Manager, Doula Enablement and Experience

Role Description

Your North Star: Deliver an exceptional experience to doulas providing care to our Pomelo Care members.

Exceptional experience will be measured by:

• Doula Net Promoter Score (NPS)
• Doula quality metrics
• Doula retention rates

What You’ll Do

In this role, you will have the following responsibilities:

• Design the onboarding and training program for new doulas, in partnership with the Training team, and ensure that all doulas complete onboarding and training in a timely manner. 
• Own communication and change management to doulas regarding important updates and new plan launches, using scalable and effective methods.
• Maintain an up-to-date doula handbook with accurate details on our offering, such as services included, documentation expectations, rates, and required scripting.
• Ensure that doulas meet the expectations of our client sponsors and preferred partners, including documentation requirements, quality standards, and general standard operating procedures. 
• Actively monitor and use data to assess doula quality and performance; identify areas for improvement at the individual and team level; escalate programmatic areas of opportunity and provide coaching to specific doulas, as needed.
• Implement scalable community-building efforts within Pomelo’s doula workforce to drive doula engagement and retention, support doula education, and build a cohesive doula community.
• Build relationships with community doula groups to support recruitment, build trust within the community, and stay informed of relevant trends.

Who You Are

• Prior experience working within a healthcare or health technology environment, either as a doula, clinician, team leader of clinicians, or program leader. 
• Strong interpersonal skills and demonstrated ability to engage with a diverse population. Demonstrated ability to build trusting relationships in a virtual environment.
• Demonstrated ability to own large change management efforts and influence others without formal authority. 
• Excellent written and verbal communication skills. Demonstrated ability to drive change management with large frontline teams at scale. Comfort leading difficult conversations 1:1.
• Strong sense of ownership, with demonstrated experience partnering cross-functionally to find answers and to find solutions quickly and independently. Able to build and own processes end-to-end and ensure that all steps are completed accurately.
• Strong project management skills and attention to detail, ensuring that every step is understood accurately, completed in full, and communicated effectively.
• Comfort using data to monitor team performance and inform prioritization and decision-making.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment. Willingness to learn new processes and systems, and to teach them to others.

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer:

• Competitive healthcare benefits
• Generous equity compensation
• Unlimited vacation
• Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)

At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $95,000-$110,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.