Client Experience Product & Operations Lead

Emora Health • New York, NY

2d

About The Position

As a Client Experience Product & Operations Lead, you'll own how Emora's families experience care, from first booking through ongoing treatment. This is a hands-on build-and-run role: you’ll step into the hardest client problems yourself, identify what is breaking, and then build the systems, product improvements, automation, and team practices that prevent those problems from recurring at scale. At Emora, retention is growth: families who stay past the first few sessions drive the business, and many who leave do so after one bad early experience. Your job is to make those moments show the care and build trust. You’ll work across Client Experience, Product, Engineering, Clinical, and Operations to identify friction in the client journey, improve workflows and systems, and help Emora build a more scalable, high-quality experience as the company grows. This role has two halves. You'll know how to de-escalate an angry or frustrated parent into someone who feels heard and confident continuing care with Emora. You'll also build the team, frameworks, workflows, and product fixes that make those escalations less common over time. This is a hands-on builder role, not a pure management role. You should be equally comfortable solving the problem yourself and creating the systems that allow others to solve it at scale. You should enjoy solving messy operational problems, improving processes and tools, and thinking creatively about how technology and AI can improve the client experience.

Requirements

• 4+ years' experience in product operations, client/customer experience, service operations, care operations, or another role that blends operations and customer experience; we care more about what you built and owned than a specific number of years.
• Experience managing distributed or offshore teams, or clear evidence you can build and lead one.
• An excellent writer who can calm an upset customer by text, email, or phone, and teach others to do the same
• A systems thinker who turns messy, recurring problems into clear frameworks, workflows, and product requirements
• Comfortable with numbers: you can size a problem in dollars and make the case for spending on it
• Interested 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 yourself before building the process, team, or technology to scale it.

Nice To Haves

• Experience in digital health, healthcare, telehealth, care navigation, or another operationally complex consumer business
• Experience working with clinical or multidisciplinary teams
• Experience improving support, scheduling, onboarding, or care-coordination workflows
• Experience implementing AI-enabled workflows, automation, or internal tools
• Experience at an early-stage or high-growth company

Responsibilities

• Build and run the Client Experience function, including offshore associates and AI agents. Hire, coach, and manage the team as it grows, while personally staying close to quality and the hardest client issues.
• Handle the hardest client escalations yourself, and set how Emora communicates in tough moments: late or no-show clinicians, fee disputes, billing surprises, clinician transitions, and public reviews
• Build resolution frameworks that help the team use judgment on cases our standard procedures don't cover
• Identify recurring causes of friction across onboarding, scheduling, billing, and care transitions, size the impact, and turn them into product requirements, workflow changes, and automation with Product and Engineering
• Decide where AI agents handle the work and where a human steps in, and keep improving that split
• Own the Client Experience scorecard and tie it to retention, lifetime value, and churn
• Partner with Clinical and Operations so families have a smooth handoff when their care changes
• Over time, extend the same approach to provider experience, with the potential to take on credentialing and revenue cycle management (RCM)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed