Senior Manager, Quality Assurance

$156,000 - $234,000/Yr

Hinge Health - San Francisco, CA

Full-time - Senior

Remote - San Francisco, CA

Professional, Scientific, and Technical Services

About the position

The Senior Manager of Quality Assurance leads a centralized quality management function for the Care Team organization at Hinge Health. This role is focused on ensuring high-quality service delivery by Care Team Members, including Health Coaches and Physical Therapists, while driving business outcomes through talent development and team performance. The Senior Manager collaborates cross-functionally to build systems that leverage both AI and human efforts for effective performance assessment and feedback delivery.

Responsibilities

• Lead a quality management team to drive optimum quality outcomes by setting appropriate quality standards, measurements, and feedback loops.
• Design scalable approaches to quality management, balancing the use of tooling, data, and human effort.
• Continuously update and maintain QA rubrics in accordance with role expectations and desired outcomes for the Care Teams.
• Collaborate with team managers and teammates to ensure feedback is communicated with clarity and empowers behavior change.
• Facilitate teamwork to cultivate and maintain high levels of inclusivity, engagement, and psychological safety within a team of QA Analysts.
• Partner across operations functions to engage with resources that support the best work of our Care Team Members.
• Guide the QA team's focus on the right areas, based on experience, data analysis, and stakeholder feedback.
• Utilize AI to enable the QA team to provide more robust and efficient feedback to Care Team Members.

Requirements

• 5+ years of people management experience leading a QA team
• 3+ years of experience leading a team of 3+ individuals
• 4+ years of experience as a front-line clinician
• 2+ years experience with at least one of the following: statistical process control (SPC), failure mode and effects analysis (FMEA), or total quality management (TQM)

Nice-to-haves

• Experience working with AI tools to scale QA processes
• 5+ years of experience working in a high growth, dynamic environment

Benefits

• Comprehensive medical, dental, and vision coverage
• Gender-affirming care support
• Tools for family and fertility planning
• Travel reimbursements for healthcare access
• Traditional or Roth 401k retirement plan options with a 2% company match
• Learning and development stipends