Operations Manager, Member Experience at Function Health in Austin, TX

Operations Manager, Member Experience Company: using technology to improve people’s lives, we would love to hear from you COMPANY OVERVIEW: Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. Through advanced diagnostics, deep biomarker testing, longitudinal data, and AI-enabled insights, Function equips hundreds of thousands of members with the intelligence to take control of both the quality and length of their lives. Function has been recognized as one of Fast Company's Most Innovative Companies of 2024 and is venture-backed by Andreessen Horowitz (a16z), with a recently announced $298M Series B. Function's Imaging Team powers one of the most advanced cancer screening platforms in the world, offering AI-driven MRI scans across 13 organs at 180+ imaging facilities in 150+ cities across the US and abroad. This infrastructure sits at the core of Function's mission to move healthcare from reactive to proactive, and is scaling rapidly as part of the company's next chapter of growth. We are building a world-class team that believes deeply in that mission, operates with a relentless bias toward action, and brings the technical rigor to match the ambition. THE ROLE You don't wait to be handed a plan. You see the problem, figure out the fix, and ship it before someone else finishes writing the brief. We operate AI-first. The people who thrive here have fundamentally changed how they work and keep changing it. They're always testing what's new, replacing yesterday's workflow with something faster, and building things with AI that would have taken a full team six months ago. They pick up new tools before anyone asks them to, they automate what others still do by hand, and they hold themselves to one question: what can AI do better and faster than anyone else can today. This role owns two things: the VIP and influencer experience end-to-end, and NPS for the Imaging Team. That means you're building the systems, the playbooks, the automations, and the team that makes 95%+ promoter rates not just possible but repeatable. You identify the problem, find the tool, build the process, and ship it. Nobody hands you the approach. Here's a real example of the kind of work this is: members arrive at their scan not knowing what to expect. You identify it as a friction point from the feedback data. You find an AI video tool, produce a "what to expect" explainer, figure out where it fits in the journey, get it into the email and text flows, and ship it. That's the job spotted, solved, done. You'll lead a small team, but the leverage is systems and AI, not headcount. You raise the floor by building infrastructure that scales, not by adding people every time volume grows. This is a high-growth role at a high-growth company. The right person will earn more scope fast, Function is scaling rapidly and the people who prove they can own outcomes don't stay in a box for long. If you want a role where someone hands you a strategy deck to execute, this isn't it. If you want to own the outcome, make the call, and build something real, keep reading. WHAT YOU'LL OWN VIP & Influencer Experience • Own the complete experience for every VIP member and influencer from initial coordination through post-scan follow-up • Design new touchpoints that consistently hit 95%+ promoter rates • Maintain real-time tracking that keeps internal stakeholders informed without anyone having to ask NPS & Member Satisfaction • Own the Imaging Team's NPS program end-to-end - data collection, trend analysis, root cause identification, and closed-loop improvement • Coordinate the product tickets and cross-functional fixes that come out of member feedback • The expectation is not to surface problems, it's to eliminate them Systems & Automation • Build and maintain the SOPs, workflows, and AI automations that let quality scale with member volume • If something is happening manually that shouldn't be, fix it Team Leadership • Build and coach a high-performing member experience team • Set and hold clear performance standards • Develop people toward those standards through coaching, feedback, and accountability WHAT WE'RE LOOKING FOR • 6–10 years in strategic operations or member experience at a venture-backed startup or recently public company, hard requirement • Managed a team of at least 3 people with a track record of building or meaningfully improving operational processes in high-growth environments • Genuinely fluent with AI tools, not as a talking point, but as a default; you've shipped things with them • Communicates clearly and proactively, translates ambiguous situations into something people can act on and keeps the right people informed without being asked Nice to have: • Healthcare, wellness, or subscription consumer background • Hands-on experience with Intercom or similar member communication platforms • Background in VIP or concierge service WHAT'S IN IT FOR YOU?: As the Operations Manager, 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: • Competitive Salary • 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.