Member Care Excellence Lead
Core
Define and execute the global strategy for Member Care Excellence, integrating QA, Training, and Content to reinforce the Neko brand and exceed member expectations across EU, UK, and US markets.
Role type
Senior leadership, strategy & operations lead for member care excellence
Builds
Global member care service standards, QA rubrics, training protocols, and knowledge base infrastructure
Domain
Healthtech / Member support operations
Deliverable
dashboards & analysis
Required skills
Strategic vision setting, multi-region QA system design, training curriculum development, AI integration in support operations, content infrastructure management, cross-cultural nuance handling
Preferred skills
Building QA/Training functions from scratch, knowledge base tooling expertise (Zendesk, Confluence), simultaneous EU/UK/US operations, healthcare industry background, service reputation building
Technologies
AI tools for QA and knowledge management, Zendesk Guide, Confluence
Responsibilities
Partner with Director of Member Care on strategy and roadmap, lead day-to-day Member Care Excellence performance, design and implement global QA rubrics and calibration processes, build train-the-trainer protocols, integrate QA findings into coaching and content, embed AI into QA and knowledge systems, ensure consistent service standards across regions
Seniority
Senior, hands-on IC with strategic scope