Member Care Operations Workforce Optimization

Mission

Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear.

In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.

Role Purpose

Great service doesn’t happen by accident. It happens when someone sees demand coming, plans for it with precision, and makes sure the right people are in the right place, at the right time, in the right way.

Neko Health is building a new kind of healthcare: proactive, human, and built around the member. Behind every call answered, every message returned, and every clinic visit that runs smoothly is a team that was in the right place at the right time. Right now, the workforce and analytics foundations that make that possible across our markets are still being built, and you would shape them.

As Workforce Optimization Lead, you will set the vision and strategy for how Member Care Operations forecasts, plans, and optimises its people. That strategy will use data and analytics to anticipate demand across an ever changing mix of channels, and it will fit into our wider Operations architecture. All of it serves one common goal: to reinforce the Neko brand in everything we do and to exceed expectations every time. You will use AI and analytics to make it faster, sharper, and more predictive, without losing the human care at its heart.

You will work cross functionally across the whole of Neko, partnering with teams in every function and region. The scope is global, so you will need to hold one consistent standard while respecting the nuance of each market, language, and labour environment.

We are scaling aggressively, and this is the moment to get it right, before the gap is too deep to unwind. If you want to build something extraordinary, something members feel every time they reach us, this is the role.

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

• Build and maintain data driven global and regional demand forecasts across a dynamic, evolving mix of channels (such as phone, email, chat, and messaging), adapting models as new channels launch, volumes shift between them, and member preferences change. Factor in bookings, scan volumes, campaigns, market launches, and seasonality.

• Create capacity plans and schedules that balance service levels, team wellbeing, and cost across time zones, languages, and sites.

• Plan staffing for new market and clinic launches, from opening headcount to ramp up curves.