Director, Experience Intelligence and Quality

About the role

The Director, Experience Intelligence and Quality will own the voice-of-customer signal infrastructure and quality standards for Spring Health. This leader will manage quality methodology, rubrics, and improvement strategies across all channels while driving the organization toward an AI-native approach. The role involves building and managing a high-leverage team to synthesize feedback and ensure high-quality service delivery.

Responsibilities

• Build and run the voice-of-customer signal-synthesis capability by consolidating unstructured feedback into a single infrastructure.
• Own an AI-native cross-channel quality strategy including measurement standards, defect taxonomy, and calibration processes.
• Partner with Process Engineering to define QA rubrics and methodology for AI-failure diagnoses.
• Design a signal- and defect-prioritization framework to address high-impact issues.
• Manage the tool stack used across voice-of-customer and quality assurance functions.
• Build and lead a team of analysts, quality strategists, and reviewers.

Required skills

• Operations strategy
• Analytics
• Voice-of-customer
• Quality assurance
• Data analysis
• Communication skills
• People leadership

Nice to have

• AI-scoring platforms
• Auto-QA platforms
• Healthcare operations
• Clinical delivery
• Revenue cycle management

Qualifications

• 8+ years of experience in operations strategy, analytics, or a related role
• 5+ years in a leadership role

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• One Medical access
• HSA and FSA plans
• 401(k) match
• Paid time off
• Parental leave
• Fertility care support
• Professional development reimbursement

About the Company

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. As an AI-native platform, the company delivers personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.