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Member Experience Manager / Member Advocate

Remote

We’re a mission-driven company powered by individuals who are fired up about making egg freezing and third party reproduction more accessible. We’re proud to engage in meaningful work that will impact tons of people through the family-building process.

What We're Looking For

We are hiring a Member Experience Manager to help manage our third party reproduction cases with donors and intended parents. The Member Experience Manager will have a primary focus on day to day case management while also building processes and procedures to scale. You’ll join our growing, fast paced team, managing several cases at different stages simultaneously.

Responsibilities

  • Serve as an advocate for intended parents and Split Members (egg donors) as they navigate their egg donation journey
  • Act as the primary point of contact for our members, guiding them through their egg donation journeys via video call, phone call, and email
  • Manage relationships with medical providers to coordinate the retrievals for member donors - including scheduling travel, managing escrow funding, coordinating screenings and egg retrievals
  • Optimize and build case management best practices and operational procedures
  • Track match progress in our CRM tool, ensuring the documentation for each match is captured seamlessly
  • Follow industry guidelines as directed by the American Society of Reproductive Medicine (ASRM) and the Food and Drug Administration (FDA)

Professional Characteristics

  • 5+ years third party reproduction case manager/coordinator with experience working with multiple cases at once
  • An excellent communicator with experience working with medical or fertility clinics and providers (preferred)
  • A problem solver, who is ready to take on challenges the moment they arise and enjoys fast paced work
  • Someone who is always looking for ways to be more efficient
  • Interested in the third party reproduction field and is comfortable supporting and educating our members through egg donation, egg freezing, and embryo creation
  • A collaborative team player
  • Proficient in Google Suite, CRM tools, experience with egg donor software a plus

Personal Characteristics

  • Inspired by our mission of changing the world of family planning and empowering women to own their fertility timeline
  • Patient, kind, and empathetic 
  • Effective executor
  • Versatile
  • Ready to learn and grow

About Us

We are a fully remote team and are spread out across the coasts. Since we’re located all over the country, communication using Slack, Gmail, Zoom, and other tools is key. We communicate regularly throughout the day, and you’ll never be alone. We believe in giving our team members autonomy, and place value on the output of each team member.  Above all, we’re proud to engage in meaningful work that will impact tons of people throughout the family-building process.

We are an equal opportunity employer. Individuals seeking employment at our company are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Additionally, we encourage candidates who have non-traditional/diverse backgrounds to apply. Candidates who have been challenged or chosen to challenge themselves in unique ways, but may not fit all specified criteria are still encouraged to apply and share why this is such a compelling opportunity for you.

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