---
title: 'Client Experience Product & Operations Lead at Emora Health'
canonical: 'https://feeny.ai/job/client-experience-product-operations-lead-emora-health-new-york-ay64jmd73qpf'
type: 'job'
last_seen: '2026-10-18'
---

# Client Experience Product & Operations Lead at Emora Health

- **Company:** Emora Health
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-14
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.ashbyhq.com/emora-health/286e1fa3-d4af-478c-aa4a-2dc256cedd9c

## Job description

Founding Client Experience Product & Operations Lead

## The Role

As a Client Experience Product & Operations Lead, you'll own how Emora's families experience care, from first booking through ongoing treatment. This is a hands-on build-and-run role: you’ll step into the hardest client problems yourself, identify what is breaking, and then build the systems, product improvements, automation, and team practices that prevent those problems from recurring at scale. At Emora, retention is growth: families who stay past the first few sessions drive the business, and many who leave do so after one bad early experience. Your job is to make those moments show the care and build trust. You’ll work across Client Experience, Product, Engineering, Clinical, and Operations to identify friction in the client journey, improve workflows and systems, and help Emora build a more scalable, high-quality experience as the company grows. This role has two halves. You'll know how to de-escalate an angry or frustrated parent into someone who feels heard and confident continuing care with Emora. You'll also build the team, frameworks, workflows, and product fixes that make those escalations less common over time. This is a hands-on builder role, not a pure management role. You should be equally comfortable solving the problem yourself and creating the systems that allow others to solve it at scale. You should enjoy solving messy operational problems, improving processes and tools, and thinking creatively about how technology and AI can improve the client experience.

## What You’ll Do

- Build and run the Client Experience function, including offshore associates and AI agents. Hire, coach, and manage the team as it grows, while personally staying close to quality and the hardest client issues.
- Handle the hardest client escalations yourself, and set how Emora communicates in tough moments: late or no-show clinicians, fee disputes, billing surprises, clinician transitions, and public reviews
- Build resolution frameworks that help the team use judgment on cases our standard procedures don't cover
- Identify recurring causes of friction across onboarding, scheduling, billing, and care transitions, size the impact, and turn them into product requirements, workflow changes, and automation with Product and Engineering
- Decide where AI agents handle the work and where a human steps in, and keep improving that split
- Own the Client Experience scorecard and tie it to retention, lifetime value, and churn
- Partner with Clinical and Operations so families have a smooth handoff when their care changes
- Over time, extend the same approach to provider experience, with the potential to take on credentialing and revenue cycle management (RCM)

## Who You Are

- 4+ years' experience in product operations, client/customer experience, service operations, care operations, or another role that blends operations and customer experience; we care more about what you built and owned than a specific number of years.
- Experience managing distributed or offshore teams, or clear evidence you can build and lead one.
- An excellent writer who can calm an upset customer by text, email, or phone, and teach others to do the same
- A systems thinker who turns messy, recurring problems into clear frameworks, workflows, and product requirements
- Comfortable with numbers: you can size a problem in dollars and make the case for spending on it
- Interested in using AI and automation to scale service without scaling headcount
- Self-directed, organized, and comfortable owning outcomes in a fast-moving company
- High-energy, hands-on, and comfortable doing the work yourself before building the process, team, or technology to scale it.

## Nice to Have

- Experience in digital health, healthcare, telehealth, care navigation, or another operationally complex consumer business
- Experience working with clinical or multidisciplinary teams
- Experience improving support, scheduling, onboarding, or care-coordination workflows
- Experience implementing AI-enabled workflows, automation, or internal tools
- Experience at an early-stage or high-growth company

## About Emora Health

Emora Health is a rapidly growing, venture-backed virtual behavioral health company changing the way mental health care is delivered to kids, teens, and young adults. We are building the industry-leading end-to-end care platform to elevate the care experience for families, while connecting each to licensed, specialized therapists and psychiatric clinicians who work across a range of challenges – including ADHD, anxiety, depression, trauma, and other emotional or behavioral conditions. With 75% of mental health symptoms emerging before age 24 – and fewer than half of youth receiving the care they need – we're on a mission to close the gap in access while advancing care efficacy. By delivering early, effective intervention, we help youth build personal skills, reach key developmental milestones, and develop lasting emotional resilience. We’re seeking ambitious, driven, agile, and passionate candidates who are ready to spearhead our growth and serve as early members of a rapidly growing team.

## About Emora Health

## Company Overview
- **One-liner**: Emora Health provides virtual mental health care for children, teens, and young adults, including therapy, medication management, and comprehensive diagnostic testing.
- **Entity Type**: Private (Seed stage)
- **Headquarters**: New York, United States
- **Founded**: 2023
- **Founders**: Edmond Coku (CEO), Zach Walters (COO)

## Core Business
- Primary industry: Pediatric Mental Health Care (Telehealth)
- Target customers: B2C (families), B2B (K-12 school districts, universities, physician groups, digital health platforms)
- Mission: "To make high-quality mental health care accessible to every child, teen, and young adult who needs it."

## Products & Services
- **Virtual Therapy**: Individual, family, and group therapy using evidence-based modalities (CBT, DBT, play therapy, etc.) for anxiety, depression, ADHD, trauma, behavioral challenges, and more.
- **Medication Management**: Non‑stimulant psychiatry for children and adolescents (SSRIs, SNRIs, non‑stimulant ADHD medications, etc.).
- **Comprehensive Testing**: Telehealth‑based ADHD and autism evaluations (MIGDAS‑2, RIAS‑2) including anxiety, depression, learning differences, and IQ measures; produces 504/IEP documentation.
- **Emora Care Network**: Continuity‑of‑care referral service for services outside Emora’s scope (IOP, PHP, residential, in‑person care, controlled‑substance prescribing, etc.).

## Market Standing
- **Valuation**: Not publicly available
- **Key Metric**: Total Funding – Seed round (3 investors, amount not disclosed)
- **Notable Investors/Partners**: Not disclosed by name (LinkedIn lists 3 investors in seed round)
- **Growth Signals**:
  - 66 employees (+363.6% YoY), 10.9% monthly headcount growth
  - Served 5,000+ families; 4.94/5.0 satisfaction rating across 10,000 reviews
  - 89% of clients show improvement within 5 sessions
  - Licensed in 10 states (AZ, FL, GA, IL, MO, NC, OH, SC, TX, WI)
  - 14 active job postings with a monthly increase of 55.6%

## Competitive Advantages
- Proprietary matching system that pairs each client with a specialist aligned to their specific needs.
- Rigorous clinician vetting (top 7% of licensed therapists, psychologists, and psychiatrists).
- Fully virtual care model with after‑school scheduling and $0 out‑of‑pocket for most families (accepts major insurance including Medicaid).
- High outcome transparency (4.94 rating, 89% improvement rate).
- Comprehensive testing services integrated with care, including 504/IEP documentation.

## Strategic Focus
- Expand geographic footprint (targeting new states and partnerships with school districts and health systems).
- Scale clinician network while maintaining high quality (top 7% vetting).
- Invest in telehealth‑validated diagnostic tools and content resources (Clinical Insights, Resources hubs).

## Why Work Here
- Mission‑driven culture focused on revolutionizing child mental healthcare.
- Remote‑first, flexible hours (after‑school schedules) with weekly payments.
- Competitive hourly rates ($60–$80/hour per Indeed job postings).
- Strong clinical leadership (Dr. Jacquelyn Flood, Clinical Director, with 17+ years of child psychology experience).
- Collaborative, multidisciplinary team environment with opportunities for professional growth.
- Work‑life balance emphasis: no weekends required.

## Sources
1. [emorahealth.com About](https://www.emorahealth.com/about)
2. [emorahealth.com Careers](https://www.emorahealth.com/careers)
3. [LinkedIn Company Profile](https://www.linkedin.com/company/emorahealth)
4. [Indeed Company Page](https://www.indeed.com/cmp/Emora-Health)
5. [emorahealth.com Homepage](https://www.emorahealth.com/)

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