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Emora Health is a venture-backed virtual behavioral health platform serving kids, teens, and young adults. As Client Experience Product & Operations Lead, you'll own the end-to-end family experience from first booking through ongoing treatment, combining hands-on problem-solving with team leadership and systems building.
You'll manage the Client Experience function, including offshore associates and AI agents, while personally handling the hardest client escalations—late or no-show clinicians, fee disputes, billing surprises, clinician transitions, and public reviews. You'll set communication standards for tough moments and build resolution frameworks that empower your team to use judgment on edge cases.
Your core responsibilities include identifying recurring friction points across onboarding, scheduling, billing, and care transitions; sizing their impact; and translating them into product requirements, workflow changes, and automation in partnership with Product and Engineering. You'll decide where AI agents handle work versus where humans step in, continuously optimizing that split. You'll own the Client Experience scorecard, tying it to retention, lifetime value, and churn metrics.
You'll partner with Clinical and Operations to ensure smooth handoffs when care changes, and over time, extend this approach to provider experience, potentially taking on credentialing and revenue cycle management (RCM).
This is a hands-on builder role, not pure management. You should be equally comfortable solving problems yourself and creating systems that allow others to solve them at scale. You'll enjoy messy operational problems, process improvement, and thinking creatively about how technology and AI enhance client experience.
REQUIREMENTS:
- 4+ years' experience in product operations, client/customer experience, service operations, care operations, or a role blending operations and customer experience (what you built and owned matters more than exact years)
- Experience managing distributed or offshore teams, or clear evidence you can build and lead one
- Excellent written and verbal communication skills; ability to de-escalate upset customers and teach others to do the same
- Systems thinking: ability to turn messy, recurring problems into clear frameworks, workflows, and product requirements
- Comfort with quantitative analysis: sizing problems in dollars and making the business case for spending
- Interest in using AI and automation to scale service without scaling headcount proportionally
- Self-directed, organized, and comfortable owning outcomes in a fast-moving company
- High-energy, hands-on approach; willing to do the work yourself before building processes, teams, or technology to scale it
NICE TO HAVE:
- Experience in digital health, healthcare, telehealth, care navigation, or operationally complex consumer businesses
- Experience working with clinical or multidisciplinary teams
- Experience improving support, scheduling, onboarding, or care-coordination workflows
- Experience implementing AI-enabled workflows, automation, or internal tools
- Experience at early-stage or high-growth companies
