Neko Health · 1 day ago
Hospitality Program Lead - US
United States
Full-time
Remote
Mid, Senior Level
$135K/yr - $150K/yr
4+ years expNeko Health is a Swedish health-tech company focused on preventive healthcare and early detection through innovative technology. They are seeking a Hospitality Program Lead to develop and manage service and hospitality programs, ensuring high standards of customer experience across their clinics.
Artificial Intelligence (AI)HealthcareHospitalHealth Care
Responsibilities
Responsible for the delivery and ongoing development of Neko Health’s service & hospitality programs e.g. hospitality standards & training, service quality assurance
Creates strategic plans to drive hospitality culture and engagement within the wider business and empower teams to deliver service excellence
Partners with people team to ensure hospitality culture and behaviours are embedded within our people processes e.g. job descriptions, interviewing & onboarding for all patient facing roles
Define and embed role-specific hospitality standards that include service behaviours - ensuring consistency and clarity across functions
Develop a formalized SOP framework that allows for regional customization while maintaining global brand consistency. Enable local leaders to adapt programming implementations to their cultural & regulatory needs while upholding centralized standards
Create, manage, and maintain essential resources & tools such as checklists, toolkits and other reinforcement resources
Day to day program management responsible for on-time and on-budget commitments
Responsible for the development of training, communication and change management plans to deliver the program roadmap, milestones and overall desired outcomes
Ensure delivery of hospitality training to all patient facing roles
Utilise a variety of training methodologies, innovative techniques, advanced concepts, learning tools, and proven practices to ensure the maximum effectiveness of hospitality training programs
Line manages regional Hospitality Trainers and coaches and develops them ensuring high quality delivery of hospitality training and the sharing of best practise across regions
Responsible for program adoption e.g. training completion, standard delivery, clinic service levels etc
Create and deliver a service audit program using clear documentation to validate consistency and quality across clinics including internal audits, self-audits and mystery shops
Accountable for hospitality performance tracking across multiple KPI’s including surveys and audits, identifying areas for improvements and continuously elevate standards
Implement transparent scorecards to share performance and cultural alignment metrics across all levels of the organisation
Partner with the Global Head of Support & Hospitality & People Team to align on annual goal setting and performance reviews with hospitality behaviours
Maintains direct relationship with senior leaders, supporting their role in driving a hospitality culture and proactively engaging them for input and feedback on hospitality programs
Reviews hospitality performance and feedback with senior and clinic leaders, championing the significance of hospitality delivery and partnering to proactively addressing opportunities for improvement
Qualification
Required
4+ years of experience in centralised hospitality or customer experience role
Skilled at developing and maintaining programs and associated measurement tools and strategies that focus on hospitality best practices, reaction to learning, knowledge transfer, application on the job, and business impact
Demonstrated ability to lead people, drive results, and effect change through influence and across all functions and levels of the organization
Experience building relationships with multiple and varied stakeholders
Experience remotely leading teams & driving impact across a broad geographic remit
Confident and adaptable facilitation, presentation, communication and interpersonal skills
Familiarity with change management frameworks and best practices
Familiarity with business process analysis and data analytics
Expertise with office productivity tools, such as MS Office or G Suite
Growth mindset - constantly learning and iterating to be best-in-class
Self-motivated, accountable, organized, analytical and detail oriented
Company
Neko Health
Neko Health develops scanning technology for preventive healthcare and early detection.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$325.13MKey Investors
Lightspeed Venture PartnersLakestar
2025-01-22Series B· $260M
2023-07-05Series A· $65.13M
Leadership Team
Hjalmar Nilsonne
Founder & CEO
Recent News
General Catalyst
2026-01-20
2026-01-16
2026-01-07
Company data provided by crunchbase