[Hiring] Member Services Manager @Twin Health

Role Description

The Member Services Manager plays a central role in delivering on Twin's mission by ensuring every member receives a consistent, high-quality experience from enrollment through long-term engagement in the program. As Twin scales rapidly, this role is the operational backbone of member retention — owning the strategy and execution that keeps members feeling supported, engaged, and on track toward meaningful health outcomes. The role partners closely with operations, product, and marketing leadership to deliver on core retention and experience metrics. This role reports to the Senior Director of Clinical Performance and Innovation and leads a team of 4 services staff.

Responsibilities

• Own retention and churn prevention strategy and operations end-to-end — develop and continuously improve data-driven programs and communications in close partnership with operations, marketing, and product teams.
• Build program and infrastructure from the ground up where none currently exists, identifying multiple pathways to drive member value and retention outcomes.
• Architect workflows, escalation paths, and touchpoints that deliver consistent, high-quality experiences.
• Lead and develop a multifunctional member services team through scale, maintaining service quality and team engagement throughout.
• Identify revenue opportunities associated with member retention and satisfaction initiatives; demonstrate clear linkage between retention metrics and business impact in leadership reporting.
• Serve as a cross-functional connector between care teams, product, and marketing — running recurring forums to surface member insights and align on priorities.
• Design and iterate on SOPs, tooling assessments (including CRM, member engagement platforms, and workflow tooling), and reporting frameworks that support operational scale.
• Partner closely with product on workflow mapping and feature development to reduce operational friction and improve member retention.
• Build and deliver internal training programs and change management resources that drive workflow adoption and long-term sustainability.
• Other duties as assigned.

Qualifications

• 5+ years of experience in member experience, customer service, or operations leadership, ideally in a high-growth or healthcare environment.
• Strong data fluency and comfort building dashboards and presenting findings to leadership.
• Demonstrated success designing and scaling retention or churn prevention strategies from the ground up, including metrics, playbooks, and cross-functional workflows.
• Skilled at cross-functional collaboration and influence across care, product, marketing, and leadership stakeholders.
• Track record of leading teams through significant process transformation while maintaining high service quality.
• Experience managing or developing member-facing communications (emails, escalation templates, program updates); strong written and verbal communication skills.
• Comfort working in ambiguous, fast-moving environments where the playbook is still being written; bias toward building, iterating, and documenting as you go.
• Commercial acumen and experience tying retention and satisfaction outcomes to revenue impact.

Requirements

• This remote opportunity based out of the U.S. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Benefits

• The compensation range for this position is $110,000 - $120,000 annually.
• A competitive compensation package in line with leading technology companies.
• A remote and accomplished global team.
• Opportunity for equity participation.
• Unlimited vacation with manager approval.
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents.
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options.
• 401k retirement savings plan.