This position combines leadership, operations, analytics, risk management, and continuous improvement. The adecuado candidate is equally comfortable coaching employees, analyzing performance metrics, resolving escalated member issues, managing fraud and payment risk, responding to public customer feedback, and implementing technology and automation to improve efficiency.

The Manager, Member Experience will work closely with Operations, Logistics, Marketing, Finance, Product, and Technology to continually improve the member journey from purchase through long-term retention.

The ideal candidate is:
- A proven people leader who can motivate, coach, and develop high-performing teams while fostering a culture of accountability and continuous improvement.
- Highly systems-oriented, with the ability to quickly learn, manage, and optimize multiple software platforms,



identify process improvements, and leverage technology and AI to increase efficiency.
- An exceptional communicator with
natural/fluent English proficiency (spoken and written)

, capable of communicating professionally with customers, vendors, and internal teams while producing clear documentation, policies, and customer-facing communications.
- Customer-focused with excellent empathy and sound judgment.
- Analytical and data-driven, using metrics to guide decisions.
- Calm under pressure and confident handling escalated situations.
- Highly organized with exceptional attention to detail.
- Comfortable working in a fast-paced, evolving e-commerce environment.

📌 Member Experience (México)
🏢 Watch Gang
📍 México