Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Today, Parsley Health is the nation's largest healthcare company helping people suffering from chronic conditions find relief with holistic medicine. Our work is inspired by our members’ journeys and our actions are focused on impact and results.

The opportunity:

In this role, you will collaborate closely with the clinical and operations teams to offer a best-in-class member experience. You will be responsible for being a leader to direct the Member Experience team.  You will set the tone for assisting members with questions or concerns about their membership in line with our company retention and renewal targets, collecting and analyzing user feedback and behavioral data to identify ways we can improve our experience, and contributing to strategic and proactive initiatives to help the member experience team improve and scale. You are an expert in MX foundations and are comfortable navigating ambiguity. You are solving for one-to-many to maximize impact and efficiency.

You are responsible for leveling up member interactions and escalations and coach team members in the MX org. You create and execute relevant projects and OKR initiatives - you track progress to goal, outcomes and bring any collaborators and end users along. You are comfortable with data, analytics and insights work in relation to MX functions (engagement, retention & churn) and use this to drive project creation and management.

You are energized by exceeding our members’ expectations and act as a beacon of support to coordinators and MXAs looking for guidance. You are responsive and solution oriented when engaging with members and seek patterns across escalated member scenarios. You enjoy using data to recommend and improve processes and projects. 

You are a leader on the team and represent the voice of the member/MX to other Leads/Managers across the company. You are there to support up and coming team members and the MX senior leadership.  You have mastered MX daily tasks and are part of improving daily processes to work smarter not harder. You are comfortable with data, analytics and insights work in relation to MX functions (engagement, retention & churn) and use this to drive project creation and management. This role reports into the Senior Director of Member Experience.

What you’ll do: 

• Create a culture of “we are all in Member Experience” 
• Personally engage with members around their renewal timeframe or when they raise questions or concerns about their membership experience
• Conduct cancellation and feedback calls with current members to gain insights into the drivers of churn and escalation
• Serve as the “voice” of the customer, regularly interacting with the internal team(s) to  inform business judgements and shape new product conversations
• Solve member escalations and coordinate amongst teams with little to no oversight.
• Build and shape the team's policies, training and problem solving tools around member escalations and sensitive members.
• Look upstream to create proactive plans and solutions over reactive ones
• Gather, review and share insights from member data & feedback to stakeholders across the company
• Effectively use software tools like our billing and messaging platform to engage with members and keep their profile current
• Assist and educate the team with day-to-day member communication and escalated (sensitive) members

What you’ll need: 

• At least 2-3 years of experience in a customer relationship management role (customer support, customer experience, or similar) within a fast-moving company
• Proficiency using data to make informed choices (ideally within Google Sheets, Looker or a similar system) to obtain buy-in from key stakeholders
• Proficiency in Excel, a software analytics platform and/or CRM systems
• Highly refined communication skills across phone, in-person, and electronic messaging conversations and experience managing difficult customer situations is a plus
• Project planning and management experience
• An interest and passion for your own health and wellness and that of others

Not required, but it would be great if you also have:

• Experience with ZenDesk, Stripe or similar membership management systems
• Experience using data analytics to tell stories
• User research experience
• Healthcare or clinical experience/education

Benefits:

• Competitive compensation package
• Meaningful equity stake
• Complimentary Parsley Health Complete Care membership
• Medical, Dental, and Vision insurance
• 401K + Employer Matching
• Commuter benefits
• Flexible work environment
• Generous 4+ weeks of paid time off

At Parsley Health we believe in celebrating everything that makes us human and are proud to be an equal opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members.

​​We also recognize that some people aren’t comfortable applying for a role unless they meet 100% of the listed qualifications. If you’re on the fence or unsure if your experience perfectly matches our job posting, we still encourage you to apply! We have a section of our application where you can explain why you’d be a good fit for this position even if you don’t meet every qualification listed.

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