Senior Manager, Quality

As Senior Manager, Quality at Dearest Care, you will own the measurement and management of care quality across the organization. You will define standards, build and instrument measurement systems, run a tight monitoring cadence, and partner with Product and Tech to embed quality directly into workflows—eliminating reliance on retroactive inspection.

This is a hands-on role: you will extract data, develop rubrics, and deliver reports yourself. While strategy sits with the Head of Clinical Operations, you will create and operate the system that makes quality and outcomes measurable. You’ll also be the key voice interpreting what the numbers truly reveal.

Responsibilities

Define Quality & Performance Standards

• Own all aspects of quality measurement, with a focus on delivering a standout patient experience
• Instrument, measure, and report on metrics across all relevant systems
• Develop, document, and implement SOPs to standardize quality processes across teams
• Surface insights from data analytics to inform operational and product roadmaps

Continuous Quality Monitoring

• Run continuous quality monitoring for all roles within Clinical Operations
• Report weekly findings to leadership with clear recommendations for improvement
• Own the coaching framework: create rubrics, examples, and calibration processes to deliver consistent feedback
• Collaborate with the Head of Clinical Operations to integrate quality standards into hiring, onboarding, training, and statements of work

Integrate Quality into Product & Workflows

• Partner with Product and Tech to embed quality directly into clinical and operational workflows
• Document recurring quality issues and create clear product requirements, with data-backed evidence for the roadmap

Scope Boundaries

To ensure clarity of responsibilities, this role does not own:

• Compliance or outcomes strategy (owned by Head of Clinical Operations)
• Direct delivery of training or coaching (owned by trainers and team leads)
• People management at hire (headcount comes after the system is running)
• Clinical judgment (handled by clinical leadership; this role covers administrative/service obligations)

Who You Are

Required

• A Bachelor’s degree or equivalent practical experience in analytical operations
• 5+ years in consulting, healthcare quality operations, or ops analytics, including 2+ years owning a metric at the leadership level
• Strong, hands-on analytical skills (SQL, BI tools like Metabase, and data modeling)
• Experience rigorously defining and defending metrics (numerators, denominators, exclusions, sources of truth)
• Prior experience building or running a documented performance management or QA process
• Evidence of effective partnership with product or engineering to address operational issues at their root
• Clear, concise writing skills – able to produce a one-page rubric with no adjectives
• Working knowledge of HIPAA and patient data privacy standards

Preferred

• Experience in healthcare services, care coordination, patient navigation, or payer operations
• Familiarity with Medicare or Medicare Advantage
• Early-stage or startup experience (Series A/B)
• Proficient in AI tools to maximize the leverage of a lean team
• Experience mentoring or coaching analysts or managing small teams (growth potential for this role)