We are looking for a Director of Care Enablement to lead the development and oversight of care training and quality assurance across our markets! We’re looking for a strategic leader to oversee our Care Delivery Enablement team within the Population Health department. In this role, you’ll serve as the key connector between the Care Product, People (L&D), and Market Operations teams—translating care model interventions into effective, scalable training and quality assurance programs. While not an operations role, you will equip field teams—particularly Health Coaches—with the tools, knowledge, and support they need to deliver high-quality care. You’ll use data and performance insights to assess where implementation is working and where it’s falling short, distinguishing between issues driven by market context, training content or delivery, and care model design. Through an integrated approach to training and QA, you’ll identify execution gaps, deliver structured feedback to the Care Product team, and drive continuous improvement in how we serve Medicaid patients across markets.

What you’ll do

As the Director of Care Enablement here at Diverge, you’ll own the development, rollout, and continuous improvement of training and quality assurance programs for our Market Care Teams (Health Coaches, Health Coach Managers, Nurse Practitioners, and Social Workers). You’ll ensure our training and quality assurance teams are translating care model design into excellent execution—and you’ll use data to understand where gaps exist and what solutions are needed, whether in content, delivery method, or product design. Your work will ensure that training doesn't stop at onboarding—instead, it's reinforced through continuous quality monitoring, enabling our care teams to stay aligned with best practices, receive timely feedback, and consistently deliver high-quality care in the field.

Key areas you’ll add value:

• Serve as the main point of contact between Care Enablement and the Care Product, Market Operations and People (L&D) teams, ensuring seamless implementation of training programs for Care Teams.
• Lead teams responsible for delivering training and quality assurance of our care product.
• Lead the design and rollout of a structured, scalable training experience—including LMS-based and live instruction—focused on chronic condition management, behavioral coaching, patient engagement, and home visit safety.
• Project manage training content development in collaboration with Care Product subject matter experts and the People L&D team to ensure timely, accurate training implementation.
• Oversee our apprenticeship program to ensure new coaches and leaders receive hands-on support from experienced team members during onboarding.
• Direct the QA strategy and central audit process to ensure coaching delivery is consistent with care model standards across all markets; lead calibration sessions; and analyze patient outcomes and service delivery data to identify areas for improvement in care and ensure adherence to care models.
• Establish and oversee patient-facing QA activities, such as surveys and call audits, to ensure our care is resonating with and supporting our patients.
• Build and manage a team of QA and training professionals, fostering high performance and collaboration.
• Develop systems to gather and analyze data tied to product success metrics (defined by Care Product), evaluating coach performance and training outcomes across markets.
• Use data to identify training gaps, and determine whether those gaps stem from product design, training content, or training delivery.
• Work cross-functionally to ensure accountability for gap resolution across relevant teams (Care Product, L&D, Coaching Operations).
• Provide structured feedback to Care Product, L&D, and other cross-functional teams to ensure continuous learning, program evolution, and model fidelity.

What you will bring

• Experience leading a training program for care teams; preferably experience training front line staff. Inclusive of familiarity with both Learning Management Systems (LMS) and live, interactive training formats (e.g., workshops, webinars, and in-person sessions)
• Extensive experience working in an environment where there is high collaboration with a corporate L&D function, partnering to deliver training.
• 5+ years of experience leading teams and managing other managers.
• Experience in building or managing quality assurance in a service setting, preferably within healthcare delivery, care management, or health coaching environments.
• Experience working cross-functionally with Product, Operations, and People teams to deliver impactful training aligned to business goals.
• High degree of comfort with data analysis and translating insights into actionable strategies.
• Experience in healthcare, coaching, or clinical operations setting; bonus if you’ve worked in a value-based care or Medicaid-focused model.
• Strong leadership, project management, and team development skills.
• Strong desire and ability to work cross-functionally across multiple subject matter experts
• Collaborative, humble, and energized by solving complex problems in a mission-driven, fast-paced environment.