Manager, Member Support

Function Health

20h

About The Position

Function Health is seeking a Manager, Member Support to own team performance, operational strategy, and organizational effectiveness across a team of support agents, Leads, and Senior MSAs. This role reports to the Senior Manager of Member Support. The Manager will oversee a team dedicated to providing comprehensive support to members across SMS, phone, email, and live chat. Key responsibilities include monitoring key performance indicators, driving process improvements, and making staffing and planning decisions to enable effective team scaling. This role involves direct people management of Leads and Senior MSAs, supporting Leads in their ownership of MSA performance, and owning formal performance management at the Lead and Sr. MSA level. The position also plays a leadership role within the broader Member Success organization by driving cross-functional alignment, owning operational improvements, and partnering with the Sr. Manager of Member Support on scaling the Member Support function. Note: Due to the team being dispersed across various timezones and working days (Monday–Sunday), there may be a need for weekend availability as the role evolves.

Requirements

Adaptive, strategic thinker with strong operational judgment
Able to quickly shift between tactical needs and long-term priorities without losing sight of team performance or business goals.
Proven ability to manage and develop leaders
Experience coaching and holding team leads or senior contributors accountable, while building consistency in how performance management and team standards are applied across the organization.
Strong performance management and accountability mindset
Comfortable owning team-level outcomes, addressing performance issues at the Lead and Sr. MSA level, and ensuring accountability cascades effectively through the team.
Ability to prioritize and operate with autonomy
Effectively balances competing demands across team performance, staffing, and cross-functional initiatives with minimal oversight.
Operational and systems-oriented thinking
Able to identify patterns, diagnose root causes, and implement scalable solutions that improve workflows, staffing models, and team efficiency over time.
Strong leadership and communication skills
Clearly communicates expectations, performance feedback, and strategic direction to Leads and Senior MSAs, while ensuring alignment across the team.
Ability to balance business needs with team health
Makes decisions that support both operational goals and sustainable team performance, while maintaining a high bar for accountability.
Excellent written and verbal communication skills, with strong execution of brand voice
Ensures consistency and clarity in internal and external communication, aligned with Function's tone and member experience standards.

Responsibilities

Oversee team performance and ensure adherence to KPIs and quality expectations at all levels — MSA, Sr. MSA, and Lead.
Coach, develop, and hold Leads and Sr. MSAs accountable for performance standards, while supporting Leads in driving accountability at the MSA level.
Own formal performance management at the Lead and Sr. MSA level, including performance documentation, evaluations, and improvement plans.
Conduct biweekly 1:1s with Leads and Sr. MSAs, and maintain visibility into team-level performance trends through regular touchpoints with Leads.
Mentor and develop Leads and Senior MSAs to strengthen operational leadership within the team.
Ensure consistency across Leads in performance management practices, coaching expectations, documentation standards, and team experience.
Own the weekly Lead team meeting, co-facilitate the Sr. MSA team meeting with Leads, and attend the weekly MSA all-team meeting.
Monitor and report on KPIs, performance metrics, and member contact trends.
Own KPI performance and operational outcomes for the Generalist Team.
Define and evolve Key Results and KPIs each quarter in partnership with the Sr. Manager, and ensure team-level progress is tied to the broader strategic direction each quarter.
Own week-to-week and forward-looking staffing strategy and workload planning in partnership with WFM and Leads.
Ensure the team is appropriately resourced to meet business needs, maintain alignment with Leads on staffing decisions outside of normal expectations, and own the approval process for PTO, OT, and related requests across the full team.
Identify opportunities to streamline workflows, improve documentation, and increase operational efficiency.
Own the prioritization and execution of improvement initiatives aligned to team KPIs, KRs, and organizational goals.
Partner with the Sr. Manager to identify and advance initiatives that support scaling.
Delegate smaller operational projects to Leads as bandwidth allows, while maintaining end-to-end ownership and reporting responsibility to MS leadership.
Partner with internal teams to address operational challenges and support continued business growth.
Work with the Sr. Manager to align team initiatives with broader OKRs, product roadmap priorities, and business goals.