Member Care Excellence Lead

Neko Health•New York, NY

6d•$146,250 - $178,750

About The Position

Neko Health is redefining preventative care by making data-driven, personalized health insights accessible. Our mission is to make prevention the norm, enabling people to live longer, healthier lives. We are building a proactive, human-centered healthcare service, and the support surrounding it must match this vision. The Member Care Excellence Lead will shape the foundations of this service, defining the strategy for delivering excellent member care across all interactions, languages, and markets. This role is crucial for reinforcing the Neko brand and exceeding member expectations, leveraging AI to enhance speed, sharpness, and consistency while maintaining a human touch. The position reports directly to the Director of Member Care, with a global scope across the EU, UK, and US, requiring a unified standard of excellence while respecting regional nuances.

Requirements

8+ years building or scaling Training and/or QA functions, ideally in a contact center or member support environment.
Senior leadership experience across more than one region.
A track record of setting vision and strategy for a service quality function and translating it into a deliverable roadmap.
Experience designing training, certification, and QA systems that function across multiple regions and languages, respecting cultural and regulatory nuances.
Proven ability to connect quality data back into coaching, curriculum, and content.
Practical, hands-on AI fluency applied to support operations (e.g., AI-assisted QA, knowledge management, agent enablement), with sound judgment on human care's role.
Comfort owning content and knowledge base infrastructure alongside people development.
Understanding of the sensitivities of healthcare or other high-trust, regulated member interactions.

Nice To Haves

Experience building a QA or Training function from scratch.
Familiarity with knowledge base or content management tooling (Zendesk Guide, Confluence, or similar).
Experience operating across EU, UK, and US simultaneously, including multilingual support teams.
Background in healthcare, healthtech, or another premium, high-touch service brand.
A history of building a service reputation that became a business differentiator.

Responsibilities

Set the vision and strategy for excellent member care, defining how QA, Training, and Content integrate within the Operations architecture.
Lead Member Care Excellence performance day-to-day.
Develop and implement a Member Care Excellence strategy and roadmap aligned with Operations and the Neko brand.
Define and implement a QA rubric and calibration process for consistent quality across representatives, languages, and regions.
Build and run onboarding, certification, and train-the-trainer protocols.
Ensure QA findings directly inform training, coaching, and content to address issues at their root.
Establish a content system including macros, FAQs, and a Help Center with clear ownership and localization.
Embed AI across QA, training, and knowledge management for scaled scoring, coaching theme identification, and content currency, ensuring human oversight.
Ensure the approach works consistently across EU, UK, and US, maintaining a high standard of excellence with local expertise.
Drive a measurable lift in member experience, aiming for a service standard that members mention unprompted.