Quality Assurance Manager

The Opportunity

We're hiring a QA Manager to own quality assurance planning and execution for high-impact, multi-channel lifecycle campaigns across our Growth Marketing Operations ecosystem (email, SMS, push, direct mail, in-app).

As a lead QA contributor, you will operate independently across campaigns, acting as the QA owner within cross-functional pods and guiding partners through test coverage plans, data considerations, and launch readiness.

You bring deep domain expertise in journey testing, dynamic segmentation, campaign automation, and data-driven personalization — and you understand how quality risks translate into member-facing issues such as incorrect targeting, duplicate sends, or broken content.

This role combines advanced technical QA execution with growing strategic influence. As Hinge Health scales its marketing volume and complexity, this role will be instrumental in evolving QA from manual inspection toward AI-first, human-supervised quality systems. You will design and improve QA frameworks for multi-channel campaigns, implement automation and AI-driven tooling to reduce manual effort and defect leakage, and collaborate closely with Product, Marketing Ops, Martech, and Data Engineering to ensure QA is proactively embedded in build cycles and experiment reviews. We're actively investing in AI across our Growth workflows, and this role will help shape what that looks like for QA.

What You'll Accomplish

• Own Multi-Campaign QA Planning & Execution: Lead QA planning and execution for multiple high-impact lifecycle campaigns running in parallel, owning timelines and deliverables for campaigns with 5–10 stakeholders across Growth Marketing, Data Science, and Product teams.

• Anticipate & Mitigate Risk: Anticipate risks across segmentation logic, triggered journey behaviors, and time-sensitive content deployments — escalating only when governance or executive input is required.

• Design & Improve QA Frameworks: Design and improve QA frameworks for multi-channel campaigns, applying advanced QA methods across all communication channels to ensure coverage without delaying launches.

• Drive Automation, AI Adoption & Efficiency: Implement automation and AI-powered tooling to reduce manual effort and defect leakage. Explore and champion emerging QA approaches — such as proactive pre-launch campaign validation, AI-led targeting checks, and automated anomaly detection — that increase team-wide efficiency, improve speed-to-market, and enable campaign launches to hit deadlines 90%+ of the time.

• Lead Cross-Channel Validation: Lead validation of segmentation, personalization, eligibility, and rendering across channels, balancing exploratory and automated testing approaches based on scope, data dependencies, and timeline constraints.

• Leverage Data & AI for Continuous Improvement: Leverage dashboards, reporting tools, and AI-driven signal detection to track campaign QA performance at scale, using insights to continuously improve future test strategies and catch issues before they reach members.

• Contribute to QA Strategy Evolution: Propose scalable approaches to validation, automation, and experiment integrity. Help shape the future of QA by identifying workflows where AI can add the most value, evaluating new tools and approaches, and helping define how humans and AI work together to maintain quality at scale.

• Coach & Elevate the Team: Guide QA team members in execution and prioritization, coaching on automation adoption, AI tool usage, and process improvements while sharing knowledge and best practices through documentation, tooling, and peer review. Foster a culture where every team member learns to leverage, train, evaluate, and improve AI agents as part of their daily work.

Who You Are

• Translates Risk into Business Terms: Translates nuanced QA risks into business terms for Marketing, Product, and Engineering partners — driving conversations around tradeoffs in test coverage, risk mitigation, or launch timelines.

• Synthesizes for Decision-Making: Synthesizes test results into clear narratives that help cross-functional teams make better decisions and provides leadership-ready insights with metrics (e.g., defect rates, blocker severity, launch impact).

• Builds Trust Under Pressure: Builds trust with stakeholders by consistently delivering high-quality QA under tight timelines and complex requirements.

• Facilitates Cross-Functional Alignment: Facilitates alignment during incident reviews and campaign retros, frequently contributing QA insights to OKR planning or tooling prioritization.

• Drives Prevention Over Detection: Anticipates QA risks and proposes preventative measures rather than relying solely on end-of-cycle inspection — embracing AI-enabled pre-QA and always-on monitoring to catch issues upstream.

• Operates with Independence: Acts as the QA owner within cross-functional pods, escalating risks with appropriate context and proposed mitigations.

• Embraces an AI-First Mindset: Approaches workflows with a bias toward AI augmentation. Actively experiments with AI tools and agentic approaches to improve speed, accuracy, and scale — understanding that AI will not replace foundational QA strategy but will supercharge it. Sees AI as a teammate, not just a tool.

Basic Qualifications

• 7-10 years of experience in Quality Assurance, including 4-6 years of demonstrated success leading QA for complex, multi-channel campaigns (email, SMS, direct mail, push) using tools like Iterable, Salesforce, or equivalent platforms. At this level, managers are expected to be recognized for scaling QA processes and mentoring others.

• Skilled in managing QA timelines across multiple concurrent launches.

• Applies automaton frameworks to reduce manual testing burden.

• Provides mentorship and coaching to junior QA team members.

• Recognized for introducing repeatable QA processes or tooling improvements that enhance efficiency.

• Demonstrates ability to reduce systemic QA issues across campaigns, improving QA cycle efficiency by 15-20%.

• Hands-on experience with QA planning and execution across multiple touchpoints.

• Demonstrated ability to validate personalized content, journey logic, and segmentation accuracy across complex campaign systems.

• Sound judgment in test scoping with the ability to independently own QA deliverables within a project or campaign pod.

• Demonstrated AI-first mindset: Proven track record of adopting AI tools and automation to improve personal or team productivity. Comfort with experimenting, iterating, and learning in an environment where AI capabilities are rapidly evolving. We believe early adoption and relentless experimentation are competitive advantages.

• Strong communication abilities — capable of translating QA outputs into business-impact language and providing concise updates to senior leadership and cross-functional stakeholders.

• Growing influence across cross-functional workflows with increasing autonomy in identifying and addressing quality risks.

Preferred Qualifications

• Bachelor's degree in Marketing Operations, Computer Science, Business, or a related field (or equivalent experience)

• Experience with marketing automation platforms (Iterable, Salesforce Marketing Cloud), CDPs, and data pipelines

• Proficiency in tools such as Postman, Mailinator, JIRA, TestRail, or similar QA and project tracking platforms

• SQL experience or proficiency for data validation and campaign auditing

• Experience with automation frameworks (API testing, dynamic test user creation, reusable scripts)

• Experience building, training, evaluating, or managing AI agents or LLM-powered workflows in a marketing, operations, or QA context — including prompt engineering, output validation, or human-in-the-loop oversight models

• Familiarity with agentic AI concepts — understanding how task-specific AI agents differ from general-purpose LLMs, and how to apply them to repeatable, pattern-driven workflows like campaign QA, data validation, and performance monitoring

• ISTQB certification or equivalent QA credentials

• Background in regulated or HIPAA-compliant environments where data integrity and compliance are paramount

About Hinge Health

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care.

As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore.Learn more at http://www.hingehealth.com

What You'll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

• Modern life stipends: Manage your own learning and development

Culture & Engagement

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.

Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to [email protected].