Strategy & Operations, Client Experience

Finch • New York, NY

3d

About The Position

Finch is hiring for a Strategy & Operations role focused on client experience. The role owns work that improves the client experience and contributes to stronger reviews and referrals, partnering across case management, operations, engineering, and attorneys to identify friction and implement fixes. The position involves understanding client and frontline-team experiences, defining and tracking metrics, testing operational improvements, building tools and workflows, and making successful changes repeatable across National Advocates. It also includes scoping larger product improvements with engineering and independently building smaller tools and prototypes, beginning with Finch’s AI client assistant.

Requirements

• 2–5+ years of experience in S&O, BizOps, consulting, or customer experience operations.
• Direct experience working with end customers or frontline teams.
• Evidence of building and shipping a tool, workflow, or prototype that people actually use.
• Comfort working with data in SQL or advanced spreadsheets.
• Empathy for clients, clear communication, and the ability to bring teams together around a problem.
• Ability to learn quickly, test ideas, and change direction when evidence calls for it.

Nice To Haves

• Experience in consumer health or insurance claims.
• Familiarity with customer experience or communications tools such as Front, Twilio, or Zendesk.
• Spanish language skills.
• Experience building with AI tools such as Claude.

Responsibilities

• Listen directly to clients and frontline teams to identify where the experience breaks down and understand why.
• Define metrics for understanding and improving client experience, with Google reviews and direct client referrals as key outcomes.
• Analyze problems from first principles, question assumptions, run focused operational tests, and evaluate results honestly.
• Turn successful tests into repeatable processes across National Advocates; own adoption and iteration and make improvements work reliably without depending on you.
• Scope larger product improvements with engineering and build smaller tools, workflows, and prototypes independently, starting with the AI client assistant.
• Track reviews and referrals, explain what is driving changes, and use evidence to set priorities.
• Build trust across teams and drive implementation through people you do not manage.

What This Job Offers

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