Training & Quality Manager

About Maven Clinic

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com.

Awards & Recognition

An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• Fortune Change the World (2024)
• CNBC Disruptor 50 List (2022, 2023, 2024)
• Fortune Best Workplaces for Millennials (2024)
• Fortune Best Workplaces in Health Care (2024)
• TIME 100 Most Influential Companies (2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
• Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

Role Overview

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.

Qualifications

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.