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Member Strategy & Experience Manager
| Company | Modern Animal |
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| Location | Los Angeles, CA, USA |
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| Salary | $93000 – $137000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- 3-5 years in high-performance environments (consulting, startups, etc.) with experience leading customer-focused insights projects blending qualitative and quantitative methods
- Highly analytical and comfortable with data, skilled in Excel (SQL is a plus), and adept at uncovering emotional insights through user interviews
- Excellent communicator, able to influence and inspire diverse audiences, from front-line care professionals to technical teams to executives, driving cultural and operational change
- Balances high-level strategy with hands-on execution, shadowing workflows and tackling details to ensure continuous improvement
- Empathetic, collaborative, and highly self aware of your impact on others. Able to earn the respect and trust of our care team, doing do whatever it takes to ensure successful rollouts
- Based in LA (preferred), SF, or willing to relocate
Responsibilities
- Own the source of truth for quantitative and qualitative customer insights (NPS, churn, value, escalations, share of wallet) and be the go-to expert on conducting in-depth customer interviews to uncover emotional drivers beyond the data
- Advocate for the member experience in cross-functional decisions, including product pricing, scheduling changes, crisis communications, brand messaging, and more
- Define the critical trust-building moments in our foundational omnichannel journeys and partner with CRM, Product, and Operations to ensure consistent and seamless end-to-end delivery
- Lead the creation and execution of innovative customer journeys, such as a primary doctor experience or hybrid virtual/clinic experiences
- Quarterback operational changes to elevate service quality and enhance trust, such as seamless booking of follow-ups or enhancing direct communication between doctors and members after an appointment
- Analyze membership program performance to ensure it drives member retention, engagement, and satisfaction, and quarterback changes as needed to achieve business goals
- Develop and implement strategies to reward loyal members
- Lead the development of innovative pricing, packaging, and positioning strategies that enhance perceived value and member trust
- Identify opportunities for creative product offerings and new revenue streams that drive upselling and cross-selling
- Implement and oversee recovery budgets for credits or discounts, and stay up to date on industry best practices for building and recovering member trust
- Define and shape development of customer experience-focused training for clinic and virtual operations teams to ensure consistent, top-tier service delivery
Preferred Qualifications
- Relentlessly growth-minded, you do whatever it takes to win and get 1% better every day
- Thrives in ambiguity, creating structure from scratch, solving problems from first principles, and driving executional rigor
