layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Client Experience Product & Operations Lead at Emora Health

Build and run the Client Experience function, including offshore associates and AI agents. Hire, coach, and manage the team as it grows, while personally staying close to quality and the hardest client issues.
Handle the hardest client escalations yourself, and set how Emora communicates in tough moments: late or no-show clinicians, fee disputes, billing surprises, clinician transitions, and public reviews
Build resolution frameworks that help the team use judgment on cases our standard procedures don't cover
Identify recurring causes of friction across onboarding, scheduling, billing, and care transitions, size the impact, and turn them into product requirements, workflow changes, and automation with Product and Engineering
Decide where AI agents handle the work and where a human steps in, and keep improving that split
Own the Client Experience scorecard and tie it to retention, lifetime value, and churn
Partner with Clinical and Operations so families have a smooth handoff when their care changes
Over time, extend the same approach to provider experience, with the potential to take on credentialing and revenue cycle management (RCM)
Who You Are
4+ years' experience in product operations, client/customer experience, service operations, care operations, or another role that blends operations and customer experience; we care more about what you built and owned than a specific number of years.
Experience managing distributed or offshore teams, or clear evidence you can build and lead one.
An excellent writer who can calm an upset customer by text, email, or phone, and teach others to do the same
A systems thinker who turns messy, recurring problems into clear frameworks, workflows, and product requirements
Comfortable with numbers: you can size a problem in dollars and make the case for spending on it
Interested in using AI and automation to scale service without scaling headcount
Self-directed, organized, and comfortable owning outcomes in a fast-moving company
High-energy, hands-on, and comfortable doing the work yourself before building the process, team, or technology to scale it.
Nice to Have
Experience in digital health, healthcare, telehealth, care navigation, or another operationally complex consumer business
Experience working with clinical or multidisciplinary teams
Experience improving support, scheduling, onboarding, or care-coordination workflows
Experience implementing AI-enabled workflows, automation, or internal tools
Experience at an early-stage or high-growth company

Client Experience Product & Operations Lead

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