Client Experience Lead, Product & Operations

Emora Health

. Build and run Emora's Client Experience function, including offshore associates and AI agents .

Posted 10/9/2026full-timeNew York City • New York • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing client experience functions, including team leadership, problem resolution, and the integration of AI and automation to enhance service delivery. Proficient in developing frameworks and workflows that address recurring operational challenges while ensuring high-quality client interactions.

Highest-signal resume keywords

Client Experience ManagementTeam LeadershipSystems ThinkingAI IntegrationOperational Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product OperationsService OperationsCare OperationsWorkflow DevelopmentData AnalysisAutomation ImplementationClient Escalation ManagementQuality AssuranceProcess ImprovementDigital Health Experience

Soft Skills

Excellent Writing SkillsSelf-DirectedOrganizedHigh-EnergyInterpersonal Communication

Industry Keywords

HealthcareTelehealthCare NavigationClient RetentionRevenue Cycle ManagementOnboardingSchedulingCare CoordinationMultidisciplinary TeamsOperational Complexity

About the role

Key responsibilities & impact

Build and run Emora's Client Experience function, including offshore associates and AI agents
Hire, coach, and manage the team while maintaining close involvement in quality and difficult client issues
Personally handle difficult client escalations involving clinicians, fees, billing, clinician transitions, and public reviews
Define communication approaches for challenging client situations
Build resolution frameworks for cases not covered by standard procedures
Identify recurring friction across onboarding, scheduling, billing, and care transitions
Size the impact of recurring problems and translate findings into product requirements, workflow changes, and automation with Product and Engineering
Decide where AI agents handle work and where human intervention is needed, continually improving that division
Own the Client Experience scorecard and connect it to retention, lifetime value, and churn
Partner with Clinical and Operations to ensure smooth care-transition handoffs
Potentially extend the approach to provider experience, credentialing, and revenue cycle management

Requirements

What you’ll need

4+ years' experience in product operations, client/customer experience, service operations, care operations, or another role blending operations and customer experience
Experience managing distributed or offshore teams, or clear evidence of ability to build and lead one
Excellent writing skills, including calming upset customers by text, email, or phone and teaching others to do the same
Systems-thinking ability to turn recurring problems into frameworks, workflows, and product requirements
Comfort with numbers, sizing problems in dollars, and making the case for spending
Interest in using AI and automation to scale service without scaling headcount
Self-directed, organized, and comfortable owning outcomes in a fast-moving company
High-energy, hands-on, and comfortable doing the work before building processes, teams, or technology to scale it
Nice to have: experience in digital health, healthcare, telehealth, care navigation, or another operationally complex consumer business
Nice to have: experience working with clinical or multidisciplinary teams
Nice to have: experience improving support, scheduling, onboarding, or care-coordination workflows
Nice to have: experience implementing AI-enabled workflows, automation, or internal tools
Nice to have: experience at an early-stage or high-growth company