Manager

Summary

Join Thyme Care as a Quality, Training & Enablement (QTE) Manager to lead and transform training and quality programs for the growing Enrollment Team. You will revamp the current learning content, creating a blend of live instruction and self-paced modules. You will hire and lead a team of QTE Associates and Coordinators. This role offers the opportunity to build a new team within a rapidly-growing startup, with autonomy to reimagine training and resources to hire a talented team. You will manage comprehensive onboarding training, oversee ongoing training, design career development paths, and direct monthly QA review processes. Success in this role requires instructional design expertise, management experience, operational orientation, and comfort with ambiguity.

Requirements

• Instructional design & training expertise
• Strong understanding of adult learning principles and instructional design, and track record of building and managing training programs and content
• Technical proficiency with LMS platforms (e.g. LearnUpon) and digital learning tools
• Management experience
• You’ve effectively managed teams and are comfortable driving performance through teams
• Operational orientation
• Creating and improving processes is second nature for you. You build repeatable, reliable, and efficient processes and are able to train others accordingly
• Comfort with ambiguity
• You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course
• Experience with performance analytics and reporting
• You leverage data and analytics to measure success, find opportunities for improvement, and inform decisions
• Excellent communication skills
• You have excellent written and verbal communication skills, whether facilitating a live training session or presenting results to leadership
• Quality Assurance leadership experience
• You’ve worked in Quality Assurance roles within the healthcare space. You are an experienced people leader and have led Quality Assurance teams before
• Cross-functional collaboration
• You have experience working across functional teams to both represent the Enrollment function as well as partner on company-wide QTE initiatives

Responsibilities

• Evaluate and redesign our existing Enrollment Team training curriculum to increase effectiveness and decreased time-to-proficiency
• Roll up your sleeves to transform our current training content into engaging learning experiences, blending live instruction with self-paced learning via our new Learning Management System (LMS)
• Evaluate and redesign QA rubric and processes to ensure we are effectively measuring and tracking quality
• Identify and implement innovative technologies to streamline training and QA processes, with an emphasis on New Hire QA
• Establish metrics to measure the impact of your program improvements
• Hire and lead a team of 4-6 Associates and Coordinators across Quality and Training
• Manage comprehensive onboarding training for new Enrollment Specialists
• Oversee ongoing training for process updates and new contract launches
• Design and implement career development paths to help team members upskill
• Direct monthly QA review processes, including call scoring and performance evaluation
• Ensure QA standards are appropriately standardized and measure the right metrics to drive improvement
• Continuously find innovative ways to leverage technology for greater efficiency
• Partner with leadership to align training initiatives with organizational goals

Benefits

• Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care
• In accordance with New York City law, the base salary for this role, if filled within New York City, is $105,000 - $120,000