What you'll doYou'll own the work that turns a better client experience into stronger reviews and referrals. You'll work across case managers, operations, engineering, and attorneys to find friction and ship fixes.
- Listen directly to clients and frontline teams to understand where the experience breaks down and why.
- Define the metrics that help us understand and improve client experience, with Google reviews and direct client referrals as key outcomes.
- Break problems down from first principles, question assumptions, run focused operational tests, and read the results honestly.
- Turn successful tests into repeatable processes across National Advocates. Own adoption and iteration, then make the improvements work reliably without depending on you.
- Scope larger product improvements with engineering and build smaller tools, workflows, and prototypes yourself, starting with our AI client assistant.
- Track reviews and referrals, explain what is driving changes, and use that evidence to set the next priorities.
- Build trust across teams and drive implementation through people you don't manage.
What will make you successfulYou'll likely thrive if you have- 2-5+ years in S&O, BizOps, consulting, or customer experience operations.
- Direct experience working with end customers or frontline teams.
- Evidence of building and shipping a tool, workflow, or prototype that people actually use.
- Comfort working with data in SQL or advanced spreadsheets.
- Empathy for clients, clear communication, and the ability to bring teams together around a problem.
- A habit of learning quickly, testing ideas, and changing direction when the evidence calls for it.
It's a plus if you have- Experience in consumer health or insurance claims.
- Familiarity with customer experience or communications tools such as Front, Twilio, or Zendesk.
- Spanish language skills.
- Experience building with AI tools such as Claude.
This role may not be for you if- You prefer recommendations and presentations to shipping improvements.
- You blame frontline teams rather than investigating the system around them.
- You want to work at a distance from the people using what you build.
What happens nextAll S&O applicants go through the same interview process:
- Intro: An initial conversation about your background, motivation, and the role.
- Interview: A deeper conversation about how you solve ambiguous problems, build systems, and drive work across teams.
- Case Assignment: A practical exercise exploring your approach to an operational problem, from diagnosis and prioritization to implementation and measurement.
- Onsite: A visit to our NYC office to meet the team, explore the work together, and have lunch.
