Director of Training and Quality Assurance

Mission 💪

Our mission is to ensure that no one in the world has to suffer from a treatable skin disease because of an access issue ever again.

About Honeydew 👋

Honeydew is building a platform for hundreds of millions of people globally to access expertise and science-backed skin treatments, from prescription to retail.

Our tech-forward dermatology experience helps people with chronic skin conditions access licensed specialists, FDA-approved treatment, and ongoing support in record time (24 hours vs an industry average of 6 months).

Honeydew is the future of skin health — digitally native, scientifically rooted, integrated end-to-end (evaluation + treatments + lab tests), and powered by AI.

Opportunity 📈

As Honeydew scales nationally, the strength of our training systems and quality standards will determine how fast we grow and how consistently we deliver exceptional care.

We are looking for a Director of Training & Quality Assurance to build the learning infrastructure and quality rigor that power our operational excellence. This leader will architect the full lifecycle of learning at Honeydew - from new hire onboarding to advanced skill development to leadership readiness - while embedding a high-performance QA framework that ensures consistency, compliance, and patient trust.

This role is foundational to scaling Honeydew from a fast-growing startup to a durable, category-defining healthcare platform.

About The Role

This is not a facilitator role. This is a systems builder role.

As Director of Training & Quality Assurance, you will design and own Honeydew’s end-to-end operational learning strategy and quality governance across Care Coordinators, Members Services, and Provider Operations. Training is the primary mandate of this role — approximately 70% of your focus will be designing, building, and continuously improving learning systems that drive measurable performance outcomes. Quality Assurance (~30%) functions as the diagnostic engine that informs and elevates those training systems

You will:

• 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.

Your Day-to-Day

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

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• 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.
  
  

What We’re Looking For

The Non-Negotiables

• 5+ years in learning & development, quality assurance, or workforce performance leadership
• Demonstrated experience building structured onboarding and training programs from the ground up
• Experience leading or designing QA frameworks with measurable KPIs

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• Proven ability to tie training programs to performance outcomes
• Experience leading managers or senior ICs
• Strong data fluency and comfort building or interpreting performance dashboards
• Deep understanding of compliance, documentation standards, and regulatory risk in healthcare environments
  
  

The Nice-to-Haves

• Experience in healthcare operations, telehealth or multi-state healthcare organizations
• Background in adult learning theory or instructional design
• Lean, Six Sigma, or process improvement training
• Experience building certification programs or competency-based progression models
• Exposure to AI-driven learning tools or knowledge systems
• Experience scaling teams in high-growth startup environments
  
  

What You Get

• Full remote flexibility
• Direct impact you can measure
• Ability to grow within the company
• $100 monthly tech stipend
• Free Honeydew membership
• Direct access to new dermatology treatments
• 20% off Honeydew products
• Bi-monthly get togethers
• Peer-to-peer recognition through Motivosity
• Health insurance & HSA match
• 401(k) retirement savings with employer match
• Unlimited time off
  
  

Our Process

• Application
• Recruiter Interview – 30–45 minutes
• Hiring Manager Interview – 45 minutes
• Strategic Case Study Presentation
• Executive Interview
• Offer