Strategy & Operations: Build AI-Driven Client Experience

Finch; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Finch is seeking an experienced operator in S&O/BizOps to improve the client experience and drive more reviews and referrals. You’ll partner with case managers, operations, engineering, and attorneys to identify friction and ship fixes.

You’ll define metrics, run focused tests, and turn results into repeatable processes. The role includes hands-on tool-building with AI client assistant, and you’ll help scale improvements across teams at Finch's NYC office.

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.
• A habit of learning quickly, testing ideas, and changing direction when the evidence calls for it.

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.
• Listen directly to clients and frontline teams to understand where the experience breaks down and why.
• Define the metrics that help us understand and improve client experience, with Google reviews and direct client referrals as key outcomes.
• Break problems down from first principles, question assumptions, run focused operational tests, and read the results honestly.
• Turn successful tests into repeatable processes. Own adoption and iteration, then make the improvements work reliably without depending on you.
• Scope larger product improvements with engineering and build smaller tools, workflows, and prototypes yourself, starting with our AI client assistant.
• Track reviews and referrals, explain what is driving changes, and use that evidence to set the next priorities.
• Build trust across teams and drive implementation through people you don’t manage.

Skills

S&O

BizOps

Consulting

Customer experience

Job description

Finch is seeking an experienced operator in S&O/BizOps to improve the client experience and drive more reviews and referrals. You’ll partner with case managers, operations, engineering, and attorneys to identify friction and ship fixes.

You’ll define metrics, run focused tests, and turn results into repeatable processes. The role includes hands-on tool-building with AI client assistant, and you’ll help scale improvements across teams at Finch's NYC office.