{"id":1191356,"url":"https://alion.io/job/function-health-operations-manager-member-experience","title":"Operations Manager, Member Experience","company":{"id":1777044,"name":"Function Health","domain":"functionhealth.com","url":"https://alion.io/company/functionhealth-com","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":99000,"max_usd":185000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1570},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Intercom","optional":true}],"status":"live","first_seen_at":"2026-03-12T23:15:21Z","employer_posted_date":"2026-07-28","last_verified_at":"2026-09-24T20:49:31Z","board_verified":true,"closed_at":null,"days_open":195,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":195},"description":"Location Notice:\nUS - Remote for those outside the NYC area.\nNYC employees are hybrid\nCompany Overview\nFunction Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond the limitations of traditional care and enabling comprehensive, continuous insight into human biology. Function has been recognized as one ofFast Company’s Most Innovative Companies of 2024, and is venture-backed by Redpoint and other leading venture firms. Over half a million members have joined Function to take control of their health.\nThrough comprehensive lab testing, MRI and CT imaging, longitudinal data, and guidance from AI and clinical teams, Function gives members a complete and continuous view of their health - and the clarity to act on it. Through acquisitions across imaging, mobile phlebotomy, and supplement tracking and optimization, Function is building an integrated health platform that spans the full path from testing to health clarity to daily action.\nFunction recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.\nWe are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset. Function fosters a collaborative and dynamic environment where every day we build the future.\nThe Role\nYou don't wait to be handed a plan. You see the problem, figure out the fix, and ship it before someone else finishes writing the brief.\nWe operate AI-first. The people who thrive here have fundamentally changed how they work and keep changing it. They're always testing what's new, replacing yesterday's workflow with something faster, and building things with AI that would have taken a full team six months ago. They pick up new tools before anyone asks them to, they automate what others still do by hand, and they hold themselves to one question: what can AI do better and faster than anyone else can today.\nThis role owns two things: the VIP and influencer experience end-to-end, and NPS for the Imaging Team. That means you're building the systems, the playbooks, the automations, and the team that makes 95%+ promoter rates not just possible but repeatable. You identify the problem, find the tool, build the process, and ship it. Nobody hands you the approach.\nHere's a real example of the kind of work this is: members arrive at their scan not knowing what to expect. You identify it as a friction point from the feedback data. You find an AI video tool, produce a \"what to expect\" explainer, figure out where it fits in the journey, get it into the email and text flows, and ship it. That's the job spotted, solved, done.\nYou'll lead a small team, but the leverage is systems and AI, not headcount. You raise the floor by building infrastructure that scales, not by adding people every time volume grows.\nThis is a high-growth role at a high-growth company. The right person will earn more scope fast, Function is scaling rapidly and the people who prove they can own outcomes don't stay in a box for long.\nIf you want a role where someone hands you a strategy deck to execute, this isn't it. If you want to own the outcome, make the call, and build something real, keep reading.\nWhat You'll Own\nVIP & Influencer Experience\nOwn the complete experience for every VIP member and influencer from initial coordination through post-scan follow-up\nDesign new touchpoints that consistently hit 95%+ promoter rates\nMaintain real-time tracking that keeps internal stakeholders informed without anyone having to ask\nNPS & Member Satisfaction\nOwn the Imaging Team's NPS program end-to-end - data collection, trend analysis, root cause identification, and closed-loop improvement\nCoordinate the product tickets and cross-functional fixes that come out of member feedback\nThe expectation is not to surface problems, it's to eliminate them\nSystems & Automation\nBuild and maintain the SOPs, workflows, and AI automations that let quality scale with member volume\nIf something is happening manually that shouldn't be, fix it\nTeam Leadership\nBuild and coach a high-performing member experience team\nSet and hold clear performance standards\nDevelop people toward those standards through coaching, feedback, and accountability\nWhat We're Looking For\n6-10 years in strategic operations or member experience at a venture-backed startup or recently public company, hard requirement\nManaged a team of at least 3 people with a track record of building or meaningfully improving operational processes in high-growth environments\nGenuinely fluent with AI tools, not as a talking point, but as a default; you've shipped things with them\nCommunicates clearly and proactively, translates ambiguous situations into something people can act on and keeps the right people informed without being asked\nNice to have:\nHealthcare, wellness, or subscription consumer background\nHands-on experience with Intercom or similar member communication platforms\nBackground in VIP or concierge service\nWhat's in it for you?:\nAs the Operations Manager, Member Experience you have the opportunity to be an early employee at Function Health and work with an all-star team focused on detecting cancer early for everyone in the world. You're also going to have access to benefits such as:\nCompetitive Salary\nStock options\nComprehensive health, dental, and vision plans for you and your family\nWellness and commuter benefits\nCompetitive vacation policy\nA culture that emphasizes learning\nProfessional development budget for continued learning\nOpportunity to directly impact our mission of saving lives through early cancer detection\nWhy You'll Love Working With Us:\nWe value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.\nAt 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.\nJoin the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.\nImportant Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. 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