Director, AI Process Engineering & Governance (Remote)

Spring Health; New York (NY); Remote; USD 150,000 - 190,000; Full time

Job summary

Spring Health is seeking a Director of Process Engineering to lead a high-growth function within the Care Operations Intelligence team. You will build and govern a library of agent operating procedures for AI and human support, and establish the knowledge-management system to surface gaps with clear accountability.

You will run a recurring cross-functional forum, coordinate with Product and Engineering, and report on deflection performance and cost-to-serve impacts.

Qualifications

• 8+ years of experience in healthcare operations, startups, 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 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partner closely with Product so AOPs update in lockstep with product and feature changes rather than falling out of date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 frameworks

Documentation (SOPs/Playbooks)

Cross-functional leadership

Tools

Zendesk

Job description

Spring Health is seeking a Director of Process Engineering to lead a high-growth function within the Care Operations Intelligence team. You will build and govern a library of agent operating procedures for AI and human support, and establish the knowledge-management system to surface gaps with clear accountability.

You will run a recurring cross-functional forum, coordinate with Product and Engineering, and report on deflection performance and cost-to-serve impacts.