Member Experience, VIP

📋 Description

• • As a VIP Member Success Associate at Function Health, you will be instrumental in delivering an unparalleled, white-glove experience to our most influential and high-impact members. These individuals are pivotal to Function's trajectory, and their journey with us must reflect this significance at every interaction. This role demands a proactive, detail-oriented, and exceptionally reliable professional who can navigate dynamic, high-pressure situations with grace and efficiency.
• • You will serve as the primary point of contact for VIP members and their support networks, including executive assistants, managers, and agents. Your role involves managing all facets of their engagement with Function, ensuring seamless coordination and a consistently elevated experience.
• • A critical aspect of this position is understanding the strategic context behind each VIP relationship. Whether they are high-profile individuals from enterprise partnerships, key figures in marketing initiatives, or influential media personalities, you will adapt your approach to communication, coordination, and overall experience design to align with the specific business objectives and personal needs of each VIP.
• • You will be responsible for the end-to-end coordination of all service logistics. This includes meticulously managing appointments for mobile phlebotomy, lab visits, and diagnostic scans. This requires close collaboration with both internal teams and external vendors, often under tight deadlines and with resource constraints. Your ability to liaunt effectively with executive assistants, talent teams, and other representatives will be crucial for success.
• • The role involves supporting and executing in-person VIP moments. These could range from exclusive private events and executive visits to high-touch activations designed to deepen relationships and powerfully showcase the Function experience. Your involvement will ensure these moments are flawlessly executed and leave a lasting positive impression.
• • You will manage all communication channels—calls, chat, SMS, and email—with the utmost clarity, professionalism, and empathy. This includes navigating complex multi-party threads and ensuring all parties are informed and aligned.
• • Owning the membership journey means meticulously tracking each phase with detailed documentation. You will ensure no detail is overlooked and that all information is accurately captured across our systems, providing a comprehensive overview of each VIP's progress and needs.
• • Proactive problem-solving is paramount. You will anticipate potential issues before they arise, acting as a forward-thinking troubleshooter and the primary escalation point for VIP members. Your ability to identify and resolve challenges swiftly will be key to maintaining member satisfaction.
• • Occasional availability outside of traditional business hours will be necessary to accommodate urgent timelines or the specific availability constraints of VIP members. This flexibility is essential for providing on-demand support.
• • You will become a Function expert, serving as a go-to resource for all aspects of the member experience, including labs, billing, results interpretation, scheduling, troubleshooting, renewals, and platform utilization. The goal is to own the entire experience without requiring handoffs, ensuring a unified and efficient service.
• • Regular communication with your manager and other stakeholders is vital. You will provide timely updates on status, potential risks, and any member-specific nuances that require broader awareness.
• • As a program builder, you will contribute to the development of our VIP infrastructure. This includes supporting the creation of new systems, refining documentation, and implementing process improvements as part of foundational project work, helping to scale our VIP offering.
• • This role is highly dynamic and does not adhere to a traditional schedule. It requires comfort operating on demand, responding rapidly to shifting priorities, and stepping in when needed, which may include last-minute travel. Adaptability, responsiveness, and a willingness to move quickly are core to thriving in this environment.
• • You will embody Function's core values, including Ruthless Prioritization, Member-First Always, One Team Moving Fast, Radical Ownership, Mission Over Ego, and Sustained Integrity in Every Detail, ensuring every action aligns with our mission to empower members to live 100 healthy years.