Signature Concierge Experience Lead

Alt; New York (NY); On-site; USD 140,000 - 220,000; Full time

Job summary

Alt is redefining prevention through data-driven care. As Signature Concierge Program Lead, US, you will elevate the end-to-end experience for our Signature members across US clinics, leading the US Concierge teams with hospitality and discretion.

You will blend strategic leadership with hands-on engagement, partnering with Product, Marketing, Legal, and Clinic leadership to redesign workflows, scale the program, and ensure timely post-visit follow-ups.

Qualifications

• Proven record of leading multi-team or large-scale programmes in luxury hospitality or high-touch services.
• Experience delivering premium client experiences at scale with measurable impact.
• Exceptional leadership and communication across diverse teams.
• Strong operational discipline with attention to detail and process improvement.
• Experience handling sensitive information with discretion.
• Ability to balance strategy with hands-on execution in a fast-paced environment.

Responsibilities

• Establish a best in class Signature member journey across the US, with measurable improvements in satisfaction and retention.
• Lead, coach, and develop the US Signature Concierge teams, raising service quality and reducing escalations.
• Own and scale a Signature Playbook, including SOPs and escalation protocols.
• Build partnerships with Product, Marketing, Legal, and Clinic leadership to redesign systems and workflows.
• Drive operational refinements ensuring 100% completion of post-visit follow ups within 48 hours.
• Lead rollout of new system features and workflows for personalization and efficiency.

Skills

Leadership

Customer experience

Cross-functional collaboration

Strategic thinking

Operational excellence

Discretion handling

Tools

Zendesk

CRM systems

Job description

Alt is redefining prevention through data-driven care. As Signature Concierge Program Lead, US, you will elevate the end-to-end experience for our Signature members across US clinics, leading the US Concierge teams with hospitality and discretion.

You will blend strategic leadership with hands-on engagement, partnering with Product, Marketing, Legal, and Clinic leadership to redesign workflows, scale the program, and ensure timely post-visit follow-ups.