[Hiring] Quality Manager @Carrum Health

Role Description

We are looking for a Quality Manager to help us professionalize and scale our clinical and operational oversight. The Quality Manager will play a critical role in our success.

Reporting to the VP of Patient Care, you will own the end-to-end quality strategy and be crucial in transitioning our QA from a decentralized, manual process into a high-fidelity, tech-enabled engine. You will ensure that every patient interaction is clinically sound, compliant, and compassionate. You’ll be responsible for building the rubrics of today while partnering with our Platform and AI teams to design the automated systems of tomorrow. You’ve hustled, you’ve audited, you’ve coached, and you love the intensity of a startup in high-growth mode.

The salary range for this role is $100,000–$125,000 depending on geography and level of experience, plus equity and an annual bonus.

Qualifications

• 5+ years of Quality Management or Audit experience, specifically within healthcare, telehealth, or high-growth technology companies.
• Prior experience in people management or team leadership, with the ability and desire to convert from an individual contributor to a people manager as the team scales.
• Expertise in QA Methodologies: Deep understanding of rubric calibration, sampling logic (increasing our "n"), and performance coaching.
• Analytical Rigor: Ability to work with data analysts to validate the relationship between quality behaviors and downstream outcome metrics (e.g., defect rates, CSAT, and time-to-remediation).
• Tech-Savvy Strategy: Experience working with automated QA platforms and a strong interest in how AI and LLMs can be used to scale human oversight.
• Clinical/Operational Fluency: The ability to translate complex technical or clinical workflows and regulatory requirements into simple, measurable quality standards.
• Entrepreneurial and resourceful - we need people who can find creative ways to make a big impact quickly and without much direction.
• Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment.
• Passion for collaborating cross-functionally with Sales, Operations, Data, and Product teams to ideate, complete projects, and drive impactful results.

Requirements

• Architect the QA Framework: Own the design and execution of standardized, milestone-based quality rubrics for our patient care team.
• Partner with Data & Analytics: Collaborate closely with the Data team to correlate QA scores with key business outcomes (e.g., patient engagement, conversion, and NPS/CSAT), ensuring our quality standards are actually driving the results we want to see.
• Centralize Oversight: Transition QA from a decentralized task performed by Patient Care Managers into a unified "source of truth" that ensures consistency across the organization.
• Bridge the AI Roadmap: Partner directly with the Platform team as the Subject Matter Expert (SME) to design, tune, and validate our future AI QA system.
• Drive Actionable Growth: Synthesize QA data into prioritized initiatives, partnering with L&D to create targeted coaching and remediation plans that improve patient outcomes.
• Own Compliance & Risk: Ensure all patient-case documentation meets strict regulatory and contractual requirements, serving as the point owner for audit readiness.
• Optimize Existing Tech: Maximize the utility of our current tools, ensuring automated flags are translated into meaningful operational changes.
• Elevate Patient Experience: Review quality through a patient-centric lens, balancing operational efficiency with the empathy and tone required for world-class care.

Benefits

• Stock option plan
• Flexible schedules and remote work
• Chicago and San Francisco offices available
• Self-managed vacation days, within reason
• Paid parental leave
• Health, vision, and dental insurance
• 401K retirement plan