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MIRROR Director of Member Operations in New York, New York

About Us

MIRROR is a fit-tech startup founded by Brynn Putnam, an established leader in the NYC boutique fitness space. Our experienced team is building a hybrid hardware/software product that will bring revolutionary, personalized fitness content directly to homes across the country and world. We’re creating a workout experience that’s not only better than existing at-home solutions, but better than boutique studio workouts. Our technology offers improved efficiency, engagement, and effectiveness, which means more time, more fun, and better results for busy people everywhere.

MIRROR is located in Manhattan’s iconic NoMad District. We currently have top tier venture backers who are passionate about the product we’re launching this year and even more excited about our long-term vision for the company. We’re an inclusive space for all identities and are committed to keeping that foundation intact as we grow. We believe in high standards beginning at the interview process and continuing as a valued member of the team. If you can’t wait to get behind our mission, we want to hear more from you!

The Role & You

We are looking for a seasoned Director of Member Operations who is excited to define and lead MIRROR’s evolving Member Experience strategy. This role will be responsible for delivering a best in class experience across the Member lifecycle to drive satisfaction and retention. This role will report to our VP of Customer. At MIRROR you will:

  • Build and lead teams responsible for post-purchase and technical support, and manage teams towards best-in-class KPIs

  • Develop processes to ensure operational excellence and Member satisfaction across all channels, including phone, email and chat

  • Develop and implement strategies to ensure initial product onboarding leads to successful engagement over time

  • Work closely with Leadership, Product, Engineering, and other relevant teams to prioritize operational initiatives, execute support and retention strategies, and evaluate impact

  • Lead insights with quantitative and qualitative methodologies; partner with Product team to inform development roadmap for all Mirror products, including Mirror, ecommerce, and Personal Training

  • Oversee data warehouse with engineering to ensure accurate and timely data capabilities used in customer analysis, recurring dashboards and any other customer and transactional needs

You don’t need to be a fitness buff, but you should be fired up about building a company that's going to change how people sweat! Do we have your attention? Keep reading.

Requirements

The Necessities

  • 8+ years in a Customer Experience or Consulting role

  • Proven background managing business critical, customer/client facing processes

  • Demonstrated ability to influence, manage, and present ideas via clear written and oral communication.

  • Self-starter who can operate well in a collaborative team environment and adapt effectively to changing business priorities/strategies.

  • Proven ability to prioritize multiple projects and tasks, adapt to changing needs and, and tackle new challenges daily!

The Extras

  • Several years at the helm of an expanding team; D2C preferred

  • MBA Degree

Benefits

We’re an early stage startup with lots of exciting milestones ahead. We value health and wellness at MIRROR and, as such, offer competitive health coverage and an open vacation policy, and an endless supply of snacks and coffee because we want you to be as comfortable and productive as possible.

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