Member Services Manager
T
Twin HealthDigital Health
This remote opportunity based out of the U.S.Full-TimeManager
Salary110,000 - 120,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisCross-functional Team LeadershipProcess improvementCRMChange Management
Requirements
- 5+ years of experience in member experience, customer service, or operations leadership
- Strong data fluency and comfort building dashboards
- Demonstrated success designing and scaling retention or churn prevention strategies
- Skilled at cross-functional collaboration
- Track record of leading teams through significant process transformation
- Experience managing or developing member-facing communications
- Comfort working in ambiguous, fast-moving environments
- Commercial acumen and experience tying retention outcomes to revenue
Responsibilities
- Own retention and churn prevention strategy and operations end-to-end
- Build program and infrastructure from the ground up
- Architect workflows, escalation paths, and touchpoints
- Lead and develop a multifunctional member services team
- Identify revenue opportunities associated with member retention
- Serve as a cross-functional connector between care teams, product, and marketing
- Design and iterate on SOPs, tooling assessments, and reporting frameworks
- Partner closely with product on workflow mapping and feature development
- Build and deliver internal training programs and change management resources
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