Director, Training and Quality

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using leading edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health insurance plans covering over 15 million people, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work, Top 5 LinkedIn™ Startup, TripleTree iAward, multiple KLAS Research Points of Light, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

What you will do:

The Director, Training and Quality position is a crucial role in our organization as business needs change quickly — in this role you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding and supporting the strategic operations for the company.  

As a Director, Training and Quality you will help us accelerate our culture of continuous learning and quality improvement by managing enterprise operations training and quality programs.  You will draw on your experience to create strategies that will help Cohere Health provide a  comprehensive quality management and training program that champions innovation and efficiency, as well as utilizes an “all for one, one for all” mentality.  As a key member of our Service Operations Team, you will be responsible for creating tools and training that ensure high customer loyalty, better business practices, and engaged team members. You will create and foster best practices that optimize and evolve our learning programs as we continue to grow, that will encompass the creation and delivery of a continuous quality monitoring program that includes quality standards and development of quality control programs and key indicators that allow for high level visibility to enable leaders to effectively manage their teams. This position is always evolving with the changing dynamics of our organization. We encourage you to be authentic and think about how your strengths and interests align with our mission. You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up and coming company with exponential growth opportunity.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Partner with business leaders to identify training and quality opportunities that align with organizational goals and drive long-term success
• Own the full training lifecycle - from strategic planning and execution to performance assessment and continuous improvement
• Lead, mentor, and empower a high-performing QA and Training team, fostering a culture of excellence and professional growth
• Develop and track key performance indicators (KPIs) to measure training effectiveness, inform strategy, and drive team engagement and retention. Present insights to stakeholders to support strategic initiatives
• Stay informed on industry best practices, AI tools, and the “twin engine” operations model to enhance learning and quality strategies
• Oversee QA/QC operations, ensuring alignment with organizational standards through planning, execution, monitoring, and reportings
• Design, develop, and deliver engaging, scalable learning programs across multiple mediums and learning styles. Create process flows, policies, procedures, job aids, and training materials
• Build strong relationships with internal and external stakeholders, ensuring clear communication of quality standards and expectations
• Ensure training programs are executed on time and within budget while maintaining high-impact outcomes
• Develop high-quality presentation materials to effectively convey training strategy, progress, and impact to executive leadership

Your background & requirements:

• Minimum 5+ years in training and quality management, ideally in a contact center or production environment; healthcare experience is required
• Bachelor's degree in Business, Management, Finance, Math, Human Resources, Education, Healthcare, or equivalent professional experience; CPHQ certification preferred but not required 
• Strong verbal and written communication skills, with the ability to simplify complex processes, create structured content, and develop training materials (e.g., process flows, policies & procedures, job aids)
• Ability to work effectively across remote teams in a fast-paced, self-directed environment
• Practical problem-solving skills with a passion for process optimization and implementing quality improvement programs 
• Strong project management skills, including budgeting, planning, logistics, and vendor coordination in high-pressure environments
• Experience in instructional design, training development, and content management
• Proficiency in Max systems, Learning Management Systems, and G Suite applications
• Highly organized with a strong attention to detail
• Comfortable navigating ambiguity and early-stage startup environments
• Willingness to travel up to 20%

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement: 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is $120,000 to $135,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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