Director of Experience Intelligence & Quality (AI‑Native VoC)

Spring Health; Polska; Hybrid; PLN 587,000 - 900,000; Full time

Benefits offered by this job

Health, Dental, Vision benefits

401(k) match

Paid time off

Parental leave

Fertility support

Noom program

Professional development

Job summary

Spring Health seeks a Director of Experience Intelligence & Quality to own VoC signal infrastructure and QA standards across AI and human channels. You will lead a cross-functional team and partner with senior leaders to prioritize high-impact quality improvements.

Reporting to the Senior Director of Care Operations Intelligence, this fully-remote role offers weekly onsite in NYC preferred. Build scalable frameworks and drive measurable CSAT improvements across member, provider, employer, and

Qualifications

• 8+ years in operations strategy, analytics, or related roles (preferably healthcare).
• Experience running VoC or signal-management programs and turning feedback into insight.
• Experience leading quality functions in high-volume service delivery.
• Ability to partner with senior executives using data and structured analysis.
• Track record integrating two teams or tools into one operating model.
• People leadership experience managing managers or multiple sub-functions.

Responsibilities

• Build and run the VoC/signal-synthesis capability across members, providers, employers, and payers.
• Own an AI-native cross-channel quality strategy and unified measurement standard.
• Define QA rubrics and methodology for AI‑failure scoring; coordinate with Process Engineering.
• Design a signal- and defect-prioritization framework with frontline leadership.
• Own the VoC/QA tool stack and consolidate vendors where possible.
• Build and manage a high-leverage team across VoC and QA functions.

Skills

VoC program management

Leadership

Analytics

Cross-functional collaboration

Healthcare experience

AI/QA platforms

Tools

Zendesk QA

Maestro QA

Job description

Spring Health seeks a Director of Experience Intelligence & Quality to own VoC signal infrastructure and QA standards across AI and human channels. You will lead a cross-functional team and partner with senior leaders to prioritize high-impact quality improvements.

Reporting to the Senior Director of Care Operations Intelligence, this fully-remote role offers weekly onsite in NYC preferred. Build scalable frameworks and drive measurable CSAT improvements across member, provider, employer, and