Signature Concierge Program Lead

Neko Health

. Establish a best in class Signature member journey across the US, with measurable improvements in member satisfaction and retention .

Posted 10/8/2026full-timeNew York City • New York • United StatesSenior💰 $146,250 - $178,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing premium client experiences and leading teams in luxury hospitality or high-touch customer support. Proven ability to drive operational excellence, develop service standards, and enhance member satisfaction in regulated environments.

Highest-signal resume keywords

Luxury Hospitality ManagementEnd To End Client Experience OwnershipOperational ExcellenceSOP DevelopmentMultilingual Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Service Standards DevelopmentProblem SolvingOperational RefinementsCross Functional CollaborationAttention To Detail

Soft Skills

LeadershipCommunicationInterpersonal SkillsInspiring ExcellenceDiscretion

Tools & Technologies

CRM PlatformsZendeskScheduling Software

Industry Keywords

Concierge ServicesHealth TechHealthcareRegulated EnvironmentsMember Satisfaction

About the role

Key responsibilities & impact

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
Raise service quality metrics and reduce escalations through proactive, cross functional problem solving
Own and scale a Signature Playbook, including SOPs, tone of voice guidelines, and escalation protocols
Build partnerships with Product, Marketing, Legal, and Clinic leadership to redesign systems and workflows supporting Signature members
Drive operational refinements to ensure 100% completion of post visit follow ups within 48 hours
Ensure seamless booking and onboarding across all US teams
Lead rollout of new system features and workflows that improve personalisation and efficiency for Signature members
Elevate and define the end to end experience for Signature members across US clinics

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Equity
Optional diversity survey participation
Application may be retained for 2 years for consideration for similar opportunities