Member Services Manager
New
USFull-TimeManager
Salary110,000 - 120,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Cross-functional collaborationData analyticsChange Management
Requirements
- 5+ years of experience in member services, customer experience, operations, or similar leadership roles
- Proven experience building and scaling retention or churn reduction strategies
- Strong analytical skills with the ability to interpret data and build dashboards
- Demonstrated experience managing direct reports and leading teams
- Excellent communication skills
- Strong cross-functional collaboration skills
- Comfortable working in fast-paced, ambiguous environments
Responsibilities
- Own the end-to-end retention and churn prevention strategy
- Design and scale operational workflows, escalation paths, SOPs, and communication frameworks
- Lead, coach, and develop a small member services team
- Partner cross-functionally with product, operations, clinical, and marketing teams
- Build and maintain reporting dashboards and performance metrics
- Identify opportunities to enhance member value
- Support change management initiatives
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