Director, Experience Intelligence and Quality

Alma; United States; A distancia; USD 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

401(k) match

Paid time off

Parental leave

Professional development reimb.

Fertility care support

Wellness programs

Childcare support

Descripción de la vacante

Spring Health is hiring a Director, Experience Intelligence & Quality to build a unified voice-of-customer signal and an AI-native quality program across AI and human channels.

You will lead a cross-functional team to deliver measurable improvements in CSAT and compliance, partnering with senior stakeholders to drive data-driven decisions and scalable processes.

Formación

• 8+ years of experience in operations strategy, analytics, or a related role (e.g., management consulting), preferably within healthcare; 5+ years in a leadership role.
• Experience running voice-of-customer or signal-management programs and turning unstructured feedback into prioritized, actionable insight.
• Experience leading quality functions in a high-volume service delivery environment (healthcare, contact center, or similar).
• Demonstrated ability to partner with senior executives to solve complex business challenges using data, structured analysis, and excellent communication skills.
• Track record integrating two teams or tools into one operating model (post-acquisition or post-reorg) without stalling either program mid-transition.
• A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment.
• People leadership experience managing managers or multiple sub-functions.

Responsabilidades

• Build and run the voice-of-customer / signal-synthesis capability: consolidate feedback into a single signal infrastructure.
• Own an AI-native cross-channel quality strategy: one measurement standard, defect taxonomy, sampling approach, and calibration process.
• Partner with Process Engineering on the diagnose/fix boundary and set QA rubrics for AI-failure diagnoses.
• Design a signal- and defect-prioritization framework to drive high-impact issues first.
• Own the tool stack used across VoC and QA, consolidating vendors where possible.
• Build and manage a high-leverage team spanning VoC analysts, quality strategists, and QA reviewers.

Conocimientos

Leadership

Operations strategy

Analytics

Voice-of-customer

Quality assurance

Cross-functional collaboration

AI-native

Communication

Herramientas

Zendesk QA

Maestro QA

AI scoring platforms

Descripción del empleo

Our mission: eliminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.
As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Reporting to the Senior Director of Care Operations Intelligence, the Director, Experience Intelligence & Quality owns the voice-of-customer (VoC) signal infrastructure that captures what Spring Health’s members, providers, employers, and payers are experiencing. Additionally, this leader will own the standards our frontline support and clinical teams are measured against: QA methodology, rubrics, calibration, and improvement strategy across every channel. This role will be responsible for continuing to shift the VoC and quality teams into an AI native organization. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred.

What you’ll do:

• Build and run the voice-of-customer / signal-synthesis capability: consolidate unstructured member, provider, employer, and payer feedback into a single signal infrastructure. Insights Ops teams can act on directly go to QA, Training, and function owners; systemic issues needing product, policy, or process change get surfaced to Process Engineering, Product, and other cross‑functional partners.

• Own an AI-native cross‑channel quality strategy: one measurement standard, one defect taxonomy, one sampling approach, and one calibration process spanning AI‑handled and human‑handled interactions.

• Partner with Process Engineering on the diagnose/fix boundary: this role sets the QA rubric and methodology that AI‑failure diagnoses are scored against; day‑to‑day gap‑log triage sits with Process Engineering pending the working‑session decision on scope.

• Design a signal‑ and defect‑prioritization framework so the highest‑impact issues get worked first, partnering with frontline leadership to design and evaluate quality improvement initiatives (e.g., training updates, workflow changes, automation opportunities).

• Own the tool stack used across VoC and QA, including consolidating vendors where possible.

• Build out and manage a high‑leverage team spanning all elements of the quality and VoC cycle: VoC analysts, quality strategists, and QA reviewers led by a Senior Manager.

What success looks like:

• A working VoC signal pipeline — feedback synthesized, prioritized, and routed — with a measurable VoC‑driven action rate and shrinking insight‑to‑action cycle time.

• One quality measurement standard and defect taxonomy in place across AI and human channels, replacing two divergent stacks.

• QA coverage of support and clinical interactions increasing via automation, with calibration variance and inter‑rater agreement inside range.

• Reliable critical‑error (compliance/HIPAA) catch rates.

• Leadership and cross‑functional partners have a trusted, evidence‑based read on where quality is breaking and why, across AI and human‑delivered service alike.

• CSAT trending up across member, provider, employer, and payer groups.

What you’ll bring:

• 8+ years of experience in operations strategy, analytics, or a related role (e.g., management consulting), preferably within healthcare; 5+ years in a leadership role.

• Experience running voice‑of‑customer or signal‑management programs and turning unstructured feedback into prioritized, actionable insight.

• Experience leading quality functions in a high‑volume service delivery environment (healthcare, contact center, or similar).

• Demonstrated ability to partner with senior executives to solve complex business challenges using data, structured analysis, and exceptional communication skills.

• Track record integrating two teams or tools into one operating model (post‑acquisition or post‑reorg) without stalling either program mid‑transition.

• A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment.

• People leadership experience managing managers or multiple sub‑functions.

Nice to have:

• Direct experience building or scaling a QA function — scoring rubrics, calibration programs, inter‑rater reliability — ideally including a shift from manual/sampling review toward AI‑assisted or AI‑native scoring.

• Experience with AI‑scoring / auto‑QA platforms (e.g., Zendesk QA, Maestro QA or similar).

• Background spanning both care/clinical delivery and RCM, claims, or another regulated, financial‑services‑adjacent operations environment.

• Comfort operating with real ambiguity — this org is still being designed as part of an active M&A integration, and several ownership boundaries with Process Engineering aren't finalized yet.

Benefits provided by Spring Health:

Note: We have even more benefits ... here and below, benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.

• Employer sponsored 401(k) match of up to 2% for retirement planning

• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• We offer competitive paid time off policies including vacation, sick leave and company holidays.

• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non‑birthing parents.

• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.

• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

• Access to BrightHorizons, which provides sponsored child care, back‑up care, and elder care

• Up to $1,000 Professional Development Reimbursement a year.

• $200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.