Training & Quality Manager

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.

What You’ll Do

• 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.

We're looking for you to bring:

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

The base salary range for this role is $119,000 - $130,000 per year Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

This role requires active work authorization in the US.

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C., we encourage in-person collaboration by requiring team members to attend quarterly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.