Signature Concierge Program Lead - US
About The Position
Neko is redefining prevention by focusing on sustaining health before illness occurs, making data-driven, preventative care accessible to more people. Our proprietary technology and direct clinical care combine to deliver personalized, actionable insights in a single, non-invasive visit under an hour. Every role contributes to building a world where prevention is the norm and helps people live longer, healthier lives. As the Signature Concierge Program Lead for the US, you will be responsible for elevating and defining the end-to-end experience for our most valued Signature members across all US clinics. You will act as a recognized expert and senior leader for this function, leading, inspiring, and operationalizing US Concierge teams to ensure every interaction, from booking and onboarding to clinic visits and follow-up, meets the highest standards of hospitality, discretion, and personalized care. This role requires a blend of strategic leadership and hands-on engagement, setting the standard for service excellence in the US while maintaining a close connection to the member experience. Your leadership will directly impact member satisfaction, retention, and brand reputation, and you will establish the foundational elements for scaling the program to other regions.
Requirements
- Proven track record as a recognized expert or senior leader managing multiple teams or large-scale programs in luxury hospitality, concierge services, or high-touch customer support.
- Demonstrated success owning end-to-end premium client or member experiences at scale, with measurable impact on satisfaction and retention.
- Exceptional leadership, communication, and interpersonal skills, with a record of inspiring excellence in service delivery across multiple teams.
- Strong operational and organizational skills, with meticulous attention to detail and the ability to drive innovation and best practice.
- Experience handling sensitive information with discretion and professionalism.
- Ability to operate both strategically and hands-on, solving complex problems in a fast-paced, evolving environment.
Nice To Haves
- Experience in health tech, healthcare, or other regulated environments.
- Familiarity with scheduling and CRM or support platforms (e.g. Zendesk or equivalent).
- Experience developing SOPs, playbooks, and service standards at scale across multiple teams.
- Multilingual skills or cross-cultural experience supporting diverse members.
Responsibilities
- Establish a best-in-class Signature member journey across the US, with measurable improvements in member satisfaction and retention.
- Lead, coach, and develop the US Signature Concierge teams, raising service quality metrics and reducing escalations through proactive, cross-functional problem-solving.
- Own and scale a Signature Playbook, including SOPs, tone of voice guidelines, and escalation protocols, designed for adaptation in other regions.
- Build strong partnerships with Product, Marketing, Legal, and Clinic leadership to redesign systems and workflows supporting Signature members.
- Drive operational refinements ensuring 100% completion of post-visit follow-ups within 48 hours, and seamless booking and onboarding across all US teams.
- Lead the rollout of new system features and workflows that improve personalization and efficiency for Signature members.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
