Member Operations and Investigations Specialist

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Member Operations and Investigations Specialist in United States.

This role sits at the core of a fast-scaling digital health organization, combining operational problem-solving with hands-on investigation of platform issues that directly impact member care delivery. You will work at the intersection of product, engineering, and clinical operations, ensuring that member-facing systems function smoothly and continuously improve. The position plays a key role in identifying, analyzing, and resolving technical escalations while also strengthening the operational infrastructure that supports AI-powered care at scale. You will help translate real-time issues into actionable insights that drive product and system improvements. Operating in a highly collaborative, mission-driven environment, you will contribute to shaping how modern healthcare support systems function. This is a high-ownership role suited for someone who thrives in ambiguity, enjoys solving complex operational problems, and is motivated by impact at scale.

• Investigate, triage, and resolve member-facing escalations, platform bugs, and technical issues across multiple digital health products.
• Identify recurring patterns and systemic issues, escalating insights to engineering and product teams to prevent future incidents.
• Own specific operational domains, ensuring accuracy of related workflows, Help Center content, and escalation pathways.
• Maintain and optimize Help Center articles, macros, and internal documentation to support efficient and AI-enabled member support.
• Build, refine, and document standard operating procedures (SOPs) and investigation workflows to improve operational consistency and efficiency.
• Collaborate cross-functionally with product, engineering, and clinical teams to surface root causes and drive long-term solutions.
• Ensure proper tracking and resolution of issues through structured tools and documentation systems.

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Requirements:

• 2–4 years of experience in operations, customer support, technical support, trust & safety, or a related investigative or process-driven role.
• Strong analytical and investigative mindset with the ability to break down complex, ambiguous problems and identify root causes.
• Excellent written communication skills, with the ability to produce clear, structured, and actionable documentation.
• Proven ability to own and improve processes rather than simply follow existing procedures.
• Comfort working in fast-paced, evolving environments with shifting priorities and systems.
• Experience collaborating with cross-functional teams such as engineering, product, or clinical operations.
• Proficiency with Jira and Notion; familiarity with analytics tools (e.g., Looker) is a plus.
• Strong ownership mentality with excellent follow-through and accountability across multiple workstreams.
• Experience in digital health, healthtech, or AI-enabled support environments is a plus.

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Benefits:

• Competitive compensation ranging from $54,600 to $85,800 including base salary, variable pay, and equity.
• Comprehensive medical, dental, and vision insurance coverage.
• Life and AD&D insurance coverage.
• Health savings account (HSA) options.
• Equity participation in the company.
• Discretionary paid time off and paid company holidays.
• Parental leave benefits.
• 401(k) retirement plan.
• Flexible working hours and fully remote-first setup.
• Financial advisory services and supplemental insurance options.
• Free digital therapy access for employees and their families.