Finch Legal

Strategy & Operations, Client Experience

New York City. Posted 12 days ago

The role

You will own the work that turns client experience into stronger reviews and referrals. You will work across case managers, operations, engineering, and attorneys to find friction and ship fixes.

What you will do

  • Listen directly to clients and frontline teams to understand experience breakdowns.
  • Define metrics to understand and improve client experience.
  • Break problems down from first principles and run operational tests.
  • Turn successful tests into repeatable processes.
  • Scope larger product improvements with engineering.
  • Build smaller tools, workflows, and prototypes.
  • Track reviews and referrals to set next priorities.
  • Build trust across teams and drive implementation.

Required qualifications

  • 2–5+ years 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.
  • A habit of learning quickly, testing ideas, and changing direction when the evidence calls for it.

Nice to have

  • 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.

Before you apply

  • Intro: An initial conversation about your background, motivation, and the role.
  • Interview: A deeper conversation about how you solve ambiguous problems, build systems, and drive work across teams.
  • Case Assignment: A practical exercise exploring your approach to an operational problem.
  • Onsite: A visit to our NYC office to meet the team and have lunch.

About the company

Finch is building the applied AI platform for consumer law. The platform combines AI agents and legal operators to reduce manual work and expand access to justice.