Director/Senior Manager, Quality, Process, and Audit - Remote

Overview

The Director/Senior Manager of Quality, Process and Audit will help optimize our operational processes, enhance quality, and ensure compliance. You will focus on improving the checkout and ongoing validation and attestation process, identifying gaps across product, marketing, client and member communications, and managing legal and operational risks. This is a critical role in supporting the scale of our business and maintaining operational excellence across the organization.

In Short

• Strengthen language in existing and future network contracts related to compliance, quality and accountability.
• Build and manage an effective gym and feature provider audit process to ensure that all partners meet the company’s quality standards and contractual requirements.
• Develop and implement an MFN audit process to ensure partners remain compliant with the terms of the agreement.
• Develop and implement strategies to enhance operational quality while reducing costs, focusing on automation and process optimization.
• Lead the development and execution of a flawless launch and checkout process for network gyms and feature providers, ensuring seamless onboarding and a superior experience.
• Identify and address process gaps between product deliverables, marketing initiatives, client communications, and member interactions.
• Proactively identify operational, legal, and process-related risks, developing strategies and controls to mitigate these risks.
• Continuously evaluate and improve quality control measures to ensure the best possible outcomes for members and clients.
• Ensure that operational processes support the scaling of the business while maintaining high standards of service and quality.

Requirements

• 8-12+ years of experience in quality management, process optimization, or audit within a subscription-based business.
• Bachelor’s degree in business, operations, quality management, or a related field. MBA or advanced degree is desired.
• Understanding of fitness, wellness, or healthcare industries.
• Proven ability to develop and implement audit processes, particularly in relation to gym quality and contractual obligations, including MFN audits.
• Proven experience in managing issue resolution, implementing process automation, and driving cost reductions while maintaining high-quality standards.
• Strong analytical skills with the ability to assess risks, identify gaps, and implement solutions.
• Solid understanding of legal and compliance issues related to operational processes and contracts.
• Excellent communication and interpersonal skills with the ability to collaborate effectively across teams and levels of the organization.

Benefits

• Competitive salary and benefits package.
• Opportunity to lead critical quality initiatives.
• Work in a dynamic and fast-paced environment.
• Collaborate with cross-functional teams.
• Professional development opportunities.