Client Experience Product & Operations Lead

Ladders; United States; Remote; USD 100,000 - 120,000; Full time

Job summary

Ladders is seeking a Client Experience Product & Operations Lead to shape and scale the client experience function within the healthcare space. You will own systems, workflows, and escalation paths supporting clients and care-related operations, partnering with clinical and operations teams to improve service, retention, and journey efficiency.

The role blends operations leadership with product-minded problem solving, including managing offshore associates and AI agents, and developing

Qualifications

• 4+ years in product operations or client experience roles, with a focus on ownership and impact.
• Experience managing distributed or offshore teams.
• Strong writing skills for effective communication with upset customers and for training others.
• Ability to transform complex problems into structured frameworks and workflows.
• Comfortable with data analysis to quantify issues and justify resource allocation.
• Interest in leveraging AI and automation to enhance service efficiency without increasing headcount.

Responsibilities

• Build and oversee the client experience function, including managing offshore associates and AI agents.
• Directly handle challenging client escalations and establish communication protocols for difficult situations.
• Develop resolution frameworks to empower the team in unique cases outside standard procedures.
• Identify and analyze recurring friction points in the client journey, translating them into actionable product and workflow improvements.
• Determine the optimal balance between AI and human intervention in client interactions.
• Manage the client experience scorecard, linking it to key metrics like retention and churn.
• Collaborate with clinical and operations teams to ensure seamless transitions in client care.

Skills

Product operations

Offshore teams

Writing skills

Problem structuring

Data analysis

AI & automation

Fast-paced environment

Tools

AI agents

Job description

For our client, we are seeking a Client Experience Product & Operations Lead to join the team of a leader in the Healthcare space.

This role will shape and scale the client experience function, blending operational leadership with product-minded problem solving. You will own the systems, workflows, and escalation paths that support both clients and care-related operations. The position requires close partnership with clinical and operations teams to improve service delivery, strengthen retention, and reduce friction across the client journey.

Location: Remote

Compensation: $100,000 – $120,000 annually

Responsibilities

• Build and oversee the client experience function, including managing offshore associates and AI agents
• Directly handle challenging client escalations and establish communication protocols for difficult situations
• Develop resolution frameworks to empower the team in unique cases outside standard procedures
• Identify and analyze recurring friction points in the client journey, translating them into actionable product and workflow improvements
• Determine the optimal balance between AI and human intervention in client interactions
• Manage the client experience scorecard, linking it to key metrics like retention and churn
• Collaborate with clinical and operations teams to ensure seamless transitions in client care

Qualifications

• 4+ years in product operations or client experience roles, with a focus on ownership and impact
• Experience managing distributed or offshore teams
• Strong writing skills for effective communication with upset customers and for training others
• Ability to transform complex problems into structured frameworks and workflows
• Comfortable with data analysis to quantify issues and justify resource allocation
• Interest in leveraging AI and automation to enhance service efficiency without increasing headcount
• Self-motivated and organized, with the ability to thrive in a fast-paced environment

Benefits

• Opportunity to shape and improve client experience in a growing company
• Hands-on role that combines problem-solving with strategic system building
• Potential to influence both client and provider experiences as the role evolves
• Work in a fast-paced, innovative environment that values creativity and initiative

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.