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Neko Health · 1 day ago

Signature Concierge Program Lead – US

New York

Full-time

Onsite

Senior Level

$140K/yr - $155K/yr

Neko Health is a Swedish healthcare technology company focused on preventative health and early detection. The Signature Program Lead will lead the team to deliver exceptional experiences for Signature members, overseeing their journey and ensuring high standards of service and hospitality.

Artificial Intelligence (AI)Health CareHospital

Responsibilities

Lead, coach, and develop the Signature Concierge team to consistently deliver outstanding service across all member interactions

Oversee the full Signature member journey, ensuring every stage, from initial booking to post-visit follow-up; reflects our commitment to excellence and personalisation

Foster a culture of proactive problem-solving, attention to detail, and continuous improvement within the team

Collaborate with product, marketing, and legal teams to enhance systems and processes supporting Signature members

Lead the development and continuous improvement of the Signature member Playbook, including SOPs, tone of voice guidelines, and escalation protocols

Support the rollout of new system features to elevate the Signature member experience, create accompanying processes, and deliver training to ensure smooth operationalisation

Ensure the team creates and manages Signature member bookings efficiently within Neko platforms, including profile creation and troubleshooting

Collaborate with Executive Assistants (EAs), marketing, and operations to guarantee smooth onboarding and clear communication for all new and returning Tier 1 Signature members

Monitor and refine processes to ensure all member information is complete prior to appointments and that members are fully informed

Set the standard for in-clinic hospitality, ensuring Signature members are personally greeted and supported throughout their visit by the Concierge team

Be present in clinic to greet our Tier 1 Signature members and Support them through their visit

Work closely with clinic teams to resolve any issues affecting member appointments and escalate experience concerns to relevant stakeholders as needed

Ensure Neko Health Centres are consistently prepared for Signature member visits

Oversee timely completion of follow-up actions (within 48 hours) to maintain service standards

Act as an escalation point for complex member queries and requests, supporting the team in delivering prompt and effective solutions

Monitor Zendesk and other support systems to ensure Signature members are prioritised and receive exceptional support

Qualification

Luxury Hospitality ExperienceTeam LeadershipOrganizational SkillsCommunication SkillsScheduling PlatformsLanguage SkillsCultural SensitivityDiscretionSolutions-Oriented MindsetAttention to Detail