VP, Member Experience

We are searching for a VP, Member Experience to join our team. You will report directly to the CEO. We are looking for someone with extensive people leadership experience in digital health, a seasoned business strategy operator skills at scaling businesses and an excellent communicator and change management expert who can lead the end-to-end member experience strategy, providing differentiated and innovative solutions to improve member outcomes, engagement and retention.

This influential role requires the evaluation and design of both new and existing member experiences informed by insights, analytics, and best practices. They will oversee and build a team of amazing MX content, community, support and care team professionals. We are excited to meet people of all backgrounds to help us put people at the center of their recovery. This position is remote friendly!

About the Role

• Reports directly to the CEO and is a member of the leadership team

• Seasoned Business Strategy & Data-Driven Member Experience Operator:

  • Proven ability to partner across the leadership team to define the operating model (agile methodologies, workflow, project planning) with an enterprise approach for end-to-end member engagement
  • Work closely with cross-functional leaders, to represent the voice of our members across the organization, influence product and marketing decisions and improve business operations
  • Able to prioritize & gracefully manage competing priorities with a data-driven approach to maximize business impact and improve member engagement outcomes
  • An established background in launching digital tools in partnership with IT and product teams to enhance the member experience and scale member experience operations

• Excellent Communicator & Change Management Expert:

  • A vibrant and engaging storyteller, with strong communication skills that can adapt effectively with a large organization, matrixed leadership team, and individuals
  • Strong leadership presence to inform senior leaders, build confidence, and influence decision making; ability to develop high-quality, professional presentations and present compellingly to audiences at all levels
  • Demonstrated success as a change agent, with both a willingness and ability to facilitate change and effectively address resistance
  • The courage to take an unpopular stand and push the org to make changes, but still collaborate and guide stakeholders without generating conflict
  • Ability to shift gears in response to a fast-paced and changing environment with shifting priorities

• Extensive People Leadership Expertise:

  • Experienced with leading diverse member experience teams, nurturing them to constantly learn and grow
  • Proven track record in guiding employees on how to care for members with incredible care & empathy while continuously improving our operations to scale our growth
  • Collect & synthesize member feedback and data-driven insights so the member experience team understands our members’ evolving journey and incorporate those insights to improve member engagement & meet departmental goals

Requirements

• 20+ years of relevant experience in organizational and people leadership roles
• Deeply aligned with the mission of Tempest
• Seasoned Digital Health Member Experience Leader with proven ability to evolve member experience strategy and operations to drive exponential growth/scale
• Proven ability as a growth-oriented business leader who has a successful track record leading teams that have served members that joined from direct-to-consumer or via enterprise (employer, payers)
• Passionate about serving as an innovative Growth Agent in a hyper-growth startup while nurturing a team to serve our members with great care & empathy
• Proven experience with designing and implementing seamless member journeys across all channels, aligned with member engagement and retention priorities to ensure the member experience is streamlined, personalized, and optimized
• Plan and develop member engagement strategies, supported by data-driven insights, to deliver a differentiated member experience
• Proven ability to build strong collaborative working relationships and act as trusted and objective advisor
• Strong operational focus & quantitative abilities to analyze data and make decisions

Benefits

• 18 days PTO
• 12 holidays including Juneteenth and "Fall-Food-Weekend (our inclusive version of Thanksgiving)
• Medical, Dental, and Vision insurance for employees, dependents, and spouses
• Free access to One Medical through Justworks
• Healthcare and Dependent care FSAs
• $75 monthly wellness stipend
• $500 annual learning & development budget
• Equity
• 401k
• No meeting Fridays
• A code of conduct with reporting structure

Working at Tempest

Tempest is a female-founded, digital recovery platform that works. Our mission as a modern alternative to traditional alcohol misuse treatment is to put people at the center of their recovery. We proudly serve a unique base of members who are largely ignored by the wellness and recovery industries. Our method is empowering, holistic, and a fraction of the cost of traditional treatment.

Our empathetic approach to our members mirrors how we work together as a team. We're a group of passionate and committed folks who believe in authenticity, support, and joy. Our employees are for each other - we put the team above all else. While you absolutely do not have to be sober to work at Tempest, several of us are, and we honor that by celebrating soberversarys and through an entirely sober social calendar.

Tempest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.