Strategy & Operations, Client Experience

About this role

About Finch We’re building the applied AI platform for consumer law. Legal is the largest services market in the global economy, and consumer law drives tangible, customer outcomes. Our purpose-built platform combines AI agents and legal operators to reduce manual work, enabling firms to serve far more people and expand access to justice. 77% of Americans who'd benefit from a lawyer never get one and we’re broadening how technology impacts real life outcomes. We’ve started with consumer law (a $120B+ market), and demand has come fast: more than 150 firms run on Finch; we're growing 1,000%+ year-over-year. Finch was founded by a team of technologists and operators from backgrounds across scale-ups, legal operators, enterprise software, and financial institutions, and law firms. We’re backed by top VCs like Sequoia and Redpoint, and consistently looking to add top talent who wants to build in AI. 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. This role may not be for you if • 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.