Signature Concierge Program Lead – US

Mission

At Neko Health, our mission is to deliver proactive healthcare for all—empowering members to take control of their health through cutting-edge technology and compassionate care.

Role Purpose

As Signature Concierge Program Lead – US, you will elevate and define the end-to-end experience for our most valued Signature members. You will lead, inspire, and operationalise a high-performing Concierge team, ensuring that every interaction—from booking and onboarding to clinic visits and follow-up—reflects our highest standards of hospitality, discretion, and personalised care.

You will blend strategic leadership with hands-on engagement, setting the tone for service excellence while remaining close to the member experience. Your leadership will directly influence member satisfaction, retention, and brand reputation, reinforcing our commitment to tech-enabled, human-centred care.

What You’ll Deliver in the First 6–12 Months

· Establish a best-in-class Signature member journey in the US, with measurable improvements in member satisfaction and retention (Member-first, always).

· Lead, coach, and develop the US Signature Concierge team, increasing service quality metrics and reducing escalations through proactive problem-solving (Hard truths, high hopes).

· Develop and operationalise a comprehensive Signature Playbook—including SOPs, tone of voice guidelines, and escalation protocols—ensuring consistent, scalable excellence across all touchpoints (Chase 10X, not 10%).

· Strengthen cross-functional collaboration with Product, Marketing, Legal, and Clinic teams to improve systems and workflows supporting Signature members (Tech-enabled, human-centred).

· Implement operational refinements that ensure 100% completion of post-visit follow-ups within 48 hours and seamless booking/onboarding processes.

· Drive the successful rollout of new system features and workflows that enhance personalisation and efficiency for Signature members.

Minimum Qualifications

· Proven experience leading teams in luxury hospitality, concierge services, or high-touch customer support environments.

· Demonstrated success managing end-to-end premium client/member experiences with measurable impact on satisfaction and retention.

· Exceptional leadership, communication, and interpersonal skills, with the ability to inspire excellence in service delivery.

· Strong operational and organisational skills, with meticulous attention to detail.

· Experience handling sensitive information with discretion and professionalism.

· Ability to operate both strategically and hands-on in a fast-paced, evolving environment.

Preferred:

· Experience in health-tech, healthcare, or other regulated environments.

· Familiarity with scheduling and CRM/support platforms (e.g., Zendesk or equivalent).

· Experience developing SOPs, playbooks, and service standards at scale.

· Language skills or cross-cultural experience supporting international clients/members.

Hiring Process

Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team.

Equal Opportunity & Inclusion Statement

Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.