Operations Manager, Member Experience

Function Health • Austin, TX

1d

About The Position

Function Health is seeking an Operations Manager, Member Experience to own the VIP and influencer experience end-to-end, and NPS for the Imaging Team. This role involves building systems, playbooks, and automations to ensure high promoter rates. The ideal candidate is proactive, AI-first, and focused on automating processes and improving efficiency. This is a high-growth role at a high-growth company where the right person will earn more scope quickly. If you want a role where you can own the outcome, make decisions, and build something impactful, this is the opportunity for you.

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.

Nice To Haves

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

Responsibilities

• Own the complete experience for every VIP member and influencer from initial coordination through post-scan follow-up.
• Design new touchpoints that consistently hit 95%+ promoter rates.
• Maintain real-time tracking that keeps internal stakeholders informed without anyone having to ask.
• 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.

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
• Flexible working hours

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed