Signature Concierge Program Lead - US
Hybrid (New York)$146.3k - $178.8kFull-timePosted 2w ago
About the role
Leads and operationalises the US Signature Concierge teams to deliver exceptional, hospitality-driven end-to-end experiences for Neko Health's Signature members, from booking and onboarding to clinic visits and follow-up. Focuses on service excellence, scalability, and cross-functional collaboration to improve member satisfaction, retention, and brand reputation.
Responsibilities
- Establish a best in class Signature member journey across the US with measurable improvements in member satisfaction and retention.
- Lead, coach, and develop the US Signature Concierge teams, raising service quality metrics and reducing escalations through proactive problem solving.
- Own and scale a Signature Playbook, including SOPs, tone of voice guidelines, and escalation protocols for future regional adaptation.
- Build 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 the rollout of new system features and workflows that improve personalisation and efficiency for Signature members.
Qualifications
- Proven track record as a recognised 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 organisational skills, with meticulous attention to detail and the 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.
Skills
Required:Leadership and people managementCustomer experience strategyOperational excellenceCross-functional collaboration
Last updated Oct 23, 2026. Interested? Apply on the company site.
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