Member Experience Manager

Job description

Company Overview Ezra's 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: The perfect Member Experience Manager is obsessed with the member experience. Not in a "I care about customers" way—in a "I cannot sleep until I understand exactly why this happened and have permanently fixed it" way. When something goes wrong for a member, you're already three steps deep into root cause before anyone else has finished reading the feedback. In this role, you own NPS end-to-end and hold white-glove accountability for every VIP and influencer interaction. You lead a team, build systems that scale, and have the rare ability to...