Member Experience Training & Quality Coordinator - US

Role Purpose

As the Member Experience Training & Quality Coordinator, you will bring Mission Neko’s member experience standard to life on the ground. You will deliver member experience training to clinic and centralised support teams, run quality assurance activities to verify the standard is being met, and translate findings into coaching and improvements. This role sits at the heart of a live culture change programme, ensuring consistency and continuous improvement across every site and cohort as we scale.

What You’ll Deliver in the First 6–12 Months

• Stage 1 and Stage 2 member experience training delivered consistently to every new clinic cohort in your market, with 30-day reviews confirming mindset shifts, not just attendance.
• A regular quality assurance rhythm: experience audits across clinic and support teams, scored consistently against CARE and the Member First Manifesto, with findings shared back to teams and leads.
• Audit insights turned into action: recurring friction points identified early and at least two concrete experience improvements implemented with clinic and support leads.
• Support team training built out and delivered alongside clinic training, ensuring centralised member support upholds the same standard as the clinic floor.
• The ongoing learning ecosystem running smoothly, including the monthly AI role play and quiz, with completion tracked and shared with Clinic Leads as a coaching tool.
• A training and audit calendar owned end to end: sessions scheduled around clinic rotas and cohort timing, facilitators, rooms, materials and joining details arranged, and audits planned on a set cadence so every site and team is covered without gaps.

Minimum Requirements

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience, ideally in a high-touch service, hospitality, or premium retail environment.
• A confident facilitator, comfortable leading a room of clinicians and operators and holding attention and energy across a full-day session.
• Hands-on experience running quality assurance or experience audits, mystery shopping, or service standard reviews, with the ability to score consistently and give feedback that changes behaviour.
• A sharp eye for service detail and what separates a good experience from an exceptional one, drawn from service design and hospitality thinking rather than process alone.
• Organised and self-directed, able to run a training and audit calendar across multiple sites and cohorts without dropping the standard.
• Excellent written and verbal communication, and the credibility to influence teams and leads who do not report to you.
• Willingness to travel regularly between clinic sites, and occasionally between markets.
• Experience supporting a multi-site clinic, hospitality, or retail rollout as it scales.
• Experience with digital learning tools, an LMS, or AI-enabled training and assessment.
• Confident with everyday workplace tools, including Microsoft Word, PowerPoint, Excel and Outlook, to build training materials, track audits and report findings.

Compensation

$100.8K – $123.2K