Lead and develop the concierge team, optimize member journeys, co-design AI experiences, and drive data-backed growth in a high-touch service environment.
Sword Health is on a mission to free two billion people from pain.
With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using AI Care to change lives, and save millions for our 25,000+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.
Recognized as a Forbes Best Startup Employer in 2025, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our global impact.
Joining Sword means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.
This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by AI, enhanced by people — accessible to all.
Why this role matters :
Our concierge outreach changes lives by pairing cutting-edge MSK care with “unreasonable hospitality.” As we scale both human and AI-driven touchpoints, we need a senior leader who can safeguard that white-glove ethos, coach our live concierges, and hard-wire the same tone, empathy, and problem-solving into the AI concierge we’re building with the Product & Growth teams.
What you’ll do:
- Directly manage Concierge Specialists team and own the metrics to deliver on white-glove driven growth
- Build coaching frameworks, QA scorecards, and career paths that balance clinical empathy with enrollment goals.
- Set voice-and-tone guidelines for email, SMS, chat, and phone outreach.
- Write/approve high-impact scripts that feel personal yet scale to tens of thousands of members - adjusting for client and industry nuance.
- Partner with the Head of Product & Growth and our AI team to translate hospitality playbooks into prompts, guardrails, and escalation logic.
- Validate AI outputs, conduct live A/B tests, and define success metrics for the AI agent.
- Map and iterate outreach flows (initial invite → nurture → expedited VIP enrollment → ongoing support/referrals).
- Ensure excluded or plateauing members receive white-glove hand-offs to in-person MSK specialists or other employer benefits.
- Own funnel KPIs: connection, conversion, enrollment, and downstream clinical / member satisfaction outcomes.
- Convert insights into weekly readouts and cross-functional action plans.
- Model surprise-and-delight problem-solving (e.g., coordinating social-support resources for a homeless member).
- Evangelize these standards across Ops, Product, Clinical, and Client Success.
Lead & develop the concierge team
Own omni-channel member communications
Co-design the AI concierge experience
Optimize the member journey
Drive data-backed growth & quality
Champion “unreasonable hospitality” culture
What we're looking for :
- Hospitality-first leadership :5-8 yrs managing high-touch service, CX, or patient-engagement teams that blend heart with hard metrics
- Lifecycle & growth marketing : Proven success scaling 1:1 outreach programs to >10k contacts/month; fluent in segmentation, testing, and funnel analytics.
- AI-enabled CX : Hands-on experience shaping conversational AI/IVR/chatbots—or deep curiosity plus a track record collaborating with product & ML teams.
- Operational rigor: You create SOPs, dashboards, and continuous-improvement loops that survive rapid startup growth.
- Data-driven storytelling: You translate messy data into clear decisions for executives and frontline staff.
- Creative empathy : Track record of solving non-clinical barriers (transport, social services, language) to unlock care access.
Ideal candidate:
- 5-8 yrs relevant experience.
- Background in digital health, luxury hospitality, or direct to consumer services.
- Skilled in tools like Iterable/Braze, Zendesk, CRM, and BI dashboards (Looker, Tableau).
US - Sword Benefits & Perks:
• Comprehensive health, dental and vision insurance*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family
*Eligibility: Full-time employees regularly working 25+ hours per week
Portugal - Sword Benefits & Perks:
• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to Coursera Learning Platform
*US Applicants Only: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.
*Please note that this position does not offer relocation assistance. If in Portugal, candidates must possess a valid EU visa and be based in Portugal.
SWORD Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.
Top Skills
Iterable,Braze,Zendesk,Crm,Looker,Tableau
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