Signature Concierge Program Lead - US

The role

You will define and elevate the end to end experience for Signature members across US clinics. You will lead and operationalise US Concierge teams to ensure high standards of hospitality and personalised care.

What you will do

• Establish a best in class Signature member journey across the US.
• Lead, coach, and develop the US Signature Concierge teams.
• Own and scale a Signature Playbook including SOPs, tone of voice guidelines, and escalation protocols.
• Build partnerships with Product, Marketing, Legal, and Clinic leadership to redesign systems and workflows.
• Drive operational refinements for post visit follow ups and seamless booking and onboarding.
• Lead the rollout of new system features and workflows.

Required qualifications

• Proven track record as a recognised expert or senior leader managing multiple teams or large scale programmes in luxury hospitality, concierge services, or high touch customer support.
• Demonstrated success owning end to end premium client or member experiences at scale.
• Exceptional leadership, communication, and interpersonal skills.
• Strong operational and organisational skills.
• Experience handling sensitive information with discretion and professionalism.
• Ability to operate both strategically and hands on in a fast paced, evolving environment.

Nice to have

• Experience in health tech, healthcare, or other regulated environments.
• Familiarity with scheduling and CRM or support platforms (e.g. Zendesk or equivalent).
• Experience developing SOPs, playbooks, and service standards at scale across multiple teams.
• Multilingual skills or cross cultural experience supporting diverse members.

About the company

Neko is redefining what prevention means by making data-driven, preventative care accessible through proprietary technology and direct clinical care.