Head Of Member Operations (Remote)

** This is a fully remote opportunity. We are a tech company seeking a leader with operational expertise and a tech-first mindset from outside healthcare.**

Stork Club is reimagining the way people build families by delivering inclusive, high-quality, and cost-effective healthcare benefits for employers. We partner with forward-thinking organizations to provide world-class services that improve outcomes and enhance member experiences. Our culture is grounded in innovation, collaboration, and our core values: Compassionate Directness, Clear Ownership and Accountability, Evidence-Driven Decision Making, Product Mindset, Thinking Differently, and One Team.

About the Role

We are seeking a data-driven leader to take ownership of member-facing experiences and lead our growing global Care Team. You’ll ensure we provide personalized, proactive support to members navigating their family-building and reproductive health journeys.

In this role, you’ll focus on improving how we work by building scalable processes, leveraging automation, and fostering a supportive, high-performing team. You’ll help us deliver timely, compassionate care while expanding our services across the US and internationally, ensuring every interaction reflects our commitment to exceptional member support.

Responsibilities

• Member Experience Design: Design and lead a proactive member experience strategy that anticipates member needs, leveraging data and technology to continuously evolve our approach and redefine healthcare navigation.
• Operational Excellence: Design transparent systems to identify automation opportunities and implement scalable solutions while maintaining proactive, personalized support.
• Innovation & Tech: Drive adoption of AI and automation solutions, implementing both no-code/low-code improvements and working with product and engineering to create technical improvements.
• Data Strategy: Develop analytics to predict member needs, uncover opportunities, and drive actionable improvements.
• Cross-Functional Leadership: Work closely with internal teams to resolve issues, optimize workflows, and ensure readiness for new program launches.
• Team Development: Inspire and lead a tech-forward team, fostering accountability, creative problem-solving, and continuous improvement.

About You

• 5+ years of experience in customer or member service operations at a fast-paced startup, building and leading teams with SLAs and clear communication protocols.
• Proven track record of using tools like no-code automation, AI, and SQL to create scalable systems and solve complex problems.
• A data-driven leader who prioritizes evidence over opinion and delivers quick, measurable results.
• Comfortable with ambiguity, thriving in early-stage environments where you create structure and deliver exceptional member experiences.
• Demonstrated success in building high-performing teams that consistently exceed member satisfaction goals.
• We are not considering candidates with healthcare experience. Our ideal candidate brings fresh perspectives from outside the industry.

Why Stork Club?

• Join a mission-oriented fast-paced startup with a culture of innovation, empathy, and inclusion.
• Work alongside A-players who think differently, lead with a product mindset, and make evidence-driven decisions to solve problems together.
• Enjoy competitive compensation and a benefits package supporting your well-being and family-building dreams.

Benefits

• Competitive compensation.
• Equity.
• Apple workstation.
• Remote work from home, forever.
• Bi-Annual team off-sites in beautiful locations.
• Flexible vacation policy.
• Health, dental, and vision insurance, HSA, and FSA.
• Fertility benefits and generous maternity leave.
• 401k retirement savings plan.
• Home office allowance.
• …and more!

Stork Club is dedicated to building a diverse, inclusive team. We encourage candidates from all backgrounds to apply and join us in our mission to redefine family care.