Sr. Member Experience Manager

📋 Description

• Own the Voice of Customer program and translate signals into data-backed cases for Product and
• Coordinate inputs from support data, app reviews, social, surveys, and reviews to surface key
• Deliver real-time visibility, monthly deep dives, and periodic reviews with clear problem
• Turn member signals into business cases tied to retention, engagement, and revenue.
• Collaborate with Product, Engineering, Operations, Marketing, Legal, and Compliance to move issues
• Prototype and test product changes using data-driven readouts to influence decisions.

🎯 Requirements

• Five+ years in member experience, VOC, CX, or related with program ownership.
• Ability to gather signals from multiple touchpoints and convert them into actionable
• Skilled at turning feedback into structured problem statements and data-backed readouts.
• Proficient with Mode, Looker, or similar BI tools; comfortable using AI tools (Anthropic, OpenAI
• Strong cross-functional collaboration and stakeholder influence.
• Excellent written and verbal communication; ability to move work forward without direct authority.

🎁 Benefits

• Flexible hours, virtual-first culture, home office stipend
• Premium medical/dental/vision insurance
• Generous parental and caregiver leave
• 401(k) with matching, financial wellness support
• Flexible PTO and company holidays
• All-company events and remote-friendly culture