Member Operations Manager

5 days ago

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Fast Company

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51 - 200 employees

Founded 1995

📱 Media

🤝 B2B

💰 Seed Round on 2016-01

Description

• Develop and optimize workflows that enable the Member Experience team to execute their responsibilities more efficiently and effectively. • Identify and implement systems and tools that streamline operations and improve team productivity. • Collaborate with cross-functional teams to identify pain points and design solutions that enhance team performance. • Build and maintain centralized systems to document and track the Member journey, ensuring consistency and visibility across the organization. • Evaluate, recommend, and implement tools that align with the team's operational needs and long-term goals. • Drive MSO (Member Support Operations) initiatives, focusing on process improvement and scalability to meet growing demands. • Troubleshoot existing feature bugs reported by members and provide resolutions in a timely manner. • Optimize member communication processes to ensure clarity, efficiency, and a consistent voice across all channels. • Oversee billing-related processes, ensuring accuracy and efficiency while addressing any member concerns. • Lead efforts to resolve member-reported technical issues and bugs, working closely with technical teams to deliver solutions. • Develop robust systems for tracking and analyzing key metrics related to member interactions, support effectiveness, and operational success. • Leverage data insights to identify trends, inform decision-making, and enhance the overall member experience. • Regularly report on key performance indicators (KPIs) to stakeholders and recommend areas for improvement.

Requirements

• Has 7+ years of experience in strategy & operations leadership roles in one or more areas (e.g. operations, customer success, sales), preferably within a high-growth start-up environment. • Prior education or experience in the health, wellness, and medical space strongly preferred • Strong understanding of Member Operations, with a key focus on implementation and process improvement. • Proven ability to build from scratch and manage complex, operational projects and implementations with an emphasis on driving member experience and growth, preferably with direct experience implementing CRM and customers support platforms. • Expert in optimizing the member journey from an operations and member experience perspective. • Experience managing and developing a team, with a focus on building strong, collaborative working relationships. • Demonstrates proficiency in appropriate skills such as empathy, active listening, and rapport building • Has exceptional problem solving and analytical skills; demonstrated ability to structure complex problems, navigate challenging data sets, and develop solutions • Comfortable with remote work and teams