Director, Experience Intelligence and Quality

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About the role

Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners. As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission. Reporting to the Senior Director of Care Operations Intelligence, the Director, Experience Intelligence & Quality owns the voice-of-customer (VoC) signal infrastructure that captures what Spring Health’s members, providers, employers, and payers are experiencing. Additionally, this leader will own the standards our frontline support and clinical teams are measured against: QA methodology, rubrics, calibration, and improvement strategy across every channel. This role will be responsible for continuing to shift the VoC and quality teams into an AI native organization. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred. What you’ll do: • 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

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