Head of Member Experience

Position Overview

The Head of Member Experience serves as the strategic leader responsible for operational excellence, technology enablement, and a seamless, high-quality member experience. This role ensures team efficiency and continuous improvement across all service channels, acting as the bridge between Member Services, agentic agents, and leadership to translate on-the-ground insights into strategic action.

• Execute our vision for seamless members experience that delivers Four Seasons like service across member communications, scheduling and onboarding
• Partner with other department leaders to ensure member issues are handled thoughtfully, on-time, in-full, including Sales & Marketing, Finance, and Market Leaders
• Hire and train team members that fit with our culture and deliver to our expected service levels

• Continuous improvement of agentic responses for accuracy and next step decision from member tickets in Gorgias, building on prompting and structure created by the technology team
  • Assist dev team in improving automated AI responses by contributing scenarios for the prompting and fine tuning responses.
• Work with dev team on defining rule sets for ticket assignments in Gorgias
• Audit customer communications (email, phone, chat, etc.) to ensure tone, accuracy, and consistency with brand standards
  • Includes the monitoring of an “urgent” folder we’re creating w/ AI

• Identify process issues and recommend improvements to streamline scheduling, onboarding, QA, and communication workflows.

• Enhance Quiq messaging logic and communication flows to deliver accurate, relevant, and human-like responses to customer inquiries.
• Identify and lead integration opportunities between Quiq and Airtable (i.e. turning Quiq messages into Airtable repairs, merging Quiq conversations into the Member Comms section in Airtable, etc.)
• Evaluate and improve the customer portal (Softr) to improve usability, design, and overall member experience.
• Develop and maintain internal tech documentation and “how-to” guides for team tools (Quiq, Airtable, Gorgias, Softr).

• Run point on high touch customer situations (escalations) that require triage and careful problem solving to maintain customer satisfaction.
• Define clear triggers and pathways (escalation protocols) for when issues should move from frontline reps to leadership.

• KPI Development:
  Define and analyze KPIs for Member Services operations to measure onboarding efficiency, communication turnaround, and customer satisfaction, translating data into actionable insights.
• Create dashboards/reporting for leadership visibility on the above performance metrics.