Operations Manager, Training & Quality - Remote

Overview

Abridge is seeking a highly motivated Operations Manager to enhance customer support through effective training and quality assurance, ensuring exceptional service delivery.

In Short

• Manage QA and eLMS tools across the support team.
• Design and run quality reviews with actionable feedback.
• Develop and deploy training modules for support staff.
• Enhance customer support experience through knowledge sharing.
• Measure and report on support quality metrics.
• Analyze data for continuous team improvement.
• Manage user accounts and permissions in tools.
• Create and maintain product documentation.

Requirements

• Experience in developing and delivering eLMS training.
• Strong data management and analysis skills.
• Understanding of training and quality best practices.
• Excellent communication skills and emotional intelligence.
• Extreme organization and results-driven attitude.
• Ability to detect knowledge gaps and escalate issues.
• Ability to communicate complex product functionalities.
• Integrate quality feedback into training opportunities.

Benefits

• Generous Time Off: 13 paid holidays and flexible PTO.
• Comprehensive Health Plans: 100% premium coverage for employees.
• Paid Parental Leave: 16 weeks for full-time employees.
• 401k and Matching: Contribution matching available.
• Pre-tax Benefits: Access to FSA and Commuter Benefits.
• Learning and Development Budget for personal growth.
• Sabbatical Leave after 5 years of employment.
• Competitive compensation and equity grants.