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Neko Health is redefining preventative care through non-invasive technology and direct clinical care delivered in under an hour. The company makes data-driven, personalized health insights accessible before symptoms appear.
As Signature Concierge Program Lead, US, you will lead and define the end-to-end experience for Neko's most valued Signature members across US clinics. You will serve as the recognized senior expert and leader for this function, blending strategic leadership with hands-on engagement to set the tone for service excellence.
Key responsibilities include:
- Establish a best-in-class Signature member journey across the US with measurable improvements in member satisfaction and retention.
- Lead, coach, and develop US Signature Concierge teams, raising service quality metrics and reducing escalations through proactive, cross-functional problem solving.
- Own and scale a Signature Playbook including SOPs, tone of voice guidelines, and escalation protocols designed for adaptation to other regions.
- Build strong partnerships with Product, Marketing, Legal, and Clinic leadership to redesign systems and workflows supporting Signature members.
- Drive operational refinements ensuring 100% completion of post-visit follow-ups within 48 hours and seamless booking and onboarding across all US teams.
- Lead rollout of new system features and workflows that improve personalization and efficiency for Signature members.
Your leadership will directly influence member satisfaction, retention, and brand reputation, and you will build foundations that enable the programme to scale to other regions.
REQUIREMENTS:
- Proven track record as a recognized expert or senior leader managing multiple teams or large-scale programmes in luxury hospitality, concierge services, or high-touch customer support.
- Demonstrated success owning end-to-end premium client or member experiences at scale, with measurable impact on satisfaction and retention.
- Exceptional leadership, communication, and interpersonal skills with a record of inspiring excellence in service delivery across multiple teams.
- Strong operational and organizational skills, with meticulous attention to detail and ability to drive innovation and best practice.
- Experience handling sensitive information with discretion and professionalism.
- Ability to operate both strategically and hands-on, solving complex problems in a fast-paced, evolving environment.
PREFERRED:
- Experience in health tech, healthcare, or other regulated environments.
- Familiarity with scheduling and CRM or support platforms (e.g., Zendesk or equivalent).
- Experience developing SOPs, playbooks, and service standards at scale across multiple teams.
- Multilingual skills or cross-cultural experience supporting diverse members.
