Director – Member Services

As the Director of Member Services at Sollis Health — a members-only concierge healthcare company specializing in emergency and urgent care — you will serve as a strategic and operational leader responsible for overseeing new member onboarding, service recovery, and retention.

In this role, the Director ensures exceptional service delivery across all member touchpoints, drives satisfaction and loyalty, and leads a high-performing team committed to operational excellence and continuous improvement. As a key advocate for the member experience, the Director will work cross-functionally to champion the voice of the member and foster a culture of empathy, discretion, responsiveness, and unparalleled service.

Responsibilities

• Establish a strong service culture rooted in empathy, responsiveness, and accountability.
• Develop and implement a comprehensive member services strategy aligned with organizational goals and retention targets.
• Lead, coach, and manage the Member Services team to achieve retention goals and NPS benchmarks.
• Drive operational excellence through standard operating procedures, KPIs, and continuous feedback loops.
• Ensure a seamless and consistent member experience across all touchpoints — digital, phone, in-person, and written communications.
• Oversee and streamline onboarding, support, retention, and engagement initiatives. 
• Use data, surveys, and member feedback to identify trends and improve satisfaction.
• Partner cross-functionally with Marketing, Membership, Billing, Clinical, Product, and Operations teams to align member-facing initiatives and ensure a seamless experience.
• Represent the voice of the member in internal meetings and contribute to strategic decision-making. 
• Ensure all member-facing systems are optimized for usability and performance.
• Serve as the point of escalation for member issues and develop workflows for high-touch or VIP member segments, ensuring elevated service and personalized engagement.
• Optimize team priorities and structure for both service recovery and retention.
• Perform related duties as requested.

Qualifications

• 8+ years of experience in premium customer/member service role, with 3+ years in a leadership capacity.
• Proven ability to build and manage high-performing service teams.
• Strong analytical, communication, and organizational skills.
• Empathy driven with a strong commitment to hospitality and problem-solving.
• Experience with Salesforce, member databases, and reporting tools.
• Experience with luxury services or subscription /membership-based organizations

Range: $140,000- $180,000 per year + Bonus + Equity

This is the range of pay for New York City candidates only.  Sollis is a multi-state employer and this rate/range may not reflect the pay for positions that are performed solely in localities outside of New York. Furthermore, actual pay is dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, location, education, etc.

Our people are our greatest asset, so we designed a comprehensive compensation and benefit package that matches. Some of our offerings include: 

• Excellent benefits, including healthcare, dental, vision
• 401K with 3% match
• Unlimited PTO and Generous Sick Time
• 12 Observed holidays
• Free Sollis Health membership for you and your eligible family members
• Employee stock options offering 
• Annual professional development allocations  
• Modern, elegant, and high-end work environment