Strategic Ops & Client Experience Lead

Finchlegal; New York (NY); On-site; USD 110,000 - 200,000; Full time

Job summary

Finch is building the applied AI platform for consumer law. We are seeking a Strategy & Operations professional to optimize client experience through cross-functional collaboration in NYC. You will define metrics, run operational tests, and ship improvements that drive reviews and referrals.

You will work with case managers, operations, engineering, and attorneys to identify friction, measure outcomes, and scale successful pilots into repeatable processes.

Qualifications

• 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.

Responsibilities

• Own the work that turns a better client experience into stronger reviews and referrals.
• Collaborate across case managers, operations, engineering, and attorneys to identify friction and ship fixes.
• Define the metrics that help us understand and improve client experience, with reviews and referrals as key outcomes.
• Break problems down from first principles, test ideas, and read results honestly.
• Scale successful tests into repeatable processes and drive adoption.

Skills

Strategy & Ops

BizOps

Consulting

Customer experience operations

SQL

Advanced spreadsheets

Stakeholder collaboration

Tools

Front

Twilio

Zendesk

Claude

Job description

Finch is building the applied AI platform for consumer law. We are seeking a Strategy & Operations professional to optimize client experience through cross-functional collaboration in NYC. You will define metrics, run operational tests, and ship improvements that drive reviews and referrals.

You will work with case managers, operations, engineering, and attorneys to identify friction, measure outcomes, and scale successful pilots into repeatable processes.