deaa6ad2-d184-436b-b69e-17f761da1d94 - Director, Process Engineering

Remote - New York, United States$165k - $198k3w ago

Remote Director NA Oil & Gas Process Engineer Team Management Reporting Documentation Zendesk Process Optimization

Requirements

• 8+ years of experience in healthcare operations, start-ups, consulting, or services. • Experience building or managing operational governance, QA, or documentation frameworks (SOPs, playbooks, or similar). • 3+ years of experience 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 — and get real accountability out of it, not just attendance. • Experience deploying agentic AI tools in the support journey. • Experience with leading support tools like Zendesk and related process optimization. • Background in product management or collaborating with Product teams. • Background in consulting or product management a plus. • Exposure to strategic planning or scaling operational programs. • 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/

Responsibilities

• Manage a team of operations transformation managers to execute day-to-day AOP build and governance work, and knowledge management designers to govern the system used to give AI and human operators the right context • Own AOP governance — who can propose, approve, and change them, and how changes get reviewed. • Partner with the Quality Assurance team, also within the Care Operations Intelligence department, to establish and run an ongoing QA cadence to catch drift, staleness, or gaps in AOPs before they affect the member or customer experience • Chair the cross-functional triage that assigns every surfaced gap a named owner and due date, whether the fix lives here or in Product/Engineering, Care Operations, Clinical, etc. • Own the AOP–Product relationship: partner closely with Product so AOPs update in lockstep with product and feature changes rather than falling out of date • Report regularly to leadership on deflection and resolution-quality performance, including what's addressable in-house versus blocked upstream. • Set and evolve the operating model itself — the cadences, roles, and KPIs that keep this loop running. • Retain ongoing AOP ownership — these are living artifacts tied to a fast-moving product surface, not a build-and-hand-off deliverable. • What success looks like: • A functioning AOP governance structure: defined change-control process, clear ownership, active QA cadence. • AOPs stay current — low staleness/drift rate, changes reflected quickly after product updates. • A working triage cadence where every surfaced gap leaves with a named owner and a due date — nothing falls into a queue nobody's accountable for. • Leadership and Product have a regular, trusted, evidence-based read on deflection performance and where the ceiling is actually coming from. • Growing AOP coverage across the member/provider support journey, with measurable engagement and deflection impact. • Downstream improvement in cost to serve and cost per interaction attributable to AOP-driven AI deployment.

Benefits

• $164.9K – $197.5K • Offers Equity • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • To keep your interview experience seamless and distraction-free, we use an AI Notetaker to record and transcribe our interviews. This helps interviewers focus fully on the conversation and ensures your responses are captured accurately. The recording will only be used internally for evaluation. If you would prefer not to be recorded, you can opt out on this page. Opting out will not impact your candidacy in any way. • Yes, I consent to be recorded • Opt out of recording • Yes, I currently need visa sponsorship • Yes, I may need a visa sponsorship in the future • No, I do not and will not need a visa sponsorship • I am unsure and will discuss in the interview • I don't wish to answer • I prefer to self-describe • No, I am not a veteran or active member • Yes, I am a veteran or active member • Bisexual and/or pansexual • White or European • Southeast Asian • Native Hawaiian or Pacific Islander • Middle Eastern or North African • Indigenous, American Indian or Alaska Native • Hispanic, Latinx or of Spanish Origin • Black or of African descent • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the Black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran