Head of Member Experience

ABOUT KICKOFFKickoff is redefining fitness and preventative health. We’re the first and only place anyone can get a personal trainer covered by insurance. Our elite coaches meet with members on weekly video calls, stay in touch through daily texts, and leverage our AI‑powered coach & client apps to deliver truly personalized nutrition, fitness, and wellness plans.
-Clients get life‑changing results without the price barrier.-Coaches get a stable, high‑earning career blending expertise and cutting‑edge technology.-Payors get dramatically lower medical costs by keeping people healthy.
We’re building a platform that provides consumers with incredible, life-changing benefits - everything from coaching to weight loss meds to food and equipment - while providing payors with healthier populations and long term cost reduction.
Backed by top‑tier investors and already helping thousands of members nationwide, we’re scaling the first insurance-backed, integrated exercise‑plus‑nutrition platform. If you’re energized by massive impact, AI that really helps people, and a mission that matters, join us and help make preventative health accessible for everyone.

THE ROLEThe Head of Member Experience will be responsible for ensuring we deliver on our promise of a life-changing, life-enriching, and life-extending experience. It’s a cross-functional role spanning product, operations, strategy and analytics and will partner closely with our clinical team to drive health outcomes for clients.
They will also serve as a senior leader of the company, helping to chart our high level direction while rolling up their sleeves to drive the core metrics they own: Net revenue retention and, later, health marker improvement.
This role comes with a lot of responsibility and is not for everyone - it is for someone who wants to scale a world-changing product and lead a high performing organization. RESPONSIBILITIES

• Team with our Founder and CEO to define the vision for the client experience.
• Conduct user research, competitive research, and analysis to understand underlying user needs and opportunities to delight, build habits, and drive health outcomes.
• Work with our Head of Clinical Operations to design incentives, requirements, systems, and processes to ensure our coaches drive the results we want for clients.
• Serve as our PM for user experience: Test MVP solutions and team with our technical team to fine tune our coach and client app experiences.
• Do whatever it takes to make our clients successful.
• Serve as a leadership team member and help to guide Kickoff’s strategy

WHAT WE’RE LOOKING FOR

• 6+ years of experience in rigorous environments where you have learned how to get up to speed on new topics very quickly, how to inform strategic decisions, and how to work hard
• At least 2+ years in a startup or scale-up
• Product management experience
• Operations leadership experience
• Expertise in using both quantitative data (i.e. metrics, analytics) and qualitative data (i.e. user surveys and interviews) to inform prioritization and decisions
• The ability to pull and analyze data yourself via SQL queries, event tracking tools and analysis (with AI help)
• Passion for our mission and intrinsic motivation to bring it about
• Excitement about collaborating in person at our Soho, NYC office with our awesome team
• Startup mindset - you're an owner who’s willing to take risks, test and learn, and move quickly