Hospitality Program Lead - US

Hospitality Program Lead - US Location New York Employment Type Full time Location Type Hybrid Department Operations & Markets Customer Support & Hospitality Compensation Estimated Base Salary $135K – $150K • Offers Equity Overview Application Mission Neko Health exists to shift healthcare from treating illness to preventing it, using advanced, non‑invasive technology and clinical expertise to deliver early, actionable health insights. Role Purpose As Hospitality Program Lead, you will define, elevate, and scale the hospitality experience across Neko Health’s clinics and patient-facing teams globally. You will ensure our service standards, training programs, and cultural initiatives create consistently exceptional, human-centred experiences while supporting operational excellence and brand consistency. This role blends strategic program leadership with cultural influence and operational execution. You will partner closely with senior leaders, clinic teams, and People functions to embed hospitality behaviours into the organisation’s DNA—ensuring every patient interaction reflects our commitment to proactive, compassionate healthcare. What You’ll Deliver in the First 6–12 Months · Launch and embed a global hospitality program framework, including standards, SOPs, training, and measurement tools that improve patient experience metrics across clinics (Member-first, always). · Establish a scalable training program for all patient-facing roles, ensuring consistent adoption of hospitality standards across regions (Tech-enabled, human-centred). · Implement a structured service audit and performance tracking system, delivering transparent scorecards that drive measurable improvements in service quality (Hard truths, high hopes). · Strengthen organisational engagement with hospitality culture by embedding service behaviours into hiring, onboarding, and performance processes (Chase 10X, not 10%). · Enable regional leaders with adaptable tools, playbooks, and frameworks that maintain global brand consistency while respecting local cultural and regulatory needs. Minimum Qualifications · 4+ years’ experience in hospitality, customer experience, or service excellence program leadership roles. · Proven track record developing and implementing hospitality standards, training programs, and performance measurement frameworks. · Demonstrated ability to influence senior stakeholders and drive cultural change across complex organisations. · Strong leadership, facilitation, communication, and presentation skills. · Experience managing multi-region or distributed teams and driving alignment across diverse stakeholders. · Ability to analyse service performance data and translate insights into actionable improvements. · High attention to detail, organisation, accountability, and a proactive mindset. Preferred: · Experience in healthcare, health-tech, or other regulated, service-intensive environments. · Familiarity with change management frameworks and organisational development practices. · Experience developing SOP frameworks that balance global consistency with regional flexibility. · Experience building training programs using multiple methodologies (digital, in-person, toolkits, coaching). · Comfort working in fast-scaling, mission-driven organisations. About titles at Neko We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market‑facing role titles. Scope, impact and level of the role are fully aligned and will be clearly discussed throughout the process. 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.