Member Experience Team Lead

+ 1 more | Remote
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

OUR MISSION

Calibrate’s mission is to change the way the world treats weight. We’re defining a new category in metabolic health that mirrors what the research shows—that weight reflects our biology, not our willpower. Our program was designed by world leaders in obesity and nutrition science to improve metabolic health and drive long-term weight loss that’s impactful, realistic, and sustainable.  

Obesity is America’s underlying pandemic and largest category of chronic disease, and Calibrate is closing the gap in care for 175mm adults in a $600bn market where we spend millions of dollars each year and do not lose millions of pounds. 

To bring Calibrate to everyone who needs it, we’re building the first telemedicine business within the healthcare ecosystem, aligning incentives for consumers, doctors, insurers, and pharmaceutical companies. We’ve built a proprietary Vertical Pharmacy Engine to connect our members to the most efficient path to insurance coverage, paving the way for a new model of chronic disease care. 

Calibrate’s first product, the One-Year Metabolic Reset, brings decades of clinical research directly to consumers through a virtual program combining FDA-approved prescription medication with intensive lifestyle intervention. The 52-week structured program includes biweekly 1:1 video coaching and curriculum that spans classes, recipes, workouts, and more. A purpose-built app enables daily tracking of food, energy level, weight, and bi-weekly goals and helps members interact with their Coaching and Medical teams, while a members’ group and events calendar create additional opportunities to tap into the Calibrate community. 

Calibrate’s recently launched Masters Program keeps members engaged and supported in their metabolic health beyond their first year with the same evidence-based approach that defines Calibrate’s One-Year Metabolic Reset, at a lower cost. The result is a program that sustains and builds on members’ results with improved whole-body health that enables them to embrace a new day-to-day.

ABOUT THE ROLE

As a Team Lead on the Member Experience team at Calibrate, you will be focused on member experience and outcomes. You will be responsible for managing a team of member-facing specialists who support members end-to-end, from facilitating lab tests to securing medication approvals, to communicating with members across channels. Our number one objective is to deliver an incredible member experience!

KEY RESPONSIBILITIES

Ensure quality member experiences are consistently delivered 

  • Build and manage a team who we rely on to keep our business running smoothly every day
  • Implement and continually refine standard operating procedures to work at scale for member support workflows
  • Review and solve challenging member support cases with exceptional attention to detail
  • Always ready to find the best possible solutions for our members by partnering with your team and cross-functional stakeholders
  • Ensure all member communications reflect the voice and tone of the Calibrate program and provide the necessary information to set members up for success
  • Leverage customer insights to be a champion for our members

BACKGROUND AND EXPERIENCE

  • 3+ years of experience in customer facing and/or operational roles required
  • 1+ years of people management experience
  • Healthcare industry experience required; bonus points if you’re knowledgeable about the insurance industry and have experience working on insurance claims processes
  • Are patient, personable, and kind -- in writing, in person, on the phone, or on video
  • Creative problem-solving skills that can be leveraged to empower others
  • Experience in hospitality, member services, or customer support, ideally in a high-growth organization or startup environment
  • Experience designing, implementing, and training teams on executing processes at scale
  • Experience effectively managing support teams and driving outcomes at scale
  • Ability to quickly pivot from creating process and efficiency at scale to then going deep on a particular member situation in order to solve a nuanced challenge
  • Ability to learn quickly and be comfortable using a variety of applications and software, including practice management systems, electronic health records, and related software; bonus points for experience with Google Sheets and Slack
  • Ability to be flexible and embrace change while remaining highly organized

This is a high-growth opportunity to join a fast-paced startup; we’re looking for someone with a strong work ethic and entrepreneurial spirit. We’re changing the way the world treats weight -- and we need someone who is ready to change the world with us! 

BENEFITS

At Calibrate, we’re committed to our vision of putting our members and our teammates in control of their health. Some of our benefits include:

  • Competitive salary with opportunity for equity in an early stage, high growth business
  • Generous paid time off, including an all-company holiday over Thanksgiving week
  • Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
  • One Medical membership and Teladoc virtual care
  • Fertility, gynecology, and wellness services through Kindbody
  • Therapy on your time with a free year of Talkspace membership
  • Health advocacy and assistance services through Health Advocate
  • Commuter benefits, ClassPass memberships, and gym memberships for post-pandemic life
  • Remote team with a headquarters in NYC
  • Competitive Paid Parental Leave for parents

ABOUT OUR TEAM

Calibrate launched Summer 2020, and in 18 months has raised $127.6mm in funding from leading healthcare and consumer investors, including Founders Fund, Tiger Global, Forerunner Ventures, Threshold Ventures, Optum Ventures, and Redesign Health. Our team helped build businesses at the intersection of technology, consumer, and healthcare, including Athenahealth, Capsule, Flatiron Health, Harry’s, One Medical, Galileo, PillPack, Rent the Runway, and more. Our Clinical Advisors include Donna Ryan, the past President of the World Obesity Federation, and Darriush Mozafarrian, cardiologist and Dean at the Tufts Friedman School of Nutrition Science and Policy.

Since launch, Calibrate has been recognized by the following publications and organizations for our mission to change the way the world treats weight: 

  • Fast Company’s 2022 World Changing Ideas Awards 
  • The World Economic Forum’s 2021 TechPioneers
  • NYC Health Business Leaders on the NYC Digital Health 100

Calibrate is committed to bringing together people from different backgrounds and perspectives to deliver real results for our members. 

OUR VALUES

We’re in it together: We have an audacious mission, and we’re building a lot of things for the first time — from the first DTC pharma business within the healthcare ecosystem to the data infrastructure for providing real-world evidence in the largest category of chronic disease. It takes superpowers to build something simple and intuitive within the complex healthcare market, so we identify and work as a team from our individual points of strength. Not everyone has to be good at everything, but we know that when we harness what we’re each great at, we’re unstoppable.

Small wins create big wins: We ground every experience in optimism, recognizing and celebrating successes along the way. We break projects down into smaller components. And we focus on where we have momentum. We always plan for larger goals with the knowledge that our plans will evolve as we achieve smaller milestones.

You’re in control: While we’re headquartered in New York, we don’t let location stand in the way of the best talent — and from coaches to engineers, many of us are fully remote. Our business is multi-faceted, so each Calibrater is hired to be an expert in their piece of it — in control of their own initiatives, in control of their own impact, and in control of driving their own (real) results.

Real results matter: We’re obsessed with outcomes because when our members win, we win, and the data proves that we’ve built the best metabolic health program on the market. We’re purposeful, optimistic, and relentlessly confident that we can solve the biggest medical issue of the 21st century.

Calibrate is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of changing the way the world treats weight, we are building an environment where every Calibrater can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values. 

#LI-REMOTE

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

What are Calibrate Perks + Benefits

Calibrate Benefits Overview

- Competitive salary, with opportunity for equity in an early stage, high growth business
- Generous paid time off
- Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
- One Medical membership and Teladoc virtual care
- Therapy on your time with three free months of Talkspace membership
- Health advocacy and assistance services through Health Advocate
- Commuter benefits, ClassPass memberships, and gym memberships for post-pandemic life
- NYC-based with opportunities to be fully remote
- Competitive Paid Parental Leave for parents

Culture
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Highly diverse management team
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Calibrate is committed to bringing together people from different backgrounds and perspectives to deliver real results for our members.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Calibrate offers pre-tax commuter benefits for all employees.
Fitness Subsidies
Calibrate contributes up to $30/month towards a Class Pass membership for our team members. Our discount allows our team to book up to 4 in-studio/outdoor or live-stream classes a month!
Professional Development Benefits
Cross functional training encouraged
Promote from within

More Jobs at Calibrate

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Calibrate's full profileSee more Calibrate jobs