Director – Member Services

8+ years of experience in premium customer/member service role, with 3+ years in a leadership capacity
Proven ability to build and manage high-performing service teams
Strong analytical, communication, and organizational skills
Empathy driven with a strong commitment to hospitality and problem-solving
Experience with Salesforce, member databases, and reporting tools
Experience with luxury services or subscription/membership-based organizations

Establish a strong service culture rooted in empathy, responsiveness, and accountability
Develop and implement a comprehensive member services strategy aligned with organizational goals and retention targets
Lead, coach, and manage the Member Services team to achieve retention goals and NPS benchmarks
Drive operational excellence through standard operating procedures, KPIs, and continuous feedback loops
Ensure a seamless and consistent member experience across all touchpoints — digital, phone, in-person, and written communications
Oversee and streamline onboarding, support, retention, and engagement initiatives
Use data, surveys, and member feedback to identify trends and improve satisfaction
Partner cross-functionally with Marketing, Membership, Billing, Clinical, Product, and Operations teams to align member-facing initiatives and ensure a seamless experience
Represent the voice of the member in internal meetings and contribute to strategic decision-making
Ensure all member-facing systems are optimized for usability and performance
Serve as the point of escalation for member issues and develop workflows for high-touch or VIP member segments, ensuring elevated service and personalized engagement
Optimize team priorities and structure for both service recovery and retention
Perform related duties as requested

No preferred qualifications provided.