Training & Quality Manager
About The Position
Maven is looking for a systems thinker and AI-native operator to join our Central Operations team as a Training & Quality Manager. In this role, you’ll structure complex problems into scalable solutions that improve how Maven’s member-facing teams onboard, train, and deliver consistently empathetic, accurate, and impactful care. You will combine data-driven insights, AI-powered workflows, and a continuous improvement mindset to build programs that scale themselves—elevating team performance and operational efficiency. Your work will directly support teams handling tickets, calls, and appointment-based member interactions, ensuring they can navigate care and benefits with excellence at every touchpoint. Reporting to Central Operations leadership, you’ll work cross-functionally with Operations, Platform, Clinical, and Product teams to design and roll out programs that are measurable, repeatable, and future-proof.
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.
- Passion for building self-sustaining systems that support high-performing, high-empathy teams.
Nice To Haves
- Experience in healthcare or healthtech environments is a plus.
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
