Member Services Manager

4w4 weeks ago

Twin Health

US · Full-time · $110,000 – $120,000

About this role

The Member Services Manager plays a central role in delivering on Twin's mission by ensuring every member receives a consistent, high-quality experience from enrollment through long-term engagement in the program. As Twin scales rapidly, this role is the operational backbone of member retention, owning the strategy and execution that keeps members feeling supported and on track toward meaningful health outcomes.

This role leads and develops a multifunctional member services team through scale, maintaining service quality and team engagement throughout. The manager builds program and infrastructure from the ground up where none currently exist, architecting workflows, escalation paths, and touchpoints that deliver consistent, high-quality experiences.

Working closely with operations, product, and marketing leadership, this role serves as a cross-functional connector between care teams, product, and marketing. The manager runs recurring forums to surface member insights and aligns priorities across departments to improve member retention and satisfaction.

This role reports to the Senior Director of Clinical Performance and Innovation and leads a team of 4 services staff. Twin is scaling rapidly across the U.S. and globally, offering an opportunity to build impactful retention programs within an innovative digital health company.

Requirements

Proven experience in member services, customer success, or retention management, preferably in a digital health or high-growth environment
Demonstrated ability to lead and develop a team through periods of rapid scaling while maintaining service quality and engagement
Strong strategic thinking and operational execution skills to build programs and infrastructure from the ground up
Experience designing and iterating on workflows, SOPs, and escalation paths for member-facing services
Ability to partner cross-functionally with operations, product, and marketing to drive retention and experience outcomes
Data-driven mindset with experience using CRM, member engagement platforms, and workflow tooling to support operational scale
Excellent communication and presentation skills for leading recurring forums, surfacing member insights, and reporting on retention metrics to leadership

Responsibilities

Own retention and churn prevention strategy and operations end-to-end, developing and continuously improving data-driven programs and communications in partnership with operations, marketing, and product teams
Build program and infrastructure from the ground up where none currently exists, identifying multiple pathways to drive member value and retention outcomes
Architect workflows, escalation paths, and touchpoints that deliver consistent, high-quality experiences
Lead and develop a multifunctional member services team through scale, maintaining service quality and team engagement throughout
Identify revenue opportunities associated with member retention and satisfaction initiatives, demonstrating clear linkage between retention metrics and business impact in leadership reporting
Serve as a cross-functional connector between care teams, product, and marketing, running recurring forums to surface member insights and align on priorities
Design and iterate on SOPs, tooling assessments (including CRM, member engagement platforms, and workflow tooling), and reporting frameworks that support operational scale
Build and deliver internal training programs and change management resources to support team growth and process adoption

Benefits

Opportunity to work remotely with a flexible work environment
Joining a team that has been recognized as one of Newsweek's Top Most Loved Workplaces
Be part of a purpose-driven company that empowers people to improve metabolic health and happiness
Work with a passionate, collaborative team united by a shared mission