Director, Remote AI Process Excellence

Alma; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Spring Health is seeking a Senior Director-level leader to drive the AI-human care operations workflow. You will build and govern the AOP framework, manage a high-leverage team, and ensure the knowledge system supports AI and human operators across member and provider support journeys.

You will partner with Product, Clinical, and Care Ops to maintain current AOPs, reduce drift, and improve deflection metrics while reporting progress to senior leadership.

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 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.

Responsibilities

• Manage a team of operations transformation managers and knowledge management designers.
• Own AOP governance — proposals, approvals, and changes.
• Establish and run QA cadence to catch drift and gaps.
• Chair cross-functional triage, assign owners and due dates.
• Own AOP–Product relationship to stay updated with changes.
• Report on deflection and resolution-quality performance to leadership.
• Set and evolve the operating model, cadences, roles, and KPIs.
• Retain ongoing AOP ownership as living artifacts.

Skills

Operational governance

QA processes

Documentation frameworks

Cross-functional leadership

Tools

Zendesk

Job description

Spring Health is seeking a Senior Director-level leader to drive the AI-human care operations workflow. You will build and govern the AOP framework, manage a high-leverage team, and ensure the knowledge system supports AI and human operators across member and provider support journeys.

You will partner with Product, Clinical, and Care Ops to maintain current AOPs, reduce drift, and improve deflection metrics while reporting progress to senior leadership.