Director, Experience Intelligence and Quality

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🔥 31 minutes ago

🇺🇸 United States – Remote

💵 $164.9k - $197.5k / year

⏰ Full Time

🔴 Lead

👔 Director

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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

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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