Ezra's mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs, and is available at over 180+ imaging facilities in 150 cities across the US and abroad. We believe in empowering people to make their own health decisions, so we are offering Ezra as a direct-to-consumer scan. Our members visit a partner imaging center to get an MRI scan and receive an AI-powered report from an Ezra Medical Provider. As of May 2025, Ezra is part of Function Health, bringing together the most advanced imaging and the most comprehensive blood testing solutions into a single offering.
Role
The perfect Member Experience Manager is obsessed with the member experience. Not in a "I care about customers" way—in a "I cannot sleep until I understand exactly why this happened and have permanently fixed it" way. When something goes wrong for a member, you're already three steps deep into root cause before anyone else has finished reading the feedback. In this role, you own NPS end-to-end and hold white-glove accountability for every VIP and influencer interaction. You lead a team, build systems that scale, and have the rare ability to turn insight into action fast. But your real superpower? You make everyone around you care as much as you do. You pull in product, ops, and clinical partners and get them genuinely invested in fixing what's broken—not just aware of it. If your standard is "good enough," this isn't your role. If your standard is "why did we settle for anything less than exceptional"—welcome home.
Key Responsibilities
NPS Ownership & Member Satisfaction
Own Ezra's NPS program end-to-end—from data collection and trend analysis to improvement initiatives and outcome measurement
Identify systemic patterns, and coordinate cross-functional initiatives to address root causes
Implement recovery strategies, and drive conversion to promoters
Monitor member feedback continuously to catch emerging issues before they become systemic problems; implement rapid solutions, measure impact, and iterate
Take full ownership of member satisfaction regardless of where friction originates—scan centers, platform, communications, or any other touchpoint
VIP & Influencer Experience
Own the complete end-to-end experience for all VIP members and influencers, from initial coordination through post-scan follow-up
Deliver white-glove, concierge-level service with proactive communication, personalized touchpoints, and creative problem-solving
Design and introduce new touchpoints and experiences that exceed expectations, with a target of 95%+ promoter rates among VIPs and influencers
Maintain detailed, real-time tracking systems that keep all internal stakeholders continuously informed on VIP and influencer member status
Team Leadership & Performance Management
Build, coach, and lead a high-performing member experience team with clear accountability tied to specific performance targets
Set and hold the team to measurable standards: 70+ NPS, 95%+ VIP promoter rates, and quick response times
Develop team members through coaching, feedback, and growth opportunities centered on experience innovation and operational excellence
Operational Excellence & Scalability
Build and maintain comprehensive SOPs and workflows for all ownership areas, ensuring quality scales with member volume
Implement AI automation and process improvements to reduce manual effort and increase throughput without sacrificing service quality
Design proactive monitoring systems that surface issues before they impact member satisfaction
Balance exceptional service delivery with operational efficiency and gross margin considerations
Data-Driven Improvement
Monitor feedback patterns across all channels to solve problems before they become systemic
Own all improvement initiatives from conception through implementation, success evaluation, and iteration
Identify and scope product enhancement requests that measurably improve member experience
Maintain real-time dashboards and tracking systems that provide visibility into member satisfaction and team performance
Collaborate with product, operations, and executive teams to embed member insights into organizational decision-making
Qualifications & Skills
Member-Centered Mindset
Obsessive about delivering exceptional experiences—not just meeting expectations but creating memorable, advocacy-driving moments
Skilled at balancing empathy and efficiency: can de-escalate frustrated members while driving systemic solutions
Thinks holistically about the member journey, identifying friction regardless of which team owns the underlying process
Data & Analytical Fluency
Comfortable working with NPS data, satisfaction metrics, and feedback trends to surface actionable insights
Translates analysis into prioritized initiatives with clear success metrics—not just observations
Familiarity with AI tools and automation to streamline workflows and scale service quality
Operational & Process Excellence
Builds systems and infrastructure to scale quality—not headcount—as member volume grows
Creates SOPs that teams can execute consistently and improve over time
Monitors leading indicators and implements fast, iterative solutions before problems escalate
Leadership & Communication
Leads teams with clarity, accountability, and a coaching orientation
Communicates crisply and proactively with internal stakeholders—keeps the right people informed without being asked
Comfortable operating in ambiguity and building structure where little exists
Mission Alignment
Genuinely motivated by Ezra's mission of early detection and preventive health
Understands why member trust and satisfaction are foundational to Ezra's l success and long-term impact
Core Experience Requirements
6-10 years in customer success, member experience, or a related function with direct ownership of satisfaction metrics
Demonstrated experience managing NPS programs or equivalent member feedback systems
Track record of building or significantly improving operational processes in a high-growth environment
Experience managing a team
Proven ability to use data to drive decisions and communicate results to cross-functional stakeholders
Preferred Background
Experience in healthcare, wellness, or a consumer subscription business
Hands-on experience with AI tools or workflow automation in a service context
Background managing VIP, concierge, or high-touch customer relationships
Startup or hypergrowth experience where you've had to build systems from the ground up
Familiarity with tools such as Intercom or similar member communication platforms
What's in it for you?
Benefits
As the Manager of 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:
Base Salary: $120,000 - $140,000
Stock options
Comprehensive health, dental, and vision plans for you and your family
Wellness and commuter benefits
Competitive vacation policy
A culture that emphasizes learning
Professional development budget for continued learning
Opportunity to directly impact our mission of saving lives through early cancer detection
Why You'll Love Working With Us:
We 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. At 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. Join 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 Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com Function Health will never request personal information such as banking details or payment during the hiring
About Function Health
One mission—100 healthy years. Access 160+ lab tests, advanced imaging, and expert insights.
