Member Services Manager in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Services Manager based in the United States.
The Member Services Manager plays a critical role in shaping and scaling the end-to-end member experience within a fast-growing, mission-driven healthcare environment.
This role ensures that every member receives consistent, high-quality support throughout their journey, from onboarding through long-term engagement.
You will own retention and churn prevention strategies, directly influencing member satisfaction and health outcomes.
The position operates at the intersection of operations, product, and care delivery, requiring strong cross-functional leadership.
You will design scalable systems, workflows, and communications that support a rapidly expanding member base.
This is a highly impactful leadership role, responsible for both team development and measurable business outcomes.
It offers the opportunity to help improve chronic disease management through innovative, data-driven approaches.
- Own the end-to-end retention and churn prevention strategy, building and optimizing data-driven programs that improve member engagement and long-term outcomes.
- Design and scale operational workflows, escalation paths, SOPs, and communication frameworks to ensure a seamless member experience.
- Lead, coach, and develop a small member services team, ensuring high performance, engagement, and service quality during rapid growth.
- Partner cross-functionally with product, operations, clinical, and marketing teams to align on member insights and drive continuous improvement.
- Build and maintain reporting dashboards and performance metrics, clearly linking retention outcomes to business impact.
- Identify opportunities to enhance member value through improved engagement strategies, tools, and lifecycle programs.
- Support change management initiatives, including training and rollout of new processes, systems, and tools.
- 5+ years of experience in member services, customer experience, operations, or similar leadership roles, ideally in healthcare or high-growth environments.
- Proven experience building and scaling retention or churn reduction strategies, including frameworks, metrics, and cross-functional execution.
- Strong analytical skills with the ability to interpret data, build dashboards, and present insights to senior leadership.
- Demonstrated experience managing direct reports and leading teams through change or organizational scaling.
- Excellent communication skills, including experience developing member-facing communications and internal enablement materials.
- Strong cross-functional collaboration skills with the ability to influence stakeholders across product, care, and business teams.
- Comfortable working in fast-paced, ambiguous environments with a strong bias toward execution and iteration.
- U.S. work authorization required; sponsorship is not available.
- Competitive compensation package between $110,000 – $120,000 USD annually
- Opportunity for equity participation
- Fully remote work environment with a global, high-performing team
- Unlimited vacation policy (with manager approval)
- 16 weeks paid parental leave for birth parents and 8 weeks for non-birth parents
- 100% employer-paid healthcare, dental, and vision for employees (80% coverage for dependents)
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- 401(k) retirement savings plan
- Strong focus on flexibility, autonomy, and employee well-being.