Member Care Excellence Lead at Neko Health in New York, NY

Job description

Mission Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives. Role Purpose Most companies treat support as a cost to contain. We think it can be the thing members tell their friends about. Neko Health is building a new kind of healthcare: proactive, human, and built around the member. The service around it has to live up to that, in every conversation, every language, and every market. Right now, the foundations of that service are yet to be built, and you would shape them. As Head of Member Care - Training and Quality, you will set the vision and strategy for how we deliver excellent member care. That strategy will define how QA, Training, and Content work together, and how they fit into our wider Operations architecture. All of it serves one common goal: to reinforce the Neko brand in everything we do and to exceed expectations every time. You will use AI to make this faster, sharper, and more consistent, without losing the human care at its heart. You will partner directly with the Director of Member Care on strategy and roadmap, and you will lead Member Care Excellence performance day to day. The scope is global across the EU, UK, and US, so you will need to hold one uncompromising standard while respecting the nuance of each region, language, and healthcare context. We are scaling aggressively, and this is the moment to get it right, before the gap is too deep to unwind. If you want to build something extraordinary, something people talk about long after the call ends, this is the role. What You’ll Deliver in the First 6 to 12 Months • A Member Care Excellence strategy and roadmap, aligned to our Operations architecture and the Neko brand, that defines how QA, Training, and Content work together. (Impact, not activity) • A QA rubric and calibration process are defined and live, so “good” is consistent across reps, languages, and regions rather than a gut check. (Impact, not activity) • Real onboarding, certification, and a train the trainer protocol are built and running, so training no longer lives in one person’s head. (Chase 10X, not 10%) • QA findings feed directly into training, coaching, and content, fixing issues at the root rather than one conversation at a time. (Optimistic truth seeking) • A content system of macros, FAQs, and Help Center is live both globally and region specifically, with clear ownership and localisation, so reps aren’t building their own answers. (Tech enabled, human centred) • AI is embedded across QA, training, and knowledge, for example in scoring at scale, surfacing coaching themes, and keeping content current, with humans firmly in the loop on care and judgment. (Tech enabled, human centred) • The approach works consistently across EU, UK, and US, delivering one standard of excellence with local expertise where it matters. (Hard truths, high hopes) • A measurable lift in member experience, with a service standard strong enough that members mention it unprompted. (Impact, not activity) Minimum 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. • A track record of setting vision and strategy for a service quality function and turning it into a roadmap that teams deliver. • Experience designing training, certification, and QA systems that work across multiple regions and languages, and that respect cultural and regulatory nuance. • Proven abil