Senior AI Care Operations Lead

Spring Health; New York (NY); Hybrid; USD 97,000 - 124,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k match

Therapist visits

Paid time off

Parental leave

Fertility support

Wellbeing programs

Professional development

Job summary

Spring Health in New York City is hiring a Senior AI Care Operations Manager to own hands-on development and optimization of AI-powered member and provider support experiences. Hybrid role, in-office 2-3 days weekly at 60 Madison Ave, with occasional travel.

You will translate policies into reliable automated flows, monitor AI performance, and collaborate across Care Support, Product, Engineering, Enablement, and analytics to deliver measurable improvements.

Qualifications

• 4-6 years in an operations function.
• 2+ years at a high-growth or scale-stage company.
• Hands-on experience building or improving automated or AI-powered workflows.
• Understanding of operational workflows and translation of policy into logic.
• Strong analytical and data-oriented mindset.
• Proven ability to partner with subject-matter experts to automate or improve processes.
• Root-cause problem-solving to drive resolution.
• Clear written and verbal communication.

Responsibilities

• Build, test, launch, and improve AI-powered support workflows.
• Translate policies and scenarios into clear decision logic and automated experiences.
• Monitor AI performance and investigate incorrect answers and escalations.
• Own investigation of AI issues from reproduction to resolution.
• Differentiate AI, knowledge, process, product, or platform issues and route accordingly.
• Analyze conversations to identify friction and opportunities to reduce demand.
• Validate signals and translate patterns into AI improvements.
• Collaborate with Care Support, Product, Engineering, Enablement, Training, and analytics teams.
• Monitor results and provide performance insights and risks to leadership.
• Maintain documentation, testing standards, and monitoring practices.

Skills

Operations experience

Strategic & hands-on

AI workflows

Data analysis

Stakeholder collaboration

Root-cause analysis

Communication skills

Job description

Spring Health in New York City is hiring a Senior AI Care Operations Manager to own hands-on development and optimization of AI-powered member and provider support experiences. Hybrid role, in-office 2-3 days weekly at 60 Madison Ave, with occasional travel.

You will translate policies into reliable automated flows, monitor AI performance, and collaborate across Care Support, Product, Engineering, Enablement, and analytics to deliver measurable improvements.