Member Services Manager

Twin Health At Twin Health, we empower people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care. Twin Health is the only company applying AI Digital Twin technology exclusively toward metabolic health. We start by building a dynamic model of each person’s metabolism — drawing on thousands of data points from CGMs, smartwatches, and meal logs — that maps their personal path to better health. Guided by a dedicated clinical care team, our members have lowered their A1C below the diabetes range, achieved lasting weight loss, and reduced or even eliminated medications, all while living healthier, happier lives. Working here Our team at Twin Health is passionate, talented, and united by a shared purpose: to improve the metabolic health and happiness of our members. We believe in empowering every Twin to make a meaningful impact for our members, our clients, and each other, while enjoying a supportive, collaborative work environment. Twin has been recognized not only for our innovation but also for our culture, including: Innovator of the Year by the Employer Health Innovation Roundtable (EHIR), selected to CB Insights’ Digital Health 150, and named one of Newsweek’s Top Most Loved Workplace® . With more than $100 million raised in recent funding, including a $53 million Series E round in 2025 led by Maj Invest, and a $50 million investment in 2023 led by Temasek, Twin is scaling rapidly across the U.S. and globally. Backed by leading venture firms like ICONIQ Growth, Sequoia, Sofina, Temasek, and Peak XV, we are building the most impactful digital health company in the world. Join us as we reinvent the standard of care in metabolic health. Opportunity The Member Services Manager plays a central role in delivering on Twin's mission by ensuring every member receives a consistent, high-quality experience from enrollment through long-term engagement in the program. As Twin scales rapidly, this role is the operational backbone of member retention — owning the strategy and execution that keeps members feeling supported, engaged, and on track toward meaningful health outcomes. The role partners closely with operations, product, and marketing leadership to deliver on core retention and experience metrics. This role reports to the Senior Director of Clinical Performance and Innovation and leads a team of 4 services staff. Responsibilities Own retention and churn prevention strategy and operations end-to-end — develop and continuously improve data-driven programs and communications in close partnership with operations, marketing, and product teams. Build program and infrastructure from the ground up where none currently exists, identifying multiple pathways to drive member value and retention outcomes Architect workflows, escalation paths, and touchpoints that deliver consistent, high-quality experiences Lead and develop a multifunctional member services team through scale, maintaining service quality and team engagement throughout Identify revenue opportunities associated with member retention and satisfaction initiatives; demonstrate clear linkage between retention metrics and business impact in leadership reporting Serve as a cross-functional connector between care teams, product, and marketing — running recurring forums to surface member insights and align on priorities Design and iterate on SOPs, tooling assessments (including CRM, member engagement platforms, and workflow tooling), and reporting frameworks that support operational scale Partner closely with product on workflow mapping and feature development to reduce operational friction and improve member retention Build and deliver internal training programs and change management resources that drive workflow adoption and long-term sustainability Other duties as assigned Qualifications 5+ years of experience in member experience, customer service, or operations leadership, ideally in a high-growth or healthcare environmen