Strategy & Operations, Client Experience

New York Cityfull time

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On Site

mid

H1B: no

Finch Legal The Strategy & Operations, Client Experience role at Finch Legal focuses on improving client experience by collaborating across teams to identify friction points and implement solutions. The role involves defining metrics, running operational tests, and building tools and workflows to enhance client interactions.

Responsibilities

You’ll own the work that turns a better client experience into stronger reviews and referrals. You’ll work across case managers, operations, engineering, and attorneys to find 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 across National Advocates. 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.
What will make you successful
You’ll likely thrive if you have
2–5+ years in S&O, BizOps, consulting, or customer experience operations.
Direct experience working with end customers or frontline teams.

Qualification

2–5+ years in S&OEmpathy for clientsA habit of learning quicklySpanish language skillsThis role may not be for you if

Required

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

Preferred

Experience in consumer health or insurance claims.
Familiarity with customer experience or communications tools such as Front, Twilio, or Zendesk.
Spanish language skills.
Experience building with AI tools such as Claude.
This role may not be for you if
You prefer recommendations and presentations to shipping improvements.
You blame frontline teams rather than investigating the system around them.
You want to work at a distance from the people using what you build.

Company

Finch Legal

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Source: ashby

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Must-Have Skills for This Role

SQLGoogle reviewsFrontTwilioZendeskClaude

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Strategy & Operations, Client Experience at Finch Legal · LumiJobs