Remote Director, Experience Intelligence & AI Quality

Spring Health; United States; Remote; USD 180,000 - 260,000; Full time

Job summary

Spring Health is seeking a Director, Experience Intelligence & Quality to own the voice-of-customer signal infrastructure and QA standards across member, provider, employer, and payer interactions. This fully remote role may require onsite in our NYC office once a week as preferred.

You will build a high-leverage team of VoC analysts, quality strategists, and QA reviewers, partnering with Process Engineering, Product, and cross-functional teams to drive AI-native quality across all channels.

Responsibilities

• Build and run VoC signal-synthesis consolidating feedback into a single signal infrastructure.
• Direct insights to QA, Training, and function owners; escalate systemic issues to cross-functional partners.
• Own an AI-native cross-channel quality strategy across AI- and human-handled interactions.
• Define QA rubrics and methodology for AI-failure scoring with Process Engineering.
• Prioritize issues with a framework to drive quality improvements like training and workflow changes.
• Own the VoC and QA tool stack and consolidate vendors where feasible.
• Build and manage a high-leverage team spanning VoC analysis, quality strategy, and QA review.

Job description

Spring Health is seeking a Director, Experience Intelligence & Quality to own the voice-of-customer signal infrastructure and QA standards across member, provider, employer, and payer interactions. This fully remote role may require onsite in our NYC office once a week as preferred.

You will build a high-leverage team of VoC analysts, quality strategists, and QA reviewers, partnering with Process Engineering, Product, and cross-functional teams to drive AI-native quality across all channels.