Senior Manager QA, Care Team Operations

About the RoleThe Quality Assurance team is responsible for ensuring the Care Team Members are delivering services at a high quality, with efficiency, and in alignment with our company objectives and processes. Senior Manager QA, Care Team Operations leads a centralized quality management function for our large and growing Care Team organization, including Health Coaches, Physical Therapists, Onboarding Specialists, and Member & Technical Support. This person for this role is passionate about talent development and enjoys building high performing teams and that drive business outcomes. The Senior Manager of Quality Assurance partners cross-functionally with Product, Clinical, Support, and Member Success team leaders to build systems that utilize both AI tooling and human effort to efficiently and effectively assess performance and deliver feedback to individuals and team managers. You are comfortable using qualitative and quantitative data to identify themes and drive outcomes. The Senior Manager creates QA roadmaps, along with the Clinical and Coaching QA Leads, for Physical Therapy, Member Success, and Support. The Senior Manager also works with the AI Senior Analyst to determine how to best utilize AI to assist with QA reviews. This role reports to the Senior Director, Care Team Operations.What You’ll Accomplish Lead a quality management team for a large and growing organization that drives optimum quality outcomes by setting appropriate quality standards, measurements, and feedback loops. Design scalable approaches to quality management, balancing the use of tooling, data, and human effort. Partner with the Analytics team to ensure that QA data is shared across the organization. Continuously update and maintain QA rubrics in accordance with role expectations and desired outcomes for the Care Teams.Collaborate with team managers and teammates to ensure feedback is communicated with clarity and empowers behavior change. Facilitate teamwork to cultivate and maintain high levels of inclusivity, engagement, and psychological safety within a team of QA Analysts.Partner across operations functions to engage with resources that support the best work of our Care Team Members, including Operations, Learning and Development, Product and more.Guide the QA team’s focus on the right areas, based on your experience, data analysis, and stakeholder feedback. Utilize AI to enable the QA team to provide more robust and efficient feedback to Care Team Members. Hinge Health Hybrid ModelWe believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. For San Francisco based Employees this is a hybrid role which requires individuals to be in the office 3 days/week. For employees based outside of the San Francisco Bay Area this is a remote role.Basic Qualifications5+ years of people management experience leading a QA team3+ years of experience leading a team of 3+ individuals 4+ years of experience as a front-line clinician2+ years experience with at least one of the following: statistical process control (SPC), failure mode and effects analysis (FMEA), or total quality management (TQM)Preferred QualificationsExperience working with AI tools to scale QA processes5+ years of experience working in a high growth, dynamic environment CompensationThis position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. The annual salary range for this position is $$118,600 - $234,000.About Hinge HealthHinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, City of Boston, US Foods, and Verizon.Learn more at http://www.hingehealth.comWhat You'll Love About UsInclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.Modern life stipends: Manage your own learning and developmentDiversity and InclusionWe’re committed to building diverse teams that reflect the communities we serve. Visit hingehealth.com/diversity-equity-and-inclusion to learn more about what moves us. Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.Workday IDJR1029Job type: FULL TIMECategories: QAOperations