Operations Manager (Training & Quality)

About Abridge

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.

The Role

At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for a highly motivated Operations Manager to join our rapidly growing team and play a pivotal  role in scaling our customer support team.  This role offers the unique opportunity to both build and lead processes, while ensuring top-notch service delivery and fostering a customer-centric culture. 

We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set the standard for delivering exceptional training for our support team and ensuring the resulting high quality of ongoing support.   You will be responsible for executing both new hire and ongoing training, as our product expands monthly.  Additionally, you’ll work collaboratively with the Support leaders to define, measure and report on the quality of service the team delivers.  

Working closely with Support, Product and Marketing leadership, you will identify, develop, and deploy training modules that ensure the team has the necessary information to successfully deliver exceptional support.

What You’ll Do

• Manage our QA and eLMS tools (Scorebuddy and LearnUpon, respectively)  across the team

• Design and run quality reviews, provide actionable feedback and report trends and opportunities for team development with Support leaders

• Work closely with Support, Product and Marketing leadership, to identify, develop, and deploy elegant training modules that ensure the team has the necessary information to successfully deliver exceptional support

• Enhance the customer support experience by increasing knowledge and fostering a supportive environment for team members and customers

• Measure and report on the the overall quality of the support being provided to our end-users

• Analyze quality data to drive continuous learning and growth in the team

• Provide new user accounts and manage licenses and permissions within the tools

Create and maintain thorough and  up to date product documentation

What You’ll Bring

• Experience that demonstrates proficiency in developing and delivering effective training in an eLMS format 

• Strong data management and analysis skills.  Proven experience analyzing Zendesk reports and gaining actionable  insights that led to improved service efficiency and/or satisfaction

• Strong understanding of training and quality best practices and functionality

• Excellent spoken/written communication skills and high emotional intelligence.

• Extreme organization

• Results-driven attitude, with the ability to thrive in a fast-paced environment

• The ability to detect gaps in knowledge or performance and escalate early 

• Excel in communicating complex Product functionalities to non-technical team members

• Ability to integrate Quality feedback to inform training opportunities,

Bonus Points If…

• Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)

• Knowledge of tiered support organizations and escalation protocols

• 2-5 years of experience in designing and executing eLMS training

Why work at Abridge?

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA. 

• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.

• 401k and Matching: Contribution matching to help invest in your future.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.

• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full time employees.

• ... and much more!

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying safe - Protect yourself from recruitment fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.