Own the client experience at Finch, improving reviews and referrals through collaboration and operational excellence.
Posted by employer 1 week ago
First seen on Joblaze 6 days ago
Last verified on the company career page 43 minutes ago
What you'll build
- Define metrics to improve client experience
- Turn successful tests into repeatable processes
- Scope larger product improvements with engineering
- Track reviews and referrals
- Build trust across teams
Must have
- 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
- Comfort working with data in SQL or advanced spreadsheets
- Empathy for clients and clear communication
Nice to have
- Experience in consumer health or insurance claims
- Familiarity with customer experience or communications tools
- Spanish language skills
- Experience building with AI tools
AI in the day-to-day
Starting with our AI client assistant.
Requirements
- Experience
- 2–5 years
Not disclosed in this posting: compensation, visa sponsorship.
Joblaze summary
In this role, the individual is responsible for enhancing the client experience by identifying and resolving operational friction points through collaboration with various teams. Key skills include experience in strategy and operations, data analysis using SQL or advanced spreadsheets, and a strong background in customer experience. This position is well-suited for someone with 2 to 5 years of relevant experience who can effectively communicate and build trust across teams. Finch, a rapidly growing company in the legal tech space, emphasizes a hands-on approach to problem-solving and continuous improvement.
Joblaze insights
- Listed 6 days ago — first seen on Joblaze November 4, 2026. Last confirmed on Finch's careers page November 10, 2026.
Quick facts
- Is the Strategy & Operations, Client Experience role remote?
- No — this is an on-site role in New York City.
- How much experience is required?
- 2–5 years of relevant experience for this Strategy & Operations, Client Experience role.
- Where is the role based?
- Finch is hiring for this position in New York City.
- What seniority level is this role?
- Finch targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Strategy & Operations, Client Experience role at Finch.
From the original posting
Explore life at Finch for more.
What you’ll do
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. 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.
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.
It’s a plus if you have
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.
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.
What happens next
All S&O applicants go through the same interview process:
Intro: An initial conversation about your background, motivation, and the role.
Interview: A deeper conversation about how you solve ambiguous problems, build systems, and drive work across teams.
Case Assignment: A practical exercise exploring your approach to an operational problem, from diagnosis and prioritization to implementation and measurement.
Onsite: A visit to our NYC office to meet the team, explore the work together, and have lunch.
Standard company text repeated across Finch's postings is omitted here.