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Neko Health is building preventative healthcare through data-driven, non-invasive clinical visits that deliver personalized insights before symptoms appear. The company is scaling aggressively across the EU, UK, and US, and seeks a Member Care Excellence Lead to architect the strategy and operations that will make member support a brand differentiator.
In this role, you will partner directly with the Director of Member Care to set vision and strategy for how Quality Assurance, Training, and Content functions work together globally. You will lead Member Care Excellence performance day-to-day, holding one uncompromising standard of excellence while respecting regional, linguistic, and healthcare regulatory nuance across three major markets.
Key deliverables in the first 6–12 months include:
• Develop a Member Care Excellence strategy and roadmap aligned to Operations architecture and brand, defining how QA, Training, and Content integrate.
• Design and implement a QA rubric and calibration process ensuring consistency across representatives, languages, and regions.
• Build real onboarding, certification, and train-the-trainer protocols to scale training beyond individual knowledge holders.
• Create feedback loops where QA findings directly inform training, coaching, and content updates, fixing root causes rather than individual interactions.
• Establish a global content system (macros, FAQs, Help Center) with clear ownership and localization, reducing ad-hoc rep answers.
• Embed AI across QA, training, and knowledge management—such as automated scoring, coaching theme surfacing, and content currency—while keeping humans central to care and judgment.
• Deliver consistent excellence across EU, UK, and US with local expertise where it matters.
• Achieve measurable member experience lift, with service quality strong enough members mention it unprompted.
You will use AI to make operations faster, sharper, and more consistent without losing the human care at the heart of the service. This is a moment to build the foundations right before scaling further.
REQUIREMENTS:
• 8+ years building or scaling Training and/or QA functions, ideally in a contact centre or member support environment, with senior leadership experience across more than one region.
• Track record of setting vision and strategy for a service quality function and translating it into a roadmap teams deliver.
• Experience designing training, certification, and QA systems that work across multiple regions and languages, respecting cultural and regulatory nuance.
• Proven ability to connect quality data back into coaching, curriculum, and content—not just score interactions.
• Practical, hands-on AI fluency applied to support operations (AI-assisted QA, knowledge management, agent enablement) with sound judgment on where human care must lead.
• Comfort owning content and knowledge base infrastructure alongside people development.
• Understanding of sensitivities in healthcare or other high-trust, regulated member interactions.
PREFERRED:
• Experience building a QA or Training function from scratch rather than scaling an existing one.
• Familiarity with knowledge base or content management tooling (Zendesk Guide, Confluence, or similar).
• Experience operating across EU, UK, and US simultaneously with multilingual support teams.
• Background in healthcare, healthtech, or another premium, high-touch service brand.
• History of building a service reputation that became a business differentiator.
