Director, CX Delivery

🕒 July 2

🇺🇸 United States – Remote

💵 $170k - $190k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Spring Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Spring Health is a comprehensive mental health solution designed for employers and health plans. It utilizes Precision Mental Healthcare to deliver personalized mental health support by matching individuals with the right care, whether it's digital support, meditation exercises, coaching, therapy, or medication. By partnering with leading organizations, Spring Health aims to improve mental health accessibility and outcomes, reduce employee turnover, and enhance productivity. Trusted by over 4,500 organizations, the company provides an evidence-based approach that has been proven to deliver positive clinical and financial results.

📋 Description

• Partner with CX leadership on channel expansion strategy, leading frontline teams through chat and phone expansion • Create operational plans, define team priorities, and develop change management plans • Own CX team performance and quality standards, including productivity, reliability, customer satisfaction, efficiency, and costs • Partner with stakeholders to staff channels and equip teams to resolve complex issues • Lead customer retention and engagement strategies, proactive support programs, escalation protocols, and high-touch interventions • Build and maintain dashboards and reporting without a dedicated BI team • Use workforce data, QA reviews, shadow sessions, and escalation analysis to diagnose root causes and improve operations • Translate CX data into insights and customer-centric narratives influencing Product, Marketing, and Engineering decisions • Develop managers into strong leaders and build capabilities in strategic communication, influence, and performance management • Define talent management strategy, competency frameworks, career paths, and succession plans with Learning & Development • Build and sustain a customer-centric culture during organizational growth and change • Partner with Workforce Management on staffing models, schedules, and capacity plans

🎯 Requirements

• 8–12+ years in customer support, with 5–7+ years of people leadership, including multi-layer team experience (you have managed managers of managers) • Demonstrated ability to develop managers into effective leaders • Hands-on data fluency: build dashboards, own metrics, and translate CX data into business decisions • SQL proficiency strongly preferred • Ability to set strategic direction for a function and execute against that plan • Experience leading teams through organizational change, acquisitions, or significant transition • Comfortable with shadow sessions, QA reviews, workforce data, and escalations • Cultural humility and excellent interpersonal communication skills

🏖️ Benefits

• We’re a remote-first company • Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans • 401K plan (ADP) • Lifestyle Spending Account for health, wellness, and family care • Monthly co-working space membership stipend • Monthly work-from-home stipend • Financial wellness benefits through Northstar • Pet discount program through United Pet Care • Financial perks and rewards through PerkSpot • EAP access through Aetna • One-time home office stipend to set up your home office • Inclusive family and medical leave plans • 12 paid holidays and 1 Alma Give Back Day • Flexible PTO