Director, Member Experience



Nashville, TN, USA
Posted on Wednesday, May 31, 2023
At Tend, we do dental differently.
Tend is rewriting the playbook of modern dentistry by building a company around the patient and the provider. We believe that with the power of technology, a hospitality-driven mindset, and a top tier clinical team, we can make going to the dentist something to look forward to.
Since launching in 2019, we have provided exceptional care to over 100,000 patients across five major cities: New York, Washington DC, Boston, Atlanta and Nashville. With thousands of five-star reviews, Tend has become one of the country's top-rated and in-demand dental practices, with over 650 team members to support this mission. We’re continuing to grow quickly and looking for the best of the best to come join our team.

In this newly created role, the Director will:

  • Own measuring member and employee satisfaction via NPS/eNPS, garnering thematic insights and translating to operational initiatives to improve member and employee experience
  • Responsible for measuring contact center KPI's
  • Implementing additional qual/quant member feedback mechanisms beyond NPS to drive discovery and optimization, e.g. Secret Shoppers, Watch Parties, Brand Tracking
  • Setting research agenda across in studio services, consumer goods, and digital products at Tend
  • Personal development and input into brand positioning
  • Develop, produce and iterate on standardized suite of reporting
  • Create process and implement platform for cataloging institutional knowledge across all of Tend’s research and insights
  • Work closely with marketing, design, digital product, CPG, in studio operations, MX, HR to improve Tend’s member and staff experience
  • This role reports to the VP of Member Experience

Required Experience:

  • 6 to 10 years of progressive experience with customer experience measurement, conversion optimization, and customer engagement.
  • Experience leading large teams and highly cross functional roles
  • Extensive experience with insights, reporting, business intelligence, analytics
  • Operational experience building intuitive and impactful dashboards and data visualizations that drive business decisions
  • Strong organization & project management skills
  • Strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
  • Experience working in high growth environments
  • Top tier MBA or graduate work in research a plus

Required Skills:

  • Obsession with member and employee satisfaction
  • Excellent verbal and written communications skills
  • Ability to lead large and cross functional teams and to inspire them to reach ambitious goals
  • Analytical and data-driven mindset
  • Extremely resourceful, highly creative and high energy, able to brainstorm and implement new ideas
  • Comfortable with the high growth/small company dynamic of rolling up your sleeves and doing whatever it takes to get the job done
  • Balanced strategic and operational mindset
  • Flexibility and Urgency
  • High personal and organizational standards of excellence
  • Unwavering integrity
The Tend Difference.
The highest standard of care, anywhere.
You’ll work with highly-esteemed clinical leadership and experience-obsessed colleagues to provide the best patient experience possible, with access to technology that’s head and shoulders above the average practice. You’ll have exciting opportunities to collaborate with talented team members to make visits extraordinary. Our hospitality-driven approach to care means that patients actually look forward to seeing you.
A top-tier clinical team who puts patients first.
We value science over sales, and promote a culture of warmth and hospitality — our teams are recognized for going the extra mile for our patients. We trust our providers to put patient needs first, and never implement production quotas. We offer a warm, collaborative culture and are proud to be an inclusive, curious team driven by excellence.
A new model that’s a joy to work at.
Tend has become beloved by patients and providers alike for combining beautiful work environments with cutting-edge clinical technology. Our providers are rewarded based on an innovative pay structure, as well as education programs that are training the next generation of industry leaders. And our top-notch total rewards packages include both best-in-class benefits and compensation. You’ll not only have the chance to be part of a thriving, industry-changing company, but empowered to become an expert in your field and supported through continuing education.
Tend is an Equal Opportunity Employer.
Tend is committed to promoting a work environment in which differences are respected, employees are treated fairly, and individual contributions are valued and rewarded. We are proud to be an Equal Opportunity Employer.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.