Role 

This role sits at the intersection of operational excellence and cross-functional problem solving. As a Member Operations and Investigations Specialist, you will own two core functions: investigating and resolving platform bugs and escalations, and driving the operational systems — content, tooling, and process documentation — that enable our AI and human Care Coordinators to deliver exceptional member support at scale. You'll partner closely with product, engineering, and clinical teams to surface root causes, close systemic gaps, and make sure the infrastructure behind member care is accurate, efficient, and continuously improving.

Team

You'll be joining the Member Operations & Investigations Specialists team, a small, high-ownership team within Member Operations at Sword Health. The team serves two primary functions: Investigation Ops, focused on identifying, escalating, and driving resolution of bugs and platform issues across Sword's products (Move, Thrive, Bloom, Mind, Vision AI); and Strategic Ops, focused on Help Center content quality, macro management, AI Care Coordinator optimization, and internal process documentation. The team operates as the connective tissue between frontline Care Coordinators and the product and engineering teams that build Sword's platform — translating operational patterns into actionable signals and building the infrastructure that allows our AI to support members effectively.