About us:

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 health care 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:

As the Director, Member Experience, you will be responsible for our 10 person and growing membership experience team that supports our thousands of members throughout their chronic disease healing journeys. You will grow, improve, execute through, and redesign the team as our company scales in the years ahead. You will also be an important voice in our company’s Leadership Group, contributing to cross-company strategy and leading cross-company initiatives.

This role reports the SVP, Clinical Operations.

You will be responsible for:

  • Team Leadership: Lead a customer service function that scales over time to consistently meet or exceed service, retention, renewal, and P&L goals
  • Strategy: Set and bring to life a medium-to-long term Member Experience strategy, with supporting business cases, that serves our members, operations, and business results/financial outcomes
  • Member engagement design: Design and execute customer journey playbooks that optimize retention and renewal, including happy, sensitive, and VIP member paths
  • Measurement and insight: Evolve our analytical lens to better measure and understand member experience health, and share understanding throughout your team and the broader organization including executive and all company communications
  • Operational excellence: Measure and improve your team’s performance through operational, training, and capacity planning best practices
  • Culture: Promote a patient-centric culture with the Membership Experience, Product, and broader Clinical teams. Foster team excellence, entrepreneurship, wellbeing, and inclusion
  • Company Leadership: As part of the Leadership Group, represent your team and the member perspective while collaborating with other company leaders on cross-company strategy, while owning business critical cross-company initiatives and outcomes initiatives

You'll need:

  • 8+ years of experience in member experience or customer success operations
  • 3+ years directly managing with history of strong followership - hiring, developing, upleveling, and retaining your team
  • Proven track record of planning and execution against team’s operational metrics, including customer satisfaction and team efficiency
  • Excellent problem solving skills using data analytics to set up and drive strategic decisions, within your team and collaboratively with partner teams
  • Strong communication skills including preparing and delivering executive insights and recommendations
  • Deep understanding of the customer lifecycle and how to measure, understand, and best support

Benefits:

  • Great 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. 

#LI-Remote

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Parsley Health are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.