights function and the MX roadmap to drive member satisfaction and strategic planning.
• Design Customer Delight Programs: Identify key opportunities to surprise and delight customers, creating and managing programs to support this effort. Oversee budget and expenditure for these programs.
• Collaborate with Engineering and Product: Work closely with Engineering and Product teams to define MX end-user tooling needs, optimizing customer-facing team efficiency and enhancing user experience.

The annual pay range for this full-time position is $110k-$145k + equity + benefits across all US locations (this position is 100% remote-US). Our pay ranges are guided by discipline, level and experience required. Within the range, individual pay may vary based on additional factors, including: your specific location, desired skills/ technical competency, relevant experience and advanced education/ training.Benefits include: Medical, Dental, Vision, Life, AD&D, LTD, Mental Wellness, EAP, Wellness Stipend + 401(k) match.

Last updated on Apr 16, 2024