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Pomelo Care is transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care. This Manager, Quality Operations role supports core quality and operational processes to improve doula and clinician care and efficiency. Responsibilities include leading continuous improvement projects, integrating technological efficiencies, analyzing quality data, managing quality assurance, adverse event reporting, and grievance processes, supporting audits, and developing quality training programs.

Director, Consulting Relations

<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">About us</h1><a href="http://www.pomelocare.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Pomelo Care</a> is a multi-disciplinary team of clinicians, engineers and problem solvers who are passionate about improving care for moms and babies. We are transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care at scale. Our technology-driven care platform enables us to engage patients early, conduct individualized risk assessments for poor pregnancy outcomes, and deliver coordinated, personalized virtual care throughout pregnancy, NICU stays, and the first postpartum year. We measure ourselves by reductions in preterm births, NICU admissions, c-sections and maternal mortality; we improve outcomes and reduce healthcare spend.<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Role Description</h1>Your north star: Support core quality and operational processes to improve doula and clinician care and efficiency as we scale.In this role, you will report into our Senior Manager, Operations and Clinical Quality and have the following responsibilities:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead continuous improvement projects in response to identified areas of improvement within the quality assurance processes, adverse event reporting processes, and grievance processes.Integrate technological efficiencies into the quality programWork cross-functionally to analyze and act on quality program data, including scaling processes and adjusting operations within the quality program</li><li class="leading-relaxed">Quality assurance processes: Complete monthly quality assessments of care provided by Pomelo. Work in close collaboration with doula leaders, clinical leaders, and the Senior Manager, Operations and Clinical Quality to identify areas of opportunity related to doula and clinician quality. Adverse event reporting: Own the ongoing management of adverse event reporting across the organization, including initial response to reported events and root cause analysis. Support the Senior Manager, Operations and Clinical Quality in analyzing and responding to event trends.</li><li class="leading-relaxed">Grievances process: Maintain the client/patient grievance and complaint process for all Pomelo services, including streamlining the process across the organization.</li><li class="leading-relaxed">Audit support: Collaborate with internal stakeholders to support health plan audit preparation and execution for quality components, ensuring adherence to contractual obligations and regulatory requirements while addressing any identified deficiencies.</li><li class="leading-relaxed">Training: Collaborate with internal training staff to develop and deliver role-specific quality training programs for doula and clinician workforce. For identified quality and safety opportunities that are the result of training gaps, work closely with the training team to close those gaps.</li></ul><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Who you are</h1><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">3+ years operations or quality experience, ideally having worked within healthcare delivery or a high-growth startup</li><li class="leading-relaxed">Exceptional project management and prioritization skills</li><li class="leading-relaxed">Proactive, tenacious and have a bias towards action and resolution</li><li class="leading-relaxed">Competent in data analysis</li><li class="leading-relaxed">Data-informed & results-oriented operator who moves fast</li><li class="leading-relaxed">Excited and thoughtful about utilizing AI and emerging technologies within a quality program</li><li class="leading-relaxed">Experience managing patient risk and patient complaints processes</li><li class="leading-relaxed">Meticulous attention to detail and highly organized</li><li class="leading-relaxed">Comfort with ambiguity</li><li class="leading-relaxed">Ability to work cross-functionally with clinicians and medical support staff</li><li class="leading-relaxed">Passionate about maternal and child health</li></ul><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Why you should join our team</h1>By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Competitive healthcare benefits</li><li class="leading-relaxed">Generous equity compensation</li><li class="leading-relaxed">Unlimited vacation</li><li class="leading-relaxed">Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)</li></ul>At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care 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 qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $100,000 to $115,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.#LI-Remote<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Potential Fraud Warning</h1>Please be cautious of potential recruitment fraud. With the increase of remote work and digital hiring, phishing and job scams are on the rise with malicious actors impersonating real employees and sending fake job offers in an effort to collect personal or financial information.Pomelo Care will never ask you to pay a fee or download software as part of the interview process with our company. Pomelo Care will also never ask for your personal banking or other financial information until after you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All official communication with Pomelo Care People Operations team will come from domain email addresses ending in @pomelocare.com.If you receive a message that seems suspicious, we encourage you to pause communication and contact us directly at <a href="mailto:careers@pomelocare.com" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">careers@pomelocare.com</a> to confirm its legitimacy. For your safety, we also recommend applying only through our official <a href="https://www.pomelocare.com/careers" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Careers</a> page. If you believe you have been the victim of a scam or identity theft, please contact your local law enforcement agency or another trusted authority for guidance.

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Our Technical Account Managers are seasoned account management and technical resolution professionals. They are responsible for resolving complex problems, providing excellent technical and customer service to key accounts, and ensuring client success with NICE products. This role involves fostering strategic relationships, leveraging deep technical knowledge, and understanding client business needs to optimize solutions and drive continuous improvement.

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At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what’s the role all about?Our Technical Account Managers are seasoned account management and technical resolution professionals at the top of their field. They are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. TAM will help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.How will you make an impact?<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NICE products and services.</li><li class="leading-relaxed">Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.</li><li class="leading-relaxed">Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.</li><li class="leading-relaxed">Technical Expertise: Leverage deep knowledge of NICE products and technologies to troubleshoot client issues and optimize their solutions.</li><li class="leading-relaxed">Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NICE solutions.</li><li class="leading-relaxed">Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NICE products and services.</li><li class="leading-relaxed">Continuous Improvement: Contribute to the development and improvement of NICE products and services by identifying and recommending enhancements based on client feedback.</li></ul>Have you got what it takes?<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.</li><li class="leading-relaxed">5 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.</li><li class="leading-relaxed">Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.</li><li class="leading-relaxed">Excellent customer service and communication skills, with fluency in both written and verbal communication.</li><li class="leading-relaxed">Ability to multitask effectively and thrive in a fast-paced environment.</li><li class="leading-relaxed">Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.</li></ul>You will have an advantage if you also have:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications</li></ul>This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​What’s in it for you?Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!Enjoy NICE-FLEX!At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.Requisition ID: 8838Reporting into: Manager, Customer SuccessRole Type: Individual ContributorAbout NiCENICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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