Member Services Manager

Job Summary

To support a growing member engagement strategy, the remote Member Services Manager will oversee retention and churn prevention initiatives, manage a multifunctional services team, and collaborate with cross-functional partners to enhance the member experience.

Key responsibilities

• Own the end-to-end retention and churn prevention strategy, developing data-driven programs in partnership with operations, marketing, and product teams
• Build and improve program infrastructure to drive member value and retention outcomes
• Lead and develop a team of member services staff while maintaining service quality and team engagement

Required qualifications

• 5+ years of experience in member experience, customer service, or operations leadership, preferably in a high-growth or healthcare environment
• Strong data fluency with experience in building dashboards and presenting findings to leadership
• Demonstrated success in designing and scaling retention or churn prevention strategies
• Experience managing or developing member-facing communications and materials
• Commercial acumen with a track record of linking retention metrics to revenue impact