Neko Health
Head of Member Care - Training and Quality
$214K–$261K
New York · Hybrid · Director · Full-time · Posted Oct 8, 2026
- Experience
- 8+ years building or scaling Training and/or QA functions.
About the job
Leads the strategy and day-to-day performance of Member Care Excellence, building global QA, training, and content systems and using AI to improve member care across regions.
What you'll do
- Set the Member Care Excellence strategy and roadmap, aligning QA, Training, and Content with Operations and the Neko brand.
- Build and lead QA, onboarding, certification, coaching, and knowledge content systems across regions and languages.
- Embed AI in QA, training, and knowledge workflows while keeping humans responsible for care and judgment.
What they ask for
- 8+ years building or scaling Training and/or QA functions; senior leadership experience across more than one region.
- Track record setting strategy for a service quality function and turning it into a deliverable roadmap.
- Experience designing training, certification, and QA systems across regions and languages, and connecting quality data to coaching, curriculum, and content.
- Practical AI fluency in support operations; comfort owning content and knowledge infrastructure; understanding of high-trust, regulated 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 across EU, UK, and US, multilingual support, healthcare or healthtech, or premium high-touch service brands.
Pay
$213,750 – $261,250 (USD; base salary)
Tools
Zendesk Guide, Confluence
AI focus
Apply AI across QA, training, and knowledge, including scoring at scale, surfacing coaching themes, and keeping content current, with humans in the loop for care and judgment.
Model-written summary · the original posting is authoritative