Remote Director, AI Operations & Process Excellence

Spring Health; New York (NY); Remote; USD 165,000 - 198,000; Full time

Job summary

Spring Health, a global mental health company, is seeking a Director of Process Engineering to build an AI-enabled operating model for member and provider support. You will lead a small, high-leverage team focused on AOP execution, governance, and the cross-functional operating rhythm.

Based in a fully remote role with optional NYC onsite once a week, you will partner with Product, QA, Care Operations, and Clinical teams to improve deflection, reduce drift, and align product changes with

Qualifications

• 8+ years of experience in healthcare operations, startups, consulting, or services.
• Experience building or managing governance, QA, or documentation frameworks (SOPs, playbooks).
• 3+ years of experience leading teams in a high-growth or complex environment.
• 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 to execute day-to-day AOP build and governance work.
• Own AOP governance — proposals, approvals, and change review processes.
• Partner with QA to establish an ongoing cadence to catch drift, staleness, or gaps.
• Chair cross-functional triage to assign gaps to named owners with due dates.
• Maintain AOP–Product alignment so updates reflect product changes.
• Report to leadership on deflection and resolution quality, distinguishing in-house vs upstream work.
• Define and evolve the operating model cadences, roles, and KPIs.
• Retain ongoing AOP ownership tied to a fast-moving product surface.

Skills

Operations leadership

Governance frameworks

Team leadership

Cross-functional collaboration

Tools

Zendesk

Job description

Spring Health, a global mental health company, is seeking a Director of Process Engineering to build an AI-enabled operating model for member and provider support. You will lead a small, high-leverage team focused on AOP execution, governance, and the cross-functional operating rhythm.

Based in a fully remote role with optional NYC onsite once a week, you will partner with Product, QA, Care Operations, and Clinical teams to improve deflection, reduce drift, and align product changes with