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Function Health · 3 days ago

Member Experience Manager

United States

Full-time

Remote

Senior Level

$110K/yr - $140K/yr

5+ years exp

Function Health is focused on early cancer detection through advanced imaging technology and AI-powered solutions. The Member Experience Manager will own the member experience strategy, drive NPS improvements, and leverage analytics to enhance satisfaction as the company scales rapidly.

Health CareHealth DiagnosticsMedicalPersonal Health

Responsibilities

Analyze every piece of member feedback to identify patterns and root causes

Solve problems systematically so they never happen again, not just fix today’s issue

Drive NPS from the current baseline through data driven improvements

Own the complete improvement cycle from identifying the issue, to developing the solution, to implementation, to measuring impact

Leverage AI and analytical tools to extract actionable insights from NPS data and member feedback

Monitor trends to catch emerging issues before they become systemic problems

Build dashboards and tracking systems that provide real time visibility into member satisfaction

Run rapid experiments, measure results, and iterate based on data

Translate member insights into clear, actionable recommendations for Product, Operations, and Clinical teams

Build strong relationships with stakeholders and influence priorities across the organization

Follow through relentlessly to ensure other teams implement necessary changes

Present data driven recommendations to senior leadership and drive accountability for outcomes

Qualification

DataAnalytics & AI FluencyCross-Functional InfluenceOperational ExcellenceSystematic Problem SolvingCustomer ExperienceCommunication SkillsHealthcare FamiliarityDirect-to-Consumer Products

Required

Proven ability to identify root causes in customer feedback, implement scalable solutions that prevent recurring issues, and drive measurable improvements in member satisfaction metrics through data-driven decision-making and rapid experimentation cycles

Expert-level analytical skills with hands-on experience using AI tools, data platforms, and business intelligence systems to extract actionable insights from customer feedback, build tracking dashboards, monitor trends, and translate complex data patterns into clear recommendations

Demonstrated ability to translate member insights into actionable recommendations for Product, Operations, and Clinical teams, build strong stakeholder relationships without direct authority, and follow through relentlessly to ensure implementation and measure outcomes

Experience building processes and systems that scale efficiently while maintaining quality, managing customer support platforms and operational tools, and thriving in startup environments where priorities shift rapidly, and execution speed is critical

Exceptional written and verbal communication with the ability to present data-driven insights to senior leadership, coach team members on systematic thinking and problem-solving, and maintain collaborative relationships across all organizational levels

Bachelor's degree or higher

5+ years in customer experience, operations, or analytics with a proven track record improving NPS or CSAT

2+ years managing and developing high-performing teams