Member Experience Training & Quality Coordinator - US

Neko Health • New York, NY

3d • $100,800 - $123,200 • Hybrid

About The Position

Neko is redefining prevention by making data-driven, preventative care accessible to more people before symptoms appear. This role is crucial in making the Neko member experience standard a reality on the ground. The Member Experience Training & Quality Coordinator will deliver member experience training to various teams, primarily clinic and centralized support teams, and manage the quality assurance activities to ensure the standard is being met in practice. This is a delivery role central to a culture change program, involving facilitating mindset-shifting training, conducting experience audits against CARE and the Member First Manifesto, and translating observations into coaching and improvements. The role ensures consistency and elevation of standards across scaling markets, owning the coordination and logistics for training and quality assurance, including scheduling, and supporting wider rollout projects and launch activities for new clinics and teams.

Requirements

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience, ideally in a high-touch service, hospitality, or premium retail environment.
• Confident facilitator, comfortable leading a room of clinicians and operators and holding attention and energy across a full-day session.
• Hands-on experience running quality assurance or experience audits, mystery shopping, or service standard reviews, with the ability to score consistently and give feedback that changes behavior.
• A sharp eye for service detail and what separates a good experience from an exceptional one, drawn from service design and hospitality thinking rather than process alone.
• Organized and self-directed, able to run a training and audit calendar across multiple sites and cohorts without dropping the standard.
• Excellent written and verbal communication skills.
• Credibility to influence teams and leads who do not report to you.
• Willingness to travel regularly between clinic sites, and occasionally between markets.
• Experience supporting a multi-site clinic, hospitality, or retail rollout as it scales.
• Experience with digital learning tools, an LMS, or AI-enabled training and assessment.
• Confident with everyday workplace tools, including Microsoft Word, PowerPoint, Excel and Outlook, to build training materials, track audits and report findings.

Responsibilities

• Deliver Stage 1 and Stage 2 member experience training consistently to every new clinic cohort in the assigned market, with 30-day reviews to confirm mindset shift.
• Establish and maintain a regular quality assurance rhythm, including experience audits across clinic and support teams, scored against CARE and the Member First Manifesto.
• Analyze audit insights to identify recurring friction points and implement at least two concrete experience improvements with clinic and support leads.
• Build out and deliver support team training to ensure centralized member support upholds the same standard as the clinic floor.
• Ensure the ongoing learning ecosystem runs smoothly, including monthly AI role plays and quizzes, tracking completion for use as a coaching tool.
• Own the training and audit calendar end-to-end, including scheduling sessions around clinic rotas and cohort timing, arranging facilitators, rooms, materials, and joining details, and planning audits on a set cadence.
• Support projects and launch activity as new clinics and teams come online.

What This Job Offers

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