Operations Manager, Member Experience

About the role

You don't wait to be handed a plan. You see the problem, figure out the fix, and ship it before someone else finishes writing the brief. We operate AI-first. The people who thrive here have fundamentally changed how they work and keep changing it. They're always testing what's new, replacing yesterday's workflow with something faster, and building things with AI that would have taken a full team six months ago. They pick up new tools before anyone asks them to, they automate what others still do by hand, and they hold themselves to one question: what can AI do better and faster than anyone else can today.

Responsibilities

• Own the complete experience for every VIP member and influencer from initial coordination through post-scan follow-up
• Maintain real-time tracking that keeps internal stakeholders informed without anyone having to ask
• Design new touchpoints that consistently hit 95%+ promoter rates
• Own the Imaging Team's NPS program end-to-end - data collection, trend analysis, root cause identification, and closed-loop improvement
• Coordinate the product tickets and cross-functional fixes that come out of member feedback
• Build and maintain the SOPs, workflows, and AI automations that let quality scale with member volume
• Build and coach a high-performing member experience team
• Set and hold clear performance standards
• Develop people toward those standards through coaching, feedback, and accountability

Requirements

• 6–10 years in strategic operations or member experience at a venture-backed startup or recently public company, hard requirement
• Managed a team of at least 3 people with a track record of building or meaningfully improving operational processes in high-growth environments
• Genuinely fluent with AI tools, not as a talking point, but as a default; you've shipped things with them
• Communicates clearly and proactively, translates ambiguous situations into something people can act on and keeps the right people informed without being asked

Qualifications

• Nice To Have: Healthcare, wellness, or subscription consumer background
• Hands-on experience with Intercom or similar member communication platforms
• Background in VIP or concierge service

Benefits

• Competitive Salary
• Stock options
• 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

Schedule

High-growth role at a high-growth company. The right person will earn more scope fast, Function is scaling rapidly and the people who prove they can own outcomes don't stay in a box for long.

What We're Looking For

• 6–10 years in strategic operations or member experience at a venture-backed startup or recently public company, hard requirement
• Managed a team of at least 3 people with a track record of building or meaningfully improving operational processes in high-growth environments
• Genuinely fluent with AI tools, not as a talking point, but as a default; you've shipped things with them
• Communicates clearly and proactively, translates ambiguous situations into something people can act on and keeps the right people informed without being asked
• Nice To Have: Healthcare, wellness, or subscription consumer background
• Hands-on experience with Intercom or similar member communication platforms
• Background in VIP or concierge service