Manager, Member Care

📋 Description

• Own the digital member support strategy and day-to-day operations for Premium Experience and
• Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing
• Define, monitor, and improve service level agreements (SLAs) across digital support channels
• Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders
• Establish and maintain support processes, escalation frameworks, quality standards, knowledge
• Leverage member feedback, operational data, digital engagement metrics, and frontline insights to

🎯 Requirements

• 5+ years of experience leading digital customer support, customer experience, member services, or
• Managing high-touch, premium and white-glove support programs across digital and omnichannel
• Coaching and developing frontline leaders while building high-performing, accountable teams
• Using data, reporting, customer insights, and operational metrics to identify trends, drive
• Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence
• Experience supporting or optimizing digital support channels, including chat, email, self-service

🎁 Benefits

• Comprehensive healthcare plans
• Family-building benefits (fertility and adoption/surrogacy support)
• Flexible time off
• Annual wellness stipend
• Free OneMedical memberships for you and your dependents
• CLEAR Plus membership