Member Experience, VIP

Function Health

About The Position

As a VIP Member Success Associate, you’ll be responsible for delivering a white-glove experience to Function’s most high-impact members. These individuals have the potential to shape Function’s future, and their experience must reflect that significance at every touchpoint. These members are high stakes, high visibility, and have a mandate to go above and beyond. VIP members often enter the program through strategic partnerships, enterprise relationships, marketing initiatives, or media opportunities. This role requires an understanding of the broader business context behind each VIP relationship and the ability to tailor the member experience accordingly. This is a highly visible position that requires strong communication skills, keen attention to detail, operational excellence, and an ability to handle dynamic, high-pressure moments. When something is unclear, you dig in. When something needs fixing, you take ownership. You are equal parts service-minded, operationally sharp, and unshakably reliable.You’ll report directly to the VIP Member Experience Manager and work alongside internal teams to provide a world class experience and ensure no stone is left unturned. Please note – This role is highly dynamic and does not follow a traditional schedule. The nature of the work requires someone who is comfortable operating on demand, responding quickly to changing priorities, and stepping in when needed—including last-minute travel. Flexibility is essential; plans may shift rapidly, and the ideal candidate thrives in an environment where adaptability, responsiveness, and a willingness to move quickly are part of the job.

Requirements

3-5 years of experience in an in-person client-facing capacity and an operations-heavy role.
Proven experience working with high-profile or high-touch individuals and managing multi-stakeholder communications.
Strong written and verbal communication skills, especially in live support, phone calls and complex email threads.
Highly organized with excellent judgment, discretion, and attention to detail.
Experience handling logistics coordination, such as scheduling and external vendor relationships.
Comfortable working in environments where systems are evolving and processes may still be manual.
Experience using tools like Google Workspace, Slack, and spreadsheets to stay organized and move quickly.
Experience coordinating with executive assistants, talent teams, or senior stakeholders in high-touch environments.
Willingness to work flexible hours when needed, including occasional evenings or weekends for high-priority member needs.

Responsibilities

Primary Point of Contact: Act as the main liaison for VIP members and their teams (e.g., executive assistants, managers, agents), delivering white-glove support throughout their Function experience.
Strategic Relationship Awareness: Understand the context behind each VIP relationship (e.g., enterprise prospects, marketing partnerships, media opportunities) and adapt communication, coordination, and experience design accordingly.
End to End Coordination: Manage all aspects of service logistics, including mobile phlebotomy, lab visits, and scans, by collaborating with both internal stakeholders and external vendors under tight timelines and limited resources, including coordination with executive assistants, talent teams, and other representatives.
VIP Experience Execution: Support in-person VIP moments such as private events, executive visits, or high-touch activations that strengthen relationships and showcase the Function experience.
Communication Management: Independently handle all channels of communication (calls, chat, SMS, email) with clarity, professionalism, and empathy, including complex multi-party threads.
Own Membership Journey: Meticulously track each phase of the member journey with detailed documentation, ensuring no thread is dropped and every detail is captured across systems.
Proactive Problem Solving: Anticipate and resolve issues before they escalate by acting as a forward-thinking troubleshooter and escalation point.
Urgent & Off-hours support: Provide occasional availability outside traditional business hours to accommodate urgent timelines or member availability constraints.
Function Expert: Serve as a go-to expert across labs, billing, results, scheduling, troubleshooting, renewals, and platform use, owning the full experience without handoffs.
Stakeholder Communication: Keep your manager and other stakeholders informed through regular updates on status, risks, and member-specific nuances.
Program builder: Support the development of VIP infrastructure by contributing to systems, documentation, and process improvements as part of foundational project work.