Member Experience Manager (Bilingual)
About Sprout Family
Founded in 2023, Sprout Family is transforming how Canadians build families. We support every pathway to parenthood from fertility treatments to surrogacy and adoption - with a mission to make family-building accessible to everyone, regardless of age, gender, sexual orientation, or family structure.
We know the journey to parenthood can be emotionally, physically, and financially challenging, and we're here to change the experience to be inclusive, compassionate and deeply human
Our digital health platform empowers individuals and couples with comprehensive support, including fertility care, surrogacy and adoption guidance. By partnering with employers, we offer inclusive family-building benefits that provide employees with the support they need when it matters most.
As an early-stage startup, we are spearheading innovation in the employee benefits landscape and are committed to setting new industry standards for care. Backed by top investors such as StandUp Ventures, Blue Collective, MaRS IAF and The51, we’re entering our next chapter of growth. Our founding team brings expertise in tech, femtech, operations, and investing. We’re building out our team with critical first hires who will play a pivotal role in shaping Sprout’s future.
The opportunity
As the Member Experience Manager, you will be at the heart of supporting our members as they navigate their unique family-building journeys. You will design and establish the processes to deliver an exceptional experience across every touchpoint - from the first introduction to ongoing personalized support, so that everyone feels seen, heard and cared for.
This role and team are new to the organization, so you’ll also have the opportunity to shape the direction of the team and make a significant impact.
Job Title: Member Experience Manager (Bilingual)
Location: Candidate must be located in Canada. We have access to a coworking space in Toronto, ON, Canada, but the role is remote/hybrid/flexible.
Reports to: COO
Start Date: Immediate
Design and continuously improve the end-to-end member journey to create a seamless and positive experience across all touchpoints.
Conduct video appointments with members to understand their needs, support their goals, and guide them through care and benefit navigation.
Stay up-to-date with industry trends across family-building pathways (reproductive health, fertility, surrogacy, adoption, etc.) to ensure journeys are grounded in today’s best practices.
Manage capacity requirements and scale the team as needed, fostering a culture of excellence and empathy.
Serve as the primary point of contact for assigned employer customers, building trusted relationships with HR teams and benefit leaders.
Implement and manage customer feedback and survey programs, analyzing member data and metrics to identify trends, opportunities, and areas for improvement.
Advocate for our members and employer customers internally, ensuring their voices and needs are represented, understood, and that their feedback drives continuous improvement.
Qualifications
Required: Bilingual - able to communicate with members effectively in French and English (both written and verbal)
5+ years in a customer experience environment, preferably in health, tech, or insurance industries
Excellent listening skills, demonstrating genuine concern and empathy for members as they navigate the stress and challenges of family-building
Strong project management and problem-solving skills, with the ability to manage multiple initiatives simultaneously
A passion for family-building care driven by your own personal experience and/or desire to improve the experience for others
Nice to have:
Prior experience building, leading and developing a high-performing team
Demonstrated success in an early-stage environment, with experience developing and implementing new operating procedures
Experience in family planning areas such as fertility, surrogacy, pregnancy, postpartum, etc.
About you
Flexible: Wear many hats as the Sprout Family team grows and we create new functions or build out existing functional areas.
Fast: An early-stage startup has to strike a balance between moving fast and building for the long haul. So we're looking for someone who can minimize scope, prioritize ruthlessly, and implement rigorously.
Accountable: You take ownership even without clear direction and thrive in gray spaces and open-ended problems.
Team player: Strong communication and collaboration skills, able to work effectively in a cross-functional team environment.
What we offer
Stock options: As an early-stage startup, we provide stock options to give you ownership in the company. We believe in sharing our success and want you to be part of our growth journey.
Unlimited vacation: We believe you can be highly productive and still have plenty of time for life outside of work.
Fully remote: Work from the comfort of your own home with the choice to access our downtown Toronto co-working space for a change of scenery. Slack, GSuite and Intercom are our main tools for collaboration.
Impactful work: Make a significant impact in a dynamic, fast-paced environment where your ideas and contributions directly influence the company's direction and success.
We aren’t just building a company; we’re creating a world where family-building is accessible to everyone. We empower individuals and couples with the resources, knowledge, and financial support they need when they need it most. If this speaks to you - join us!
How to apply
Please submit your resume detailing your qualifications and experience to:
Suze Mason (Co-Founder & COO), suze@sproutfamily.ca
Sprout Family is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.