Member Experience & Operations Manager

Own day-to-day member operations across onboarding, renewals, card fulfillment, benefit redemptions, and other critical member touchpoints.

Identify and eliminate friction across the member journey by improving workflows, documentation, SOPs, and cross-functional processes.

Partner closely with Member Support to identify recurring member issues, understand root causes, and drive solutions with Product, Partnerships, and Operations.

Analyze member health signals, including engagement, benefit usage, support trends, and renewals, to identify opportunities to improve the member experience and retention.

Track benefit performance and operational issues, partnering with Partnerships to ensure benefits are accurate, easy to understand, and working as intended.

Build and maintain actionable reporting around member experience, engagement, retention, and key operational metrics.

Support member communications, including onboarding, engagement, and renewal messaging, in partnership with Marketing.

Lead special projects that improve the member experience or make our operations more effective and scalable.

Smooth, reliable member operations with fewer errors, delays, and escalations.

Higher member engagement and stronger renewal performance.

Recurring member issues identified early and solved at the root.

Clear, scalable processes that teams consistently follow.

Better visibility into the health of the member experience through useful reporting and insights.

Strong cross-functional partnerships with Support, Partnerships, Product, and Marketing.

5+ years of experience in operations, customer or member experience, account management, or a similar role. Experience in membership, subscription, hospitality, or service businesses is a plus.

Strong operational judgment and a track record of taking ownership of work from problem identification through resolution.

Highly organized and process-minded, with an ability to turn messy situations into clear, scalable systems.

Strong analytical skills and comfort using spreadsheets, reporting tools, and data to identify trends and make decisions. Experience with Looker or similar tools is a plus.

Clear written and verbal communication skills and comfort working across multiple teams.

Experience with HubSpot, Help Scout, or similar CRM and support platforms is a plus.

Fluency with AI tools and an ability to use them to work more efficiently and improve processes.

A genuine focus on creating a great member experience and a willingness to jump in wherever needed.