Member Experience & Operations Manager

Responsibilities

• Own day-to-day member operations across onboarding, renewals, card fulfillment, benefit redemptions, and other critical member touchpoints.
• Identify and eliminate friction across the member journey by improving workflows, documentation, SOPs, and cross-functional processes.
• Partner closely with Member Support to identify recurring member issues, understand root causes, and drive solutions with Product, Partnerships, and Operations.
• Analyze member health signals, including engagement, benefit usage, support trends, and renewals, to identify opportunities to improve the member experience and retention.
• Track benefit performance and operational issues, partnering with Partnerships to ensure benefits are accurate, easy to understand, and working as intended.
• Build and maintain actionable reporting around member experience, engagement, retention, and key operational metrics.
• Support member communications, including onboarding, engagement, and renewal messaging, in partnership with Marketing.
• Lead special projects that improve the member experience or make our operations more effective and scalable.
• Better visibility into the health of the member experience through useful reporting and insights.

Requirements

• 5+ years of experience in operations, customer or member experience, account management, or a similar role. Experience in membership, subscription, hospitality, or service businesses is a plus.
• Strong operational judgment and a track record of taking ownership of work from problem identification through resolution.
• Highly organized and process-minded, with an ability to turn messy situations into clear, scalable systems.
• Strong analytical skills and comfort using spreadsheets, reporting tools, and data to identify trends and make decisions. Experience with Looker or similar tools is a plus.
• Clear written and verbal communication skills and comfort working across multiple teams.
• Experience with HubSpot, Help Scout, or similar CRM and support platforms is a plus.
• Fluency with AI tools and an ability to use them to work more efficiently and improve processes.
• A genuine focus on creating a great member experience and a willingness to jump in wherever needed.

What Success Looks Like

• You’ll make the FoundersCard experience easier, more reliable, and more valuable for members. Success looks like:
• Smooth, reliable member operations with fewer errors, delays, and escalations.
• Higher member engagement and stronger renewal performance.
• Recurring member issues identified early and solved at the root.
• Clear, scalable processes that teams consistently follow.
• Strong cross-functional partnerships with Support, Partnerships, Product, and Marketing.

Compensation & Benefits

• Base salary: $90,000–$115,000
• Annual performance-based bonus

Comprehensive health and wellness benefits

Paid time off and additional employee benefits