Member Operations Manager

Full-Time in United States %LABEL_POSITION_TYPE_REMOTE_ANY% - Mid Level - Operations

Company Overview

At Function Health, our mission is to revolutionize healthcare by making comprehensive health insights and personalized care accessible to all. Recognized as one of Fast Company’s Most Innovative Companies of 2024, we are committed to excellence in the health technology sector. Venture-backed by top VC fund Andreessen Horowitz (a16z), we are growing our team with a hiring north star that guides us to seek out and cultivate talent that is not only technically excellent but also passionately aligned with our goal to innovate and empower. We seek individuals eager to make a significant impact on global health, with a relentless bias toward action and a growth mindset. In our collaborative and dynamic environment, we build our future together, focusing on a shared commitment to transforming lives through new technologies.

Role

As the Member Operations Manager, you will play a critical role in enabling Function Health’s Member Experience team to perform their roles more efficiently. You will implement systems and tools to automate to support our strategy as we scale. This will require a focus on data and analytics and process optimization of our member experience journey. You will report to our Member Experience Senior Manager and work closely with our Operations and Product teams to troubleshoot and test for technical issues and manage communications with members to meet member expectations. Additionally, you will be responsible for managing and developing a team to operationalize our member experience efforts.

Responsibilities

Enhancing the Member Experience Team's Effectiveness:

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.

Systems & Tools Development:

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.
Monitor and address system-related issues, ensuring tools remain functional and up to date.

Process Optimization and Support:

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.

Billing and Technical Troubleshooting:

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.

Data & Analytics:

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

FAQ’s

What is Function’s approach to remote work?

Function is 100% remote across the United States, from Austin to New York to San Francisco. We meet up in person on occasion.
Who works at Function?

We’re small but growing! The team includes:

Jonathan, Pranitha, Mike, Dr. Hyman, Danielle, Erika, Sara, Tova, Shea, Sean, Max, Amy, Kiara, Whitney
What’s the interview process like?

At Function, our team and interview process want to help you show your best self. We’ll begin by getting to know each other through conversations about Function, your experiences, and your interests.

At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.