Head of Client Experience

Posted 3.19.24
New York, NY
Kickoff is an AI-enabled personal training and nutrition coaching service. Our mission is to make life-changing coaching accessible, enabling millions of people to live healthier, happier lives, and ultimately putting a dent in the global obesity epidemic. We combine the best of technology and the best of human coaching to create an experience that’s better than the sum of the two parts, providing the guidance and accountability that motivates and enables clients to change their lives for good.
The Head of Client Experience will be the CEO of the consumer side of our business. It’s a unique cross functional role focused on Product but also requiring Business Operations, Strategy, Wellness, and Management expertise. This individual will weave together our client app and daily expert coach guidance to drive long term behavior change and health for our clients. He or she will also be responsible for managing our Customer Support team so he or she will have a pulse on all issues our clients face.
This individual will ensure every client has an incredible, life-changing, rewarding experience that drives them to tell everyone they know about Kickoff.
This role comes with a lot of responsibility and is not for everyone – it is for someone who wants to scale a world-changing product.
– Combine product and operations to ensure every client has a life-changing, rewarding experience from the moment they subscribe onward
– Drive client retention and client referral by delighting clients so much they recruit friends and family to train with us
– Conduct user research, competitive research, and analysis to understand underlying client needs and opportunities to delight
– Define product needs for the client app and coach apps and work with our designer to design solutions, including further building out our generative AI tooling
– Work closely with Kickoff’s CEO to devise, test, and iterate on the optimal client programming and journey for our target client personas
– Manage our customer support team to ensure every support ticket is managed well and to understand and address issues in client experience
– Serve as a leadership team member and help to guide Kickoff’s strategy
Skills and experience
– 6+ years experience with product and operations
– Expertise in using both quantitative data (i.e. metrics, analytics) and qualitative data (i.e. user surveys and interviews) to inform prioritization and decisions
– You can analyze data yourself by writing SQL queries and using data analysis and event tracking tools
– Startup experience
– Design and UX skills – you don’t have to be a designer but you do have to be able to think like one
Motivations and style
– Passion for our mission and intrinsic motivation to bring it about
– Excitement about collaborating in person at our Union Sq, NYC office with our awesome team
– Startup mindset  – you’re an owner who’s willing to take risks, test and learn, and move quickly
– Willing to work hard with grit and focus
Nice to haves
– Management experience
– Consulting experience
– Figma experience
– Competitive salary and generous equity
– Unlimited vacation policy
– 100% covered medical, dental, and vision insurance
– Competitive Paid Parental Leave for parents
– Free Kickoff training for you and family
– The most awesome team to build with!!
🚀 Drive impact with 10x projects
🧑‍🔬 Learn with B+ quality & iterate
💜 Support and challenge each other
🪑 Remember the 3 legged stool (client, coach, and company)
🏠 Take ownership
📔 Simplify
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