Member Experience, VIP Full Time NEW

Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond reactive care and enabling proactive, data-driven insight into human biology. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Andreessen Horowitz (a16z). Hundreds of thousands of members have joined Function to take control of their health.

Through advanced diagnostics, deep biomarker testing, longitudinal data, and AI-enabled insights, Function equips members with actionable intelligence to take control of both the quality and length of their lives.

Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.

We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset. Function fosters a collaborative and dynamic environment where every day we build the future.

Role

As a VIP Member Success Associate, you’ll be responsible for delivering a white-glove experience to Function’s most high-impact members. These individuals have the potential to shape Function’s future, and their experience must reflect that significance at every touchpoint. These members are high stakes, high visibility, and have a mandate to go above and beyond. VIP members often enter the program through strategic partnerships, enterprise relationships, marketing initiatives, or media opportunities. This role requires an understanding of the broader business context behind each VIP relationship and the ability to tailor the member experience accordingly.

This is a highly visible role that requires strong communication skills, keen attention to detail, operational excellence, and an ability to handle dynamic, high-pressure moments. When something is unclear, you dig in. When something needs fixing, you take ownership. You are equal parts service-minded, operationally sharp, and unshakably reliable.

You’ll report directly to the VIP Member Experience Manager and work alongside internal teams to provide a world class experience and ensure no stone is left unturned.

Responsibilities

• Primary Point of Contact: Act as the main liaison for VIP members and their teams (e.g., executive assistants, managers, agents), delivering white-glove support throughout their Function experience.
• Strategic Relationship Awareness: Understand the context behind each VIP relationship (e.g., enterprise prospects, marketing partnerships, media opportunities) and adapt communication, coordination, and experience design accordingly.
• End to End Coordination: Manage all aspects of service logistics, including mobile phlebotomy, lab visits, and scans, by collaborating with both internal stakeholders and external vendors under tight timelines and limited resources, including coordination with executive assistants, talent teams, and other representatives.
• VIP Experience Execution: Support in-person VIP moments such as private events, executive visits, or high-touch activations that strengthen relationships and showcase the Function experience.
• Communication Management: Independently handle all channels of communication (calls, chat, SMS, email) with clarity, professionalism, and empathy, including complex multi-party threads.
• Own Membership Journey: Meticulously track each phase of the member journey with detailed documentation, ensuring no thread is dropped and every detail is captured across systems.
• Proactive Problem Solving: Anticipate and resolve issues before they escalate by acting as a forward-thinking troubleshooter and escalation point.
• Urgent & Off-hours support: Provide occasional availability outside traditional business hours to accommodate urgent timelines or member availability constraints.
• Function Expert: Serve as a go-to expert across labs, billing, results, scheduling, troubleshooting, renewals, and platform use, owning the full experience without handoffs.
• Stakeholder Communication: Keep your manager and other stakeholders informed through regular updates on status, risks, and member-specific nuances.
• Program builder: Support the development of VIP infrastructure by contributing to systems, documentation, and process improvements as part of foundational project work.

You’ll Thrive In This Role If You

• Bias Toward Action: Demonstrated ability to take initiative, make decisions under uncertainty, and move projects forward even in the face of ambiguity. We value individuals who are self-starters and ready to act on opportunities and challenges alike.
• Entrepreneurial Spirit: Strong adaptability to changing business needs with a knack for building and optimizing processes. Your entrepreneurial mindset will be crucial in navigating the dynamic landscape of our industry, ensuring our platform remains competitive and responsive to user needs.
• Communication and Accountability: Strong communication skills with a proven track record of meeting tight deadlines in a fast-paced environment.
• Remote Work Adaptability: Comfort with remote work environments, demonstrating the ability to stay productive and connected with the team irrespective of physical location.
• Continuous Improvement: A willingness to question assumptions and a commitment to continuous improvement. Your openness to feedback and dedication to personal and professional growth will contribute significantly to our collective success.

Qualifications

• 2+ years of combined experience in a client-facing and operations-heavy role.
• Proven experience working with high-profile or high-touch individuals and managing multi-stakeholder communications.
• Strong written and verbal communication skills, especially in live support, phone calls and complex email threads.
• Highly organized with excellent judgment, discretion, and attention to detail.
• Experience handling logistics coordination, such as scheduling and external vendor relationships.
• Comfortable working in environments where systems are evolving and processes may still be manual.
• Confidence using tools like Google Workspace, Slack, and spreadsheets to stay organized and move quickly.
• Demonstrated strength in both written and verbal communication, especially managing multi-stakeholder threads and live calls
• Experience coordinating with executive assistants, talent teams, or senior stakeholders in high-touch environments.
• Willingness to work flexible hours when needed, including occasional evenings or weekends for high-priority member needs

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization:
• We don’t let perfect get in the way of progress.
• We move quickly to drive value, not perfection.
• We prioritize what drives impact.
• We never compromise on standards of excellence.
• Member-First, Always:
• We design and deliver like we’re caring for someone we love.
• We create calendar, actionable, human experience.
• We prioritize responsiveness, peace of mind, and outcomes.
• We empower members with truth, clarity, and care.
• One Team, Moving Fast:
• We are aligned in purpose, prioritization, and speed.
• We gather diverse perspectives to make informed decisions.
• We clear paths for each other and move fast together.
• We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution:
• We don’t just ship– we own outcomes and drive results.
• We act with urgency and precision
• We anticipate, initiate, and follow through.
• We meet challenges with grit and pragmatism.
• We embrace new tech to deliver better outcomes.
• Mission Over Ego:
• We are ruthlessly aligned to our mission– and leave ego at the door.
• We disagree and commit.
• We don’t tolerate politics or withholding information.
• We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail:
• We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
• We prioritize clinical precision– data must be right.
• We sweat the details because outcomes depend on them.

Why You’ll Love Working With Us

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.

At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.

Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we’re changing the face of healthcare at Function Health.

Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com.