Outreach Training and Program Manager

Pomelo Care is the leading virtual medical practice for women and children, providing care across pregnancy, postpartum, pediatrics, menopause, and perimenopause. We combine proactive, 24/7 clinical care with technology that helps us reach patients earlier, identify risks sooner, and deliver personalized care throughout their journey. Our team includes clinicians, technologists, operators, and problem-solvers working together to make high-quality care more accessible for families nationwide.

Your North Star: Support the training, quality, and operations of our outreach team.

As an Outreach Training and Program Manager, you will partner closely with our existing Training and Program Manager to co-lead the onboarding, ongoing development, and operational infrastructure of our outreach specialists. You will be responsible for supporting team operations by training new and current hires, performance managing new hires during their onboarding period, overseeing quality assurance, creating knowledge bases within our software systems, and supporting administrative functions across the team such as verifying eligibility and responding to new patient inquiries. Additionally, you will flex into the role of inbound/outbound calling as needed.

The ideal candidate will possess excellent organizational skills, deep experience leading training and shadowing sessions, and a collaborative mindset to share leadership responsibilities effectively.

• Co-Leadership & Training: Work in lockstep with our current Training and Program Manager to train all new hires on the outreach team, which includes hosting training sessions on outreach processes and best practices, shadowing sessions, and creating training materials.
• Performance Management: Manage performance for all new hires on the outreach team, including achieving 100% of all milestones during the onboarding period.
• Training Operations: Project manage and execute all training operations including, but not limited to: ensuring timely equipment receipt, on-time completion of training cycles, and management of training/onboarding schedules.
• Quality Assurance: Own quality assurance during the onboarding period by listening to new hire calls, scoring the calls, and providing synthesized, actionable feedback.
• Administrative Support: Manage administrative functions of the role, which include completing eligibility checks through internal tools, building/maintaining operational process documents related to enrollment, updating call documentation errors, managing support tickets with our telephony vendor, and managing time cards.
• Patient Outreach and Engagement: Manage inbound calls from potential patients, and as needed conduct outbound calls and digital outreach (SMS, email) to patients to provide information and education about Pomelo Care services and resources.

Who you are:

• Experience in training, quality assurance, and performance management, preferably within healthcare or in a call center environment.
• Proven track record of leading engaging training sessions, conducting shadowing and coaching sessions.
• Strong background in QA call scoring, tracking performance metrics, and managing administrative logistics (eligibility tools, timecards).
• A team-first mentality with the proven ability to partner effectively with a co-manager. Willingness to “roll up your sleeves” and directly engage with patients.
• Earned your Bachelor's degree in education, healthcare, or a related field.
• Consistently demonstrate high-quality execution and reliability.
• Able to work some evenings and weekends, with a standard schedule of Monday-Friday 8:30am-5pm CT.

Bonus points if you have any of the following:

• Experience working in a fast-paced and dynamic startup environment.
• Are a NBC-HWC certified Health Coach.
• Are fluent in speaking and writing in Spanish.
• Ability to scope and tackle ambiguous problems.

The expected salary for this role is $90,000-$115,000. This role is also eligible for a monthly bonus, and equity, giving you an ownership stake in Pomelo’s mission.

We are committed to hiring the best team to improve outcomes for all mothers and babies. To solve the complex challenges facing the diverse population we serve, we need diverse perspectives, actively welcoming people of all races, ages, sexual orientations, gender identities and expressions, national origins, religions, disabilities, and veteran statuses. We strive to cultivate an inclusive and respectful environment where team members thrive by working across disciplines, moving fast, making data driven decisions, learning continuously, and always putting the patient first.