Signature Concierge Program Lead – US

Neko Health•New York, NY

3d•$140,000 - $155,000

About The Position

As a Neko Signature Program Lead, you will lead and inspire the team responsible for delivering an exceptional, seamless, and personalised experience to our most valued Signature members. You will oversee the end-to-end journey for Signature members, ensuring every interaction, across bookings, onboarding, clinic visits, and follow-ups; meets our highest standards of hospitality, discretion, and care. This role blends strategic leadership with a hands-on approach to member support, requiring you to set the tone for service excellence while remaining actively involved in key touchpoints.

Requirements

Proven experience managing teams in luxury hospitality, concierge services, or high-touch customer support environments.
Exceptional leadership, communication, and interpersonal skills.
Strong organisational skills and meticulous attention to detail.
Demonstrated ability to handle sensitive information with discretion and professionalism.
Familiarity with scheduling platforms is preferred
A proactive, solutions-oriented mindset and a passion for creating memorable experiences.
Language skills or cultural sensitivity are advantageous for supporting international members.

Responsibilities

Lead, coach, and develop the Signature Concierge team to consistently deliver outstanding service across all member interactions.
Oversee the full Signature member journey, ensuring every stage, from initial booking to post-visit follow-up; reflects our commitment to excellence and personalisation.
Foster a culture of proactive problem-solving, attention to detail, and continuous improvement within the team.
Collaborate with product, marketing, and legal teams to enhance systems and processes supporting Signature members.
Lead the development and continuous improvement of the Signature member Playbook, including SOPs, tone of voice guidelines, and escalation protocols.
Support the rollout of new system features to elevate the Signature member experience, create accompanying processes, and deliver training to ensure smooth operationalisation.
Ensure the team creates and manages Signature member bookings efficiently within Neko platforms, including profile creation and troubleshooting.
Collaborate with Executive Assistants (EAs), marketing, and operations to guarantee smooth onboarding and clear communication for all new and returning Tier 1 Signature members.
Monitor and refine processes to ensure all member information is complete prior to appointments and that members are fully informed.
Set the standard for in-clinic hospitality, ensuring Signature members are personally greeted and supported throughout their visit by the Concierge team.
Be present in clinic to greet our Tier 1 Signature members and Support them through their visit.
Work closely with clinic teams to resolve any issues affecting member appointments and escalate experience concerns to relevant stakeholders as needed.
Ensure Neko Health Centres are consistently prepared for Signature member visits.
Oversee timely completion of follow-up actions (within 48 hours) to maintain service standards.
Act as an escalation point for complex member queries and requests, supporting the team in delivering prompt and effective solutions.
Monitor Zendesk and other support systems to ensure Signature members are prioritised and receive exceptional support.