Strategy & Operations, Client Experience

What You’ll Do

You’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.

You’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.

All 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.