Sr. Manager, Learning & Quality Operations, Enrollment

OUR MISSION We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond. Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person’s cancer journey: caregivers, oncologists, health plans, and employers. As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer. Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you’re inspired to make cancer care more human and to help reimagine what’s possible, we’d love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters. THE ROLE Thyme Care's Enrollment team introduces new members to our model and enrolls them in our cancer care program. While members are already eligible through their insurance, speaking with our team is often the first time they learn the program exists and is available to them. Our team educates them about the many ways we can support them and their caregivers — across both clinical and non-clinical needs — and collects the necessary information to schedule their initial touchpoint with their dedicated care team. As Sr. Manager of Learning & Quality Operations, you'll lead the team that equips our Enrollment Specialists with the knowledge and expertise to support new members and enroll them into our program. As Thyme Care continues to grow, the ability to enroll members quickly and effectively will remain a key differentiator in the market — giving this role a unique opportunity to drive organizational impact at scale. The Enrollment Specialist role is at the heart of the enrollment operation and requires a rare blend of sales acumen and a warm, compassionate listening ear. The Learning & Quality Ops team is responsible for helping Enrollment Specialists meet our high standards. We're looking for a senior operator and people leader to take our Learning & Quality organization to the next level as Thyme Care continues its rapid growth. You'll have the opportunity to redesign how we onboard, coach, and develop our team while modernizing our quality program through AI, automation, and new technologies. You'll inherit a strong foundation and build the next generation of learning and quality programs that improve performance, accelerate new hire readiness, and create a more scalable organization. This role reports to the Head of Enrollment Strategy and is directly responsible for leading the Enrollment team's Learning & Quality function — 10 team members across Quality Assurance and Education & Enablement — supporting a broader Enrollment organization of approximately 150 Enrollment Specialists. This role has an enormous impact on the success of our Enrollment organization — improving the quality of every member conversation and helping more people enroll in Thyme Care's life-changing services. WHAT YOU’LL DO Strategic Planning & Operations Own the Learning & Quality operating cadence. Lead our planning process each cycle, translating org priorities into clear goals and metrics, and keeping leadership informed on progress, risks, and decisions needed. Lead and develop the team. Manage and grow a team of 10, including QA and Education & Enablement SMEs, building a strong bench that can execute at a high level as the org scales. Close the loop between quality and training. Build the process that ensures issues surfaced through quality review are captured, routed to the right owners, and converted into training priorities. Education & Enablement Modernize onboarding. Redesign the Enrollment onboarding curriculum to boost engagement and cut time-to-proficiency, blending instructor-led training with scalable, self-paced learning through our LMS. Own the knowledge base. Maintain the Enrollment Specialist knowledge base and handbook as a single source of truth that's current, accurate, and easy to use. Quality Modernize QA through AI and automation. Identify and implement technology solutions that improve efficiency and free the team to focus on higher-judgment coaching. Run the quality engine. Own monthly QA processes end-to-end: call evaluations, coaching, calibration, and performance reporting, continuously refining standards to measure what matters most. WHAT YOU’VE DONE 6-8 years in operations, program management and people leadership within a high-growth startup , with a track record of owning outcomes from strategy through execution. Managed a team and drove performance through people leadership — coaching direct reports, setting clear expectations, and holding your team accountable to results. Built and scaled operational programs or processes that improved as the organization grew, designing systems that held up under increasing complexity and headcount. Presented strategy and results to senior leadership, using data to justify recommendations, secure buy-in, and drive decisions. Partnered cross-functionally at a senior level, working closely with Operations, Product, Data, or similar functions to align programs with evolving business priorities. Owned metrics and reporting for a function or program, building the infrastructure that gave leadership visibility into performance and progress. Exposure to employee training and quality assurance programs is ideal but not required. WHAT LEADS TO SUCCESS Act with our members in mind. The success of your work team whether someone with cancer gets connected to the support they need — you hold that accountability at the center of your work. Move with purpose. You're biased toward action. You spot what the team needs to perform well, prioritize without being told to, and keep initiatives moving at pace rather than waiting for a perfect mandate. Sharp prioritization instincts. You know the difference between work that drives real impact and work that satisfies the urge to check something off the list. You juggle competing demands across onboarding, training, and quality without dropping the ball. Strong operational and program management chops. You bring structure to ambiguous problems, scope work clearly, and hold your team accountable to milestones. You've built systems that scale with a growing org, not just run individual projects. Thrive in ambiguity. Shifting strategy, priorities, or org structure doesn't throw you off. You build your own clarity and move forward, even when the playbook is still being written. Self-directed and outcome-oriented. You figure out what needs to happen, create your own structure to get there, and hold yourself accountable to results, not just effort. Fluent with data. You're comfortable crunching numbers and drawing conclusions from them, whether you're planning team growth, estimating impact, or assessing progress against goals. Excited by technology. You seek out AI, automation, and new tools as a way to work smarter, and you know how to evaluate what's actually worth adopting. Training, learning, or quality program experience is a plus. Prior involvement in onboarding design, coaching frameworks, or quality review processes will help you ramp more quickly, but isn't essential for success. Healthcare experience is ideal. Familiarity with healthcare terminology and regulations will help you hit the ground running; if you haven’t worked in healthcare, we’ll want to see a track record of quickly coming up to speed in new industries and environments instead. OUR VALUES At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose. Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role, if filled within New York City, is $140,000 - 165,000. The salary range could be lower or higher than this if the role is hired in another location or at another level. This position is also bonus-eligible. We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer. 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