Member Experience Training & Quality Coordinator - US

Neko Health•New York, NY

2d•Hybrid

About The Position

Neko is redefining prevention by making data-driven, preventative care accessible. The Member Experience Training & Quality Coordinator is responsible for implementing the Neko member experience standard across the business, primarily for clinic and centralized support teams. This role involves delivering member experience training, running quality assurance activities to ensure the standard is met in practice, and facilitating training that focuses on mindset shifts rather than just process. The coordinator will conduct experience audits against CARE and the Member First Manifesto, translate observations into coaching and improvement initiatives, and maintain consistency as markets scale. Key responsibilities include coordinating and managing the logistics of training and quality assurance, such as scheduling sessions and audits, and organizing necessary resources. The role also supports the wider rollout of the hospitality program, participating in projects and launch activities for new clinics and teams. The goal is to ensure a consistent and high-quality member experience across all locations and teams, continuously improving the standard over time.

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.
Ability to score consistently and give feedback that changes behavior.
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.
Confident with everyday workplace tools, including Microsoft Word, PowerPoint, Excel and Outlook, to build training materials, track audits and report findings.

Nice To Haves

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.

Responsibilities

Deliver Stage 1 and Stage 2 member experience training consistently to every new clinic cohort in the assigned market.
Conduct 30-day reviews to ensure the mindset shift is landing, not just attendance.
Establish and maintain a regular quality assurance rhythm, including experience audits across clinic and support teams.
Score audits consistently against CARE and the Member First Manifesto, and share clear findings with teams and leads.
Translate audit insights into action, identifying recurring friction points and implementing concrete experience improvements with clinic and support leads.
Build out and deliver support team training to ensure centralized member support holds the same standard as the clinic floor.
Ensure the ongoing learning ecosystem is running smoothly, including monthly AI role play and quizzes, tracking completion, and sharing with Clinic Leads as a coaching tool.
Own the training and audit calendar end-to-end, scheduling sessions around clinic rotas and cohort timing, arranging facilitators, rooms, materials, and joining details, and planning audits on a set cadence.
Support the wider rollout of the hospitality program, participating in projects and launch activities as new clinics and teams come online.