Director, AI-Driven Care Ops & AOP Governance

Spring Health; Polska; Hybrid; PLN 704,000 - 939,000; Full time

Job summary

Spring Health is hiring a Director of Process Engineering to lead the operating model for AI-agent and human-support workflows. You will build AOPs, own governance and the knowledge-management system, and surface issues with clear accountability across teams.

You will form and guide a small, high-leverage team focused on AOP execution, governance, and cross-functional operating rhythms that keep all stakeholders aligned and focused on improving deflection and cost-to-serve metrics.

Qualifications

• 8+ years of experience in healthcare operations, start-ups, consulting, or services.
• Experience building or managing operational governance, QA, or documentation frameworks (SOPs, playbooks, or similar).
• 3+ years of experience leading teams in a high-growth or complex environment.
• Demonstrated ability to run a recurring, cross-functional decision forum with peers who don't report to you — and get real accountability out of it, not just attendance.

Responsibilities

• Manage a team of operations transformation managers to execute day-to-day AOP build and governance work, and knowledge management designers to govern the system used to give AI and human operators the right context
• Own AOP governance — who can propose, approve, and change them, and how changes get reviewed.
• Partner with the Quality Assurance team, also within the Care Operations Intelligence department, to establish and run an ongoing QA cadence to catch drift, staleness, or gaps in AOPs before they affect the member or customer experience
• Chair the cross-functional triage that assigns every surfaced gap a named owner and due date, whether the fix lives here or in Product/Engineering, Care Operations, Clinical, etc.
• Own the AOP–Product relationship: partner closely with Product so AOPs update in lockstep with product and feature changes rather than falling out of date
• Report regularly to leadership on deflection and resolution-quality performance, including what's addressable in-house versus blocked upstream.
• Set and evolve the operating model itself — the cadences, roles, and KPIs that keep this loop running.
• Retain ongoing AOP ownership — these are living artifacts tied to a fast-moving product surface, not a build-and-hand-off deliverable.

Skills

Operational governance

QA processes

Team leadership

SOPs & playbooks

Tools

Zendesk

Job description

Spring Health is hiring a Director of Process Engineering to lead the operating model for AI-agent and human-support workflows. You will build AOPs, own governance and the knowledge-management system, and surface issues with clear accountability across teams.

You will form and guide a small, high-leverage team focused on AOP execution, governance, and cross-functional operating rhythms that keep all stakeholders aligned and focused on improving deflection and cost-to-serve metrics.