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 g.