Member Experience Manager

Modern Animal is looking for a strategic, high horsepower, and collaborative individual to join our Experience team. As a team, we are responsible for the end to end experience of Modern Animal members, including Member Experience and Virtual Operations. Reporting directly to the Director of Experience, you will own Member Experience. You will champion the voice of the customer, drive membership strategy, and ensure a seamless, emotionally resonant experience that both builds and sustains member trust and aligns with business goals. You’ll be at the forefront of shaping how we delight and retain members.

We are looking for a dynamic, commercially-minded thinker who blends analytical precision with creative intuition to identify opportunities and design solutions that improve omnichannel experience and balance various business objectives. This role requires a strategic problem solver who is excited to quarterback complex cross-functional initiatives, influence cross-functional leaders and partner with our care team to execute with rigor and bring strategies to life.

What You’ll Be Working On

• Lead Customer Insights and Advocacy: Own the source of truth for quantitative and qualitative customer insights (NPS, churn, value, escalations, share of wallet) and be the go-to expert on conducting in-depth customer interviews to uncover emotional drivers beyond the data. Advocate for the member experience in cross-functional decisions, including product pricing, scheduling changes, crisis communications, brand messaging, and more
• Design and Execute Omnichannel Journeys: Define the critical trust-building moments in our foundational omnichannel journeys and partner with CRM, Product, and Operations to ensure consistent and seamless end-to-end delivery. Lead the creation and execution of innovative customer journeys, such as a primary doctor experience or hybrid virtual/clinic experiences
• Drive Workflow Improvements: Quarterback operational changes to elevate service quality and enhance trust, such as seamless booking of follow-ups or enhancing direct communication between doctors and members after an appointment
• Evolve Membership and Loyalty: Analyze membership program performance to ensure it drives member retention, engagement, and satisfaction, and quarterback changes as needed to achieve business goals. Develop and implement strategies to reward loyal members
• Expand Value through Pricing, Packaging, and New Revenue Lines: Lead the development of innovative pricing, packaging, and positioning strategies that enhance perceived value and member trust. Identify opportunities for creative product offerings and new revenue streams that drive upselling and cross-selling
• Optimize Customer Feedback and Recovery: Implement and oversee recovery budgets for credits or discounts, and stay up to date on industry best practices for building and recovering member trust
• Guide Team Excellence: Define and shape development of customer experience-focused training for clinic and virtual operations teams to ensure consistent, top-tier service delivery

Why You’d Be a Great Fit

• 3-5 years in high-performance environments (consulting, startups, etc.) with experience leading customer-focused insights projects blending qualitative and quantitative methods
• Relentlessly growth-minded, you do whatever it takes to win and get 1% better every day
• Thrives in ambiguity, creating structure from scratch, solving problems from first principles, and driving executional rigor
• Highly analytical and comfortable with data, skilled in Excel (SQL is a plus), and adept at uncovering emotional insights through user interviews
• Excellent communicator, able to influence and inspire diverse audiences, from front-line care professionals to technical teams to executives, driving cultural and operational change
• Balances high-level strategy with hands-on execution, shadowing workflows and tackling details to ensure continuous improvement
• Empathetic, collaborative, and highly self aware of your impact on others. Able to earn the respect and trust of our care team, doing do whatever it takes to ensure successful rollouts
• Based in LA (preferred), SF, or willing to relocate

The pay range for this position is $93,000-$137,000 (up to $119,000 in LA and up to $137,000 in SF); however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and equity grant units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the California Pay Transparency Act. Base pay information is based on geographic location.