Head of Member Experience

Job Description

Location: New York, NY

Salary: $145,000 - $165,000 | 0.05% - 0.10% Equity

About Wally

84% of Americans want to go to the dentist this year. 40% will. For fifty years, dentistry has run on simple math: get someone in the chair, find something to fix, bill the insurance, charge the patient, repeat. It works for them. It doesn't work for you.

Wally is different: No insurance, just a $249 per year membership to get the most modern preventative oral care experience: advanced diagnostics with AI-driven insights AND unlimited Swiss Airflow cleanings. Plus, based on your needs, we offer exclusive access to treatments like cavity reversal so you never need to get drilled again. Unlimited, affordable, and proactive. The future is not more dentistry, it's to do less, better.

We recently closed our Series A to scale from 14 locations to 100s of locations across the USA. Our round was led by Maveron, with participation from existing investors including Bling Capital. Maveron, the consumer-focused firm founded by Starbucks' Howard Schultz, invests in companies that fundamentally change how people do everyday things. That's exactly what we're doing with dental care.

The Role

Our Scheduling & Member Experience Lead is part air traffic control, part host for every chair in New York: getting members in when they want, keeping every appointment filled, and delivering the hospitality of a great hotel, not a dentist's office. Unlimited cleanings only work if members can actually get one, and are excited to book their next cleaning. That's your job.

What you'll do

Keep every chair full: Own the schedule and booking across our studios. Fill gaps, backfill cancellations, balance demand, and run "white glove" scheduling (plus the playbook our support partners use to do it at scale) so members get in when they want.

Turn the schedule into a machine: Track fill rates, wait times, and no-shows by studio, and bring recommendations to our operations and product teams.

Own every scheduling conversation: Make sure every member who reaches out to book, move, or find a time gets taken care of fast, across our outsourced support team and our AI agent. Personally handle the scheduling situations that need real judgment, make them right, and fix the root cause so they don't happen twice.

Make every member feel like a regular: Set the standard for hospitality at Wally, from the texts and campaigns members read to how our support partners and studio teams show up for them. Use every touchpoint to fill the schedule and bring members back.

Know every studio by heart: Learn what makes each location tick, work side by side with studio leaders, and be on-site to fill new studios fast.

What you need to have

A Hospitality Heart: You love taking care of people. You notice the small moments that turn a good visit into a great one, and you want every member to feel like a regular, whether they're in the chair or on the other end of a text.

Professional Background: 4+ years in operations at a fast-growing, consumer business (think fitness, hospitality, spas and salons, marketplaces, or start-up operations). 

Analytics Systems Thinking: Fluent with data and quick to notice when numbers look wrong. You'd rather remove the source of a big problem than get great at firefighting it.

A Way With Words: You write like a person, not a policy. Members should feel like they're the only member that matters when they read your work.

Fresh Eyes: No dental or healthcare experience needed. We'd rather you question how scheduling "should" work than repeat how it's always been done.

Pain tolerance to change an industry: A love for solving problems and a drive to create transformational, lasting impact no matter how hard it is.

What we offer

\n
• Competitive compensation including performance bonuses and equity
\n
• Health insurance
\n
• Mentorship from a top-tier start-up team - working closely with our founding team, and quick opportunities to grow professionally as we scale.
\n
• Ground floor access to a fast-growing startup with outsized equity growth opportunity.
\n