Senior Manager, Quality

Role Summary
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
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)