Director, Experience Intelligence and Quality

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🕒 Outubro 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $164.900 - $197.500 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Spring Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🛡️ Seguros

🏥 Saúde

Consulting • Insurance • Healthcare

A Spring Health é uma solução abrangente de saúde mental projetada para empregadores e planos de saúde. Utiliza o Atendimento de Saúde Mental de Precisão para oferecer suporte personalizado ao combinar indivíduos com o atendimento adequado, seja suporte digital, exercícios de meditação, coaching, terapia ou medicação. Ao fazer parcerias com organizações líderes, a Spring Health visa melhorar a acessibilidade e os resultados de saúde mental, reduzir a rotatividade de funcionários e aumentar a produtividade. Confiada por mais de 4. 500 organizações, a empresa fornece uma abordagem baseada em evidências que comprovadamente oferece resultados clínicos e financeiros positivos.

Descrição

• Own the voice-of-customer signal infrastructure capturing member, provider, employer, and payer experiences • Consolidate unstructured feedback into a unified signal infrastructure and route insights to QA, Training, function owners, Process Engineering, Product, and other partners • Own an AI-native, cross-channel quality strategy with unified measurement standards, defect taxonomy, sampling, and calibration across AI- and human-handled interactions • Partner with Process Engineering on the diagnose/fix boundary and establish the QA rubric and methodology for scoring AI-failure diagnoses • Design signal- and defect-prioritization frameworks so high-impact issues are addressed first • Partner with frontline leadership to design and evaluate quality-improvement initiatives such as training updates, workflow changes, and automation opportunities • Own the tool stack across VoC and QA, including vendor consolidation • Build and manage a team spanning VoC analysts, quality strategists, and QA reviewers led by a Senior Manager • Establish a working VoC signal pipeline with measurable action rates and reduced insight-to-action cycle time • Implement one quality measurement standard and defect taxonomy across AI and human channels • Increase QA coverage through automation while maintaining calibration variance and inter-rater agreement within range • Ensure reliable critical-error compliance/HIPAA catch rates • Provide leadership and cross-functional partners with an evidence-based view of quality issues and causes • Improve CSAT across member, provider, employer, and payer groups

🎯 Requisitos

• 8+ years of experience in operations strategy, analytics, or a related role, 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 such as healthcare or a contact center • Ability to partner with senior executives to solve complex business challenges using data and structured analysis • Exceptional communication skills • Track record integrating two teams or tools into one operating model without stalling either program mid-transition • Experience establishing frameworks, processes, and standards in a scaling environment • People leadership experience managing managers or multiple sub-functions • Nice to have: direct experience building or scaling a QA function, including scoring rubrics, calibration programs, and inter-rater reliability • Nice to have: experience with AI-scoring or auto-QA platforms such as Zendesk QA or Maestro QA • Nice to have: background spanning care/clinical delivery and RCM, claims, or another regulated, financial-services-adjacent operations environment • Nice to have: comfort operating with ambiguity during active M&A integration

🏖️ Benefícios

• Health, Dental, Vision benefits start on your first day • One Medical accounts • HSA and FSA plans, with Spring contributing up to $1K for HSAs depending on plan type • Employer-sponsored 401(k) match of up to 2% • Yearly allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for employees and dependents • Paid time off including vacation, sick leave, and company holidays • Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months’ tenure • Noom weight management program • Fertility care support through Carrot and $4,000 reimbursement for related fertility expenses • Wellhub fitness, mindfulness, nutrition, and sleep subscription • BrightHorizons sponsored child care, back-up care, and elder care • Up to $1,000 annual professional development reimbursement • $200 per year donation matching

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