Clinic Operations Lead

Mission Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives. Role Purpose Neko is scaling fast. Our clinical teams already outnumber HQ across the US and Europe, and that ratio will keep growing. They deliver Neko’s promise to every member, every day – and right now, the information supporting their work is fragmented, inconsistent, and ungoverned. At our current pace, that's not just operational noise. It's a quality and safety risk. This role exists to fix that. The role sits at the centre of two funnels. Inbound: you'll work closely with every team at Neko to shape what reaches clinical staff, when, and how. That means building trusted relationships across the organisation, helping teams understand what clinical staff need, and together making deliberate decisions about what gets communicated, what waits, and what can be consolidated. Outbound: once aligned and prioritised, you translate that into structured, cadenced formats that a dispersed clinical workforce can act on – right channel, right format, right frequency. This is change management as much as communications. You're not just sending updates. You're redesigning how the whole organisation relates to its clinical teams. What you'll deliver in the first 6-12 months Build and enforce the intake model - Design the process that governs how every team at Neko communicates with clinical staff – how requests are submitted, evaluated, sequenced, and approved - Build the centralised view that ensures nothing reaches clinical staff in an uncoordinated or duplicative way - Document decision criteria clearly enough that stakeholders understand and trust how calls are made - Define escalation paths for urgent communications that need to move faster than the standard cadence Drive organisation-wide change management - Partner with senior leadership to establish the intake model as an endorsed, org-wide norm – not an optional service, but the way Neko works - Run a structured roll-out across every team with touch points to clinical staff - Build the relationships that make the process feel collaborative rather than bureaucratic - Report regularly on intake volume, team compliance, and where we need to evolve. Operationalise clinical communications - Start with a clear-eyed audit of how information reaches clinical teams today – the gaps, the overlaps, the friction - Build a global clinical programme with a single source of truth that clinical staff can rely on - Design the right mix of channels and formats for a dispersed, non-desk workforce – including AI-enabled formats like short-form video, audio briefings, and visual summaries - Create repeatable templates that make consistency straightforward for programme managers and local teams - Equip clinic leads with the tools and confidence to communicate well within their teams without losing global coherence - Define the metrics that prove it's working – comprehension, consistency, engagement, reduction in operational noise – and report on them regularly - Build a global communications cadence that helps leadership teams understand what’s changing, what’s ahead and how to prepare. Minimum Qualifications - Proven experience in change management, or programme management, with direct ownership of communication or enablement strategy at scale - Proven experience designing and enforcing intake or governance processes across multiple cross-functional teams – you've built the model, sold it in, and made it stick - A track record running structured communications programmes for large, dispersed frontline workforces - Strong programme management instincts: you bring structure to ambiguity and build systems that hold - A creative communicator who knows when a policy document is right and when a 60-second video does the job better - Genuine fluency with AI tools and an appetite to use them to improve quality, efficiency, and reach - Sharp stakeholder skills: you can align leadership and cross-functional teams, hold the line when needed, and build trust in the process - Experience in high-growth, multi-site consumer services or healthcare strongly preferred - Comfortable working across multiple geographies and time zones - Strong written and verbal English; additional European languages a plus