Neko Health
Head of Member Care - Training and Quality
New York, Remote. Posted a month ago
The role
You will set the vision and strategy for member care delivery, defining how QA, Training, and Content work together. You will lead Member Care Excellence performance and use AI to enhance service consistency across the EU, UK, and US.
What you will do
- Set the vision and strategy for member care delivery
- Define how QA, Training, and Content work together within the Operations architecture
- Partner with the Director of Member Care on strategy and roadmap
- Lead Member Care Excellence performance day to day
- Define a QA rubric and calibration process
- Build onboarding, certification, and train the trainer protocols
- Feed QA findings into training, coaching, and content
- Implement a content system of macros, FAQs, and Help Center
- Embed AI across QA, training, and knowledge
- Ensure consistent service standards across EU, UK, and US
Required qualifications
- 8+ years building or scaling Training and/or QA functions, ideally in a contact centre or member support environment
- Senior leadership experience across more than one region
- Track record of setting vision and strategy for a service quality function and turning it into a roadmap
- Experience designing training, certification, and QA systems that work across multiple regions and languages
- Ability to connect quality data back into coaching, curriculum, and content
- Practical, hands on AI fluency applied to support operations
- Comfort owning content and knowledge base infrastructure alongside people development
- Understanding of the sensitivities of healthcare or other high trust, regulated member interactions
Nice to have
- Experience building a QA or Training function from scratch
- Familiarity with knowledge base or content management tooling (Zendesk Guide, Confluence, or similar)
- Experience operating across EU, UK, and US simultaneously, including multilingual support teams
- Background in healthcare, healthtech, or another premium, high touch service brand
- A history of building a service reputation that became a differentiator for the business
About the company
Neko Health is redefining prevention by making data-driven, preventative care accessible through proprietary technology and direct clinical care.