Member Services Manager

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