Location Notice: US - Remote for those outside the NYC area.
NYC employees are hybrid.
Company Overview: Ezras mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs, and is available at over 180+ imaging facilities in 150 cities across the US and abroad.
We believe in empowering people to make their own health decisions, so we are offering Ezra as a direct-to-consumer scan. Our members visit a partner imaging center to get an MRI scan and receive an AI-powered report from an Ezra Medical Provider.
As of May 2025, Ezra is part of Function Health, bringing together the most advanced imaging and the most comprehensive blood testing solutions into a single offering.
Role: Own our member experience strategy with a primary focus on driving NPS and maintaining exceptional satisfaction as we scale. Youll leverage advanced analytics and AI tools to analyze every feedback signal, identify systematic friction points, and drive cross-functional improvements that prevent issues from recurring.
Weve grown 5x in the last 6 months and are projecting similar hypergrowth next year. This rapid scaling creates constant operational challenges: what worked at 500 members breaks at 5,000. New friction points emerge daily as partnership complexity grows, while scale amplifies every existing friction point, turning minor inefficiencies into systematic breakdowns and small process gaps into daily crises.
We need someone who stays one step ahead using AI-powered analysis, anticipating challenges before they surface and addressing root causes once they show up in NPS data, identifying breaking points in current processes before they impact members, and implementing proactive solutions that scale. Youll spot the early warning signs when response times start creeping up, when specific journey touchpoints show satisfaction drift, or when operational changes inadvertently create member friction. Then youll move fast to fix it systematically with the goal of delivering an exceptional experience to every member.
This isnt about reacting to todays problems. Its about building the member experience infrastructure that works at hundreds of thousands of members while maintaining the personalized, exceptional service that made us successful at 500. Youll need to balance maintaining our high-touch experience with operational efficiency, leverage AI and automation to eliminate friction without losing the human connection, and ensure every improvement you implement works at 10x our current scale.
Key Responsibilities:
NPS Excellence & Systematic Problem Solving
Analyze every piece of member feedback to identify patterns and root causes
Solve problems systematically so they never happen again, not just fix today's issue
Drive NPS from the current baseline through data-driven improvements
Own the complete improvement cycle from identifying the issue, to developing the solution, to implementation, to measuring impact
Data Analysis & Insights
Leverage AI and analytical tools to extract actionable insights from NPS data and member feedback
Monitor trends to catch emerging issues before they become systemic problems
Build dashboards and tracking systems that provide real-time visibility into member satisfaction
Run rapid experiments, measure results, and iterate based on data
Cross Functional Leadership
Translate member insights into clear, actionable recommendations for Product, Operations, and Clinical teams
Build strong relationships with stakeholders and influence priorities across the organization
Follow through relentlessly to ensure other teams implement necessary changes
Present data-driven recommendations to senior leadership and drive accountability for outcomes
Qualifications/Skills:
Systematic Problem Solving
Proven ability to identify root causes in customer feedback, implement scalable solutions that prevent recurring issues, and drive measurable improvements in member satisfaction metrics through data-driven decision-making and rapid experimentation cycles
Data, Analytics & AI Fluency
Expert-level analytical skills with hands-on experience using AI tools, data platforms, and business intelligence systems to extract actionable insights from customer feedback, build tracking dashboards, monitor trends, and translate complex data patterns into clear recommendations
Cross-Functional Influence & Execution
Demonstrated ability to translate member insights into actionable recommendations for Product, Operations, and Clinical teams, build strong stakeholder relationships without direct authority, and follow through relentlessly to ensure implementation and measure outcomes
Operational Excellence in Scaling Environments
Experience building processes and systems that scale efficiently while maintaining quality, managing customer support platforms and operational tools, and thriving in startup environments where priorities shift rapidly, and execution speed is critical
Communication & People Leadership
Exceptional written and verbal communication with the ability to present data-driven insights to senior leadership, coach team members on systematic thinking and problem-solving, and maintain collaborative relationships across all organizational levels
Core Experience Requirements:
Preferred Qualifications:
What's in it for you?
As the Manager of 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. Youre also going to have access to benefits such as:
Our commitment to diversity and inclusion:
We are aiming to build a diverse team and an inclusive company culture. We are an equal opportunity employer and do not discriminate based on race, ethnicity, nationality, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.
Important Notice:
Ezra is a wholly owned subsidiary of Function Health.
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 process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com.