Client Experience & Operations Concierge (Executive Experience Preferred)

The Role:
The Client Experience & Operations Concierge plays a critical role in ensuring a seamless, high-touch client journey within OWN IT. This role is responsible for managing front-end and mid-journey operational execution, acting as a central point of coordination across clients, coaches, vendors, laboratories, and internal systems.

This individual reports directly to the Director of Coaching & Client Success and serves as a key operational partner in delivering a luxury experience for OWN IT clients while supporting coaches and maintaining strong vendor relationships.

Currently, we are seeking a VA with the skill set to manage, develop and fulfill:
- New Client Support: client onboarding, including managing Google Sheets, product ordering, HubSpot integration and payments, communicating directly with clients regarding the client journey and processes;
- Existing Client Support: managing client journey, product ordering, coordinating with Health Coaches and Medical Advisors, responding to client inquiries, conversion and payment links for continuing programs;
- Managing relationships with partners & vendors, including providing feedback;
- Warehouse Support: product ordering, management of inventory, tracking shipments;
- Collaboration: attend weekly meetings with the Operations Team and provide updates on pending tasks and issues;
- Further Support to the Director of Coaching & Client Success and the Operations team.

Role Requirements:
The ideal candidate demonstrates exceptional organization, communication, and operational ownership, with experience in high-touch client environments.

Required Skills & Experience:
- Proficiency with CRMs and tools such as HubSpot, Practice Better, Slack, Asana, Notion, Everfit, and G-Suite;
- Strong attention to detail in record-keeping, logistics, and communication;
- Experience with inventory, ordering, and vendor coordination;
- Comfort with invoicing, auditing, and basic financial tracking;
- Ability to manage multiple workflows and deadlines simultaneously;
- Excellent written and verbal English communication skills
- Experience creating and maintaining SOPs;
- Solution-oriented mindset with strong problem-solving skills;
- Proactive management of systems and operational processes;
- Strong research and analytical skills, including proficiency in web research using search engines;
- Self-motivated, proactive, and adaptable in a fast-growing start-up environment
- Access to a reliable internet connection, computer and webcam for Zoom meetings;
- Passion to be a part of building something innovative and mission-driven, actively providing feedback and insights to support the continued evolution of the OWN IT program over time;
- Adaptable to change within a start-up company;
- Willingness to adhere to OWN IT Coaching guidelines, values, protocols and procedures.



Role Expectations:
The VIP concierge will begin as contracted employment. As the role develops, with increased experience and demand, the VIP concierge has the opportunity to move to part-time or full-time contracts as required.

The expectations of the role include:
- Core working hours aligned with EST business operations (9 am - 6 pm);
- Work directly with and receive mentorship from the Director of Coaching & Client Success.
- Attend pre-scheduled team meetings with the direct supervisor, the operations team and All-Hands meetings.
- Attend additional meetings as required.
- Desire to adapt and grow with a start-up company
- Successful completion of concierge onboarding and training


Application Requirements:
Send your CV to ----------
1. Include your favorite ice cream flavor in the subject line.
2. Please also record a video NO LONGER than 2 minutes explaining why you would be a good fit for this role.
In the body of the email please answer the following questions:
1. What excites you about the OWN IT community?
2. What was something that surprised you last week?
3. What is your proudest achievement in your current position?
4. Provide an example of a time when you overcame an obstacle in your professional life.
5. What hourly wage range are you expecting for this role?