Head of Member Experience

Who we are

Fuzzy Pet Health is a membership-based pet wellness company that helps pet parents keep their pet healthy by broadening access to veterinary care.

At Fuzzy, we work every day to elevate wellness care for pets. We believe it shouldn’t be about episodic visits and unexpected bills any more. We’re creating a different type of relationship between vets and pet parents - one that is personal, empowering, and for the long haul.


The job

The Head of Member Experience will oversee the digital health, member support, and member service teams to deliver the best care & member experience possible. You will drive strong business performance through team productivity, financial reporting, performance reporting, building a strong team culture, and a strong understanding of tools that the team will use to perform at their best. The role is one of analytical rigor and continuous improvement.

You’ll be data driven and constantly striving for optimization while maintaining an obsession on the member experience.

What you'll do

  • Build out and lead an organization to enable Fuzzy to scale through all digital initiatives
  • Implement technology systems to optimize existing process and instrument the business.
  • Identify & prioritize the areas of improvement to optimize efficiency
  • Develop, instrument and report on performance and financial metrics with the leadership team
  • Work with Product and Engineering on how we build products to drive a more efficient and personalized member experience 

Who you are

  • A wearer of many hats who is as comfortable with Zendesk as leading a small team
  • Have the ability to communicate across teams to define and develop new tools and processes
  • Creativity in developing new processes and systems
  • Excellent at thinking strategically & seeing the big picture. Also able to go deep into operational problems; able to understand problems, prioritize, develop solutions and execute them
  • Entrepreneurial ability to own initiatives from ideation to completion
  • Data-driven decision maker with a strong bias for action and fast experimentation
  • 5+ years experience in a customer facing role leading a small team

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