Training & Quality Manager

Summary

Join Maven Clinic's Central Operations team as a Training & Quality Manager and build scalable solutions to improve member-facing team onboarding, training, and care delivery. Leverage data-driven insights and AI-powered workflows to create programs that enhance team performance and operational efficiency. You will design and implement a QA program, utilize AI tools to streamline workflows, analyze data to inform training, build dashboards to track quality, and partner with cross-functional teams. Continuously optimize systems for greater results with less manual input. This role requires strong problem-solving, communication, and coaching skills, along with experience in QA, support enablement, or training within a tech-forward environment. Maven offers a flexible hybrid work model and a competitive benefits package.

Requirements

• 4+ years in QA, support enablement, or training within a tech-forward environment, ideally with experience in scaling programs from the ground up
• Proven ability to design, implement, and sustain systems that solve complex operational challenges
• Strong experience using AI tools (e.g., ChatGPT, Scribe AI, GPT copilots) to streamline your own work and empower others
• High data fluency with tools like Zendesk, Looker, and QA platforms; skilled at turning raw data into actionable strategies
• Exceptional structured problem-solving, communication, and coaching skills, with the ability to influence and align cross-functional teams

Responsibilities

• Design and implement a scalable QA program for member support, with clear rubrics, real-time feedback loops, and automated insights to drive both empathy and accuracy
• Leverage and embed AI tools to accelerate content creation, SOP development, and enablement workflows—making them more efficient over time
• Analyze multi-source data (QA scores, CSAT, Zendesk, call/appointment metrics) to uncover patterns, prioritize opportunities, and directly inform training initiatives
• Build and own dashboards that track quality trends, measure training ROI, and surface actionable insights for leaders
• Partner cross-functionally to ensure smooth adoption of new tools, policies, and processes—minimizing disruption and maximizing impact
• Continuously optimize systems you create, so they require less manual input over time while delivering greater results

Preferred Qualifications

• Experience in healthcare or healthtech environments is a plus
• Passion for building self-sustaining systems that support high-performing, high-empathy teams

Benefits

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting