Remote Client Experience Product & Ops 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

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