Senior Manager - Quality

Control the quality of the systems that let us scale care without losing the human touch.📍 Location: Remote💼 Type: Full-time — hands-on, a real doer in the age of AI💰 Comp: Competitive salary + high equityAbout Dearest CareDearest Care was founded after years of fighting the system on behalf of our own founders' families. Our vision is simple: every patient deserves a relentless advocate. Today, we combine smart software and human advocacy to guide Medicare patients through diagnoses, medical bills, and care plans. Our mission has resonated with investors from Omada, Oscar, and UnitedHealthcare, and we’re proud of the driven team we’ve built.Founded by serial entrepreneurs with successful exits and supported by a deep bench of advisors in healthcare and tech, we’re a Series A company backed by top-tier investors and leaders from Rula, Oscar Health, Omada, Galileo, One Medical, Ro, United, Uber, and Postmates.We move fast, execute with purpose, and operate with a lean, impact-focused mindset. Our principles are rooted in conscious leadership, a commitment to getting things done, and a focus on achieving meaningful results through rapid iteration and execution.Why This Role ExistsAs 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.ResponsibilitiesDefine Quality & Performance StandardsOwn all aspects of quality measurement, with a focus on delivering a standout patient experienceInstrument, measure, and report on metrics across all relevant systemsDevelop, document, and implement SOPs to standardize quality processes across teamsSurface insights from data analytics to inform operational and product roadmapsContinuous Quality MonitoringRun continuous quality monitoring for all roles within Clinical OperationsReport weekly findings to leadership with clear recommendations for improvementOwn the coaching framework: create rubrics, examples, and calibration processes to deliver consistent feedbackCollaborate with the Head of Clinical Operations to integrate quality standards into hiring, onboarding, training, and statements of workIntegrate Quality into Product & WorkflowsPartner with Product and Tech to embed quality directly into clinical and operational workflowsDocument recurring quality issues and create clear product requirements, with data-backed evidence for the roadmapScope BoundariesTo 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 AreRequiredBachelor’s degree or equivalent practical experience in analytical operations5+ years in consulting, healthcare quality operations, or ops analytics, including 2+ years owning a metric at the leadership levelStrong, 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 processEvidence of effective partnership with product or engineering to address operational issues at their rootClear, concise writing skills – able to produce a one-page rubric with no adjectivesWorking knowledge of HIPAA and patient data privacy standardsPreferredExperience in healthcare services, care coordination, patient navigation, or payer operationsFamiliarity with Medicare or Medicare AdvantageEarly-stage or startup experience (Series A/B)Proficient in AI tools to maximize the leverage of a lean teamExperience mentoring or coaching analysts or managing small teams (growth potential for this role)The PackageCompetitive salary and high equity as we rapidly scaleRemote positionOwnership of quality across the clinical team, reporting to the Head of Clinical OperationsOur Vision & CultureOur vision is to ensure every American has access to a personal healthcare navigator. We aim to democratize healthcare navigation with tools and resources that were previously out of reach for many. By supporting advocates and patients facing chronic disease or healthcare illiteracy, we are building a more inclusive, accessible system.We operate as a distributed team (primarily in the Americas time zone), value diversity in our people and perspectives, and believe operational excellence for clients and great product building go hand-in-hand.Our ValuesConscious leadership: We practice all 15 commitmentsHuman connection: Both internally and in our care modelPlayful creativity: We believe fun and innovation go togetherExcellence: In execution, thinking, writing, and communicationEgo-free feedback: Direct conversations and uplifting the teamSmart, competitive work: Impact is measured by benefit to our customersOur Story:https://vimeo.com/1188185714Dearest Care is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds. Join us in transforming healthcare navigation.