Manager, Member Care

📋 Description

• Own digital member support strategy and day-to-day operations for Premium Experience channels
• Lead, coach, and develop Team Leads and Specialists with performance expectations and feedback
• Define, monitor, and improve SLAs across digital support channels including chat, email, messaging
• Partner cross-functionally with Product, Engineering, and Operations to advocate for member needs
• Establish support processes, escalation frameworks, quality standards, and knowledge management
• Leverage member feedback and operational data to identify service enhancements and process

🎯 Requirements

• 5+ years leading digital customer support or service operations teams with people management
• Experience managing high-touch, premium, and white-glove support programs
• Coaching and developing frontline leaders to build high-performing teams
• Using data and customer insights to drive decisions and improve member experiences
• Partnering with Product and Engineering to influence customer-focused digital solutions
• Experience with digital support channels including chat, email, self-service, and AI

🎁 Benefits

• Comprehensive healthcare plans and family-building benefits
• Flexible time off and annual wellness stipend
• Free OneMedical memberships for you and dependents
• CLEAR Plus membership
• 401(k) retirement plan with employer match
• Catered lunches and fully stocked kitchens in office