honeydew - Director of Training & QA

• Build structured onboarding academies that reduce ramp time and increase early performance confidence • Develop competency matrices and skill progression frameworks • Establish role-based certification standards • Design continuous learning programs tied directly to real QA findings and business KPIs • Create clear coaching systems that empower Team Leads to develop their teams effectively • Implement a rigorous QA program that measures quality at scale and drives actionable insights • You will transform training from reactive shadowing to structured, measurable capability development. • This role reports to the VP of Operations and will lead the Training and QA function across the Care and Provider teams. • TRAINING & DEVELOPMENT LEADERSHIP • Architect and continuously evolve Honeydew’s operational onboarding programs across all frontline roles • Design structured 30-60-90 day ramp plans with measurable performance milestones and clear pass/fail checkpoints • Develop competency frameworks that clearly define expectations at every level • Build certification programs to ensure readiness before handling complex patient cases • Create advanced skills tracks for escalations, service recovery, and complex patient coordination • Design scalable learning content including playbooks, Loom libraries, scenario-based simulations, and decision frameworks, and micro-learning modules • Establish a continuous education cadence tied to product updates, regulatory changes, and process improvements • Implement leadership development training for Team Leads and emerging managers • Partner with Provider Operations to ensure alignment between administrative training and clinical expectations • Build coaching frameworks that equip Team Leads to deliver consistent, structured development conversations rooted in observed performance data • Own training metrics including ramp speed, QA lift post-training, knowledge retention rates, and employee readiness confidence. • QUALITY ASSURANCE & PERFORMANCE SYSTEMS • Build and oversee Honeydew’s enterprise-wide QA program across all operational teams • Develop standardized QA scorecards aligned to patient experience, documentation accuracy, compliance, and efficiency • Lead calibration sessions to ensure consistent scoring across managers and feed patterns into structure training interventions • Conduct root cause analysis on recurring escalations and operational breakdowns, translating findings into new training content • Identify systemic performance trends and translate QA findings into targeted training interventions. • Partner with leadership to define performance thresholds and accountability frameworks • Present monthly quality and learning performance dashboards to executive leadership • INFRASTRUCTURE & SCALE • Build and manage a high-performing Training & QA team. • Implement learning management systems or structured tracking tools to scale content delivery. • Ensure all training materials remain current, compliant, and aligned with evolving business needs. • Embed training into workforce planning and hiring strategy. • Serve as the organizational expert on workforce capability and operational consistency. • YOU’LL THRIVE HERE IF… • You believe training is infrastructure, not orientation. • You see quality as a measurable system, not subjective feedback. • You love building from scratch and turning ambiguity into clarity. • You think in feedback loops and continuous improvement cycles. • You’re equally comfortable designing strategy and facilitating a live session. • You care deeply about patient trust and operational excellence. • You are energized by scaling teams from dozens to hundreds of employees.