deaa6ad2-d184-436b-b69e-17f761da1d94 - Director, Experience Intelligence and Quality
Requirements
• 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. • 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.
Responsibilities
• 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.
Benefits
• Note: We have even more benefits than listed here https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits and below, your recruiter will provide more in-depth information as you continue in the interview process. 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 https://www.onemedical.com/membership/ 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 https://www.noom.com/, a weight management program—based in psychology, that’s tailored to your unique needs and goals. • Access to fertility care support through Carrot https://springhealth.link/jd-2023-07-carrotbenefit, in addition to $4,000 reimbursement for related fertility expenses. • Access to Wellhub https://springhealth.link/jd-2023-07-gympassbenefit, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription • Access to BrightHorizons https://www.brighthorizons.com/, 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 https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907 that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive https://www.springhealth.com/careers. If this role excites you, we encourage you to apply. • Our privacy policy: https://springhealth.com/privacy-policy/
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