Member Services Manager

Overview

This is a remote Member Services Manager opportunity in the United States, offered through a partner company that handles all application review and hiring steps. The role sits in a fast-scaling, mission-led healthcare setting where the member experience is central to the business.

The manager will shape the full member journey, from initial onboarding through ongoing engagement, with a strong focus on retention, churn reduction, and service quality. This position connects operations, product, and care delivery, and calls for a leader who can build systems that scale while improving outcomes for members living with chronic conditions.

What you will do

• Lead the strategy for member retention and churn prevention, using data to create programs that strengthen engagement and long-term outcomes.
• Develop and improve workflows, escalation routes, SOPs, and communication processes to deliver a smooth member experience.
• Manage, mentor, and support a small member services team while maintaining high standards during periods of growth.
• Work closely with product, operations, clinical, and marketing teams to surface member insights and support continuous improvement.
• Create and maintain dashboards and performance reporting that connect retention results to broader business impact.
• Find opportunities to increase member value through better engagement tools, lifecycle programs, and support models.
• Help roll out process, system, and tool changes by supporting training and change management efforts.

What the employer is looking for

• At least 5 years of experience in member services, customer experience, operations, or a comparable leadership role, preferably in healthcare or another fast-growing environment.
• Hands-on experience designing and scaling retention or churn reduction programs, including metrics, frameworks, and cross-team execution.
• Strong analytical ability with comfort building dashboards, reading data trends, and presenting findings to senior leaders.
• Background leading direct reports and guiding teams through organizational change or rapid growth.
• Clear, effective communication skills, including the ability to create member-facing messages and internal support materials.
• Strong collaboration and influence skills across product, care, and business stakeholders.
• Ability to stay effective in a fast-moving, uncertain environment and move quickly from idea to execution.
• U.S. work authorization is required, and visa sponsorship is not offered.

Benefits and compensation

• Annual compensation in the range of USD 110,000 to 120,000.
• Eligibility for equity participation.
• Fully remote setup with a global, high-performing team.
• Unlimited vacation, subject to manager approval.
• 16 weeks of paid parental leave for birth parents and 8 weeks for non-birth parents.
• Employer-paid medical, dental, and vision coverage at 100% for employees, with 80% coverage for dependents.
• Access to Health Savings Account and Flexible Spending Account options.
• 401(k) retirement savings plan.
• Flexibility, autonomy, and employee well-being are emphasized.

Application and hiring notes

This opportunity is managed by the partner company, which will oversee next steps after application review. The hiring process uses an AI-assisted matching approach to screen applicants against the role’s core requirements before the shortlist is shared with the employer. Final interviews, assessments, and hiring decisions are handled internally by the hiring company.

By applying, candidates acknowledge that their information may be processed for recruitment and shared with the employer for hiring purposes. The role also notes that AI tools may assist with parts of the recruitment process, although final decisions remain human-led.