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Manager, Member Experience

Modern Animal

Modern Animal

Los Angeles, CA, USA
Posted on Saturday, May 4, 2024

Modern Animal is looking for a Manager, Member Experience to forge and nurture the core experience of how all Modern Animal members access care both in person and virtually. A seamless omnichannel experience is a big part of what sets Modern Animal apart for our members, which means you’ll play an instrumental role in driving consumer satisfaction, retention, and lifetime value. You will report directly to the Director of Experience and join a collaborative, world class team of veterinary experts, operators, product managers, engineers, and marketers that solve problems with thoughtfulness, empathy, and speed. Together, we are building a better place for pets and all of us who love them.

The Manager, Member Experience role is for truth seekers who enjoy solving complex problems, working across the organization, and executing to bring strategies to life. You will drive the expansion and management of a strategic roadmap involving unique and innovative customer solutions. On a typical day, you might lead a new initiative, shadow clinics or virtual care to find hidden problems that affect our members, investigate member data to help drive a decision, review customer anecdotes, or champion member needs to business and product teams. Each and every day, you’ll make sure we never stop learning & executing.

This role is perfect for someone who wants to develop a strategic mindset as well as the operational rigor to bring that strategy to life within a fast-paced culture. The ideal candidate is a self-starter who can think strategically and analytically while managing and executing the day-to-day work necessary to achieve our goals. You must have experience with blending analytics and creativity to scope and solve complex problems, experience managing projects from start to finish, and above all else you must be passionate about advocating for our customers.

What You’ll Be Working On

  • Take our omnichannel customer experience to the next level by driving the expansion and management of a strategic roadmap involving unique and innovative customer solutions, collaborating closely with Operations, L&D, Product, Finance and Marketing to increase key measures of consumer satisfaction, retention, and lifetime value
  • Develop programmatic solutions for voice of customer, including both qualitative solutions (surveys, anecdotes, interviews, shadow visits, competitive benchmarking) and quantitative ones (life cycle analytics, cohort analytics, behavior, spend)
  • Define and articulate Modern Animal’s customer types, segmentation, and their user journey with the most common medical use cases. The outcome is a world-class consumer program that enables all cross-functional teams to deliver on our promise of medical excellence, transparency, and accessibility
  • Analyze and report on current membership metrics and economics and play a key role in evolving current program understanding and future program strategy
  • Serve as the go-to on pricing strategy, partnering with finance to standardize pricing methodology to support broader growth goals
  • Rigorously scrutinize the member experience across clinics and virtual care to understand the drivers of and trends in experience and move swiftly to programmatically identify, prioritize and execute initiatives that improve our customer’s experience
  • Build relationships across Modern Animal teams to deliver on your roadmap. Partner with product, operations services, finance, and marketing to fix issues that affect customer experience and may impair the team’s ability to meet strategic, product, and technical goals.

Why You’d Be a Great Fit

  • You thrive in ambiguity. You excel in creating structure out of nothing. You have experience handling requests from a variety of different channels efficiently and effectively, and diving into difficult problems and coming up with a plan. Rapid change and learning is exciting to you
  • You solve problems from first principles. You’re excited to solve problems in innovative ways, and you’re excited to develop the optimal strategy for best serving our customers
  • No job is beneath you. You’re equally comfortable operating at 10,000 feet and 1 foot. You don’t hesitate to get in the weeds and operate at the lowest level of detail, but you’re just as comfortable thinking long-term. This means everything from high-level strategy to reading every piece of feedback and diving deep into specific issues to drive continuous improvement
  • You’re analytical and have a track record of diving deep and asking the right questions. You are comfortable and/or excited about modeling in Excel (business modeling, such as loyalty programs or labor models). You are comfortable leveraging data to answer complex business questions and create a compelling narrative. SQL and similar are not a requirement
  • You are a thoughtful communicator and can tailor clear and concise communication to all levels and types of audiences, including executives, care teams, technical teams, other business teams, and members
  • You’re empathetic. You are highly self aware of your impact on others and will earn the respect and trust of our care team. You understand that customer experience is dependent on care team experience, and you will do whatever it takes to partner with our care team to ensure successful rollouts
  • You’re a team player. You are able to influence cross-functional stakeholders and can prioritize based on business needs. You have a track record of leading initiatives, hitting goals, and succeeding in a cross-functional team environment
  • You have 3+ years of experience. More importantly, you’re relentless. You do whatever it takes to win, get 1% better every day, and scale something completely new. You’ve succeeded in a high performance cultures, and speed excites you (whether in consulting, tech, private equity, or a related experience)
  • Based in San Francisco or Los Angeles, or willing to relocate

What you can expect from us:

  • Excellent medical, vision, & dental coverage with various options to choose from
  • Free membership to One Medical for primary care
  • Access to behavioral and mental health services through Ginger
  • 401k savings plan with a company match
  • Flexible time off & paid parental leave
  • Free membership to Modern Animal for your pets and discounts on extra services
  • A highly engaged and collaborative team who has your back and will welcome you as part of our pack

The pay range for this position is $90,000 - $140,000 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and equity grant units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the California Pay Transparency Act. Base pay information is based on geographic location.

We believe an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission. We’re not looking for candidates who are “culture fits.” We’re looking for candidates who can expand our culture and challenge business as usual. We strive to foster an environment where all staff can bring their whole selves to work, by their own definition, and we strive to provide all candidates with an equitable and accessible recruitment process.

We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.

In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If we can offer accommodations for you in the recruitment process, or if you have feedback on how to make our recruiting more equitable or accessible, please let us know!