Director, Experience Intelligence and Quality

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the voice-of-customer signal infrastructure that captures experiences from members, providers, employers, and payers.

• Integrate unstructured feedback into a cohesive signal infrastructure and direct insights to Quality Assurance (QA), Training, function owners, Process Engineering, Product, and other stakeholders.

• Develop an AI-driven, cross-channel quality strategy that includes standardized measurements, defect taxonomy, sampling, and calibration across interactions handled by both AI and humans.

• Collaborate with Process Engineering to identify and rectify issues, and establish the QA rubric and methodology for evaluating AI-failure diagnoses.

• Create frameworks for signal and defect prioritization to ensure that high-impact issues are dealt with promptly.

• Work alongside frontline leadership to design and assess quality-improvement initiatives such as training enhancements, workflow modifications, and automation opportunities.

• Manage the tool stack related to Voice of Customer (VoC) and QA, including the consolidation of vendors.

• Build and oversee a team consisting of VoC analysts, quality strategists, and QA reviewers under the guidance of a Senior Manager.

• Develop a functioning VoC signal pipeline with measurable action rates and a reduced insight-to-action cycle time.

• Standardize quality measurement and defect taxonomy across AI and human channels.

• Expand QA coverage through automation while ensuring calibration variance and inter-rater agreement remain within acceptable limits.

• Guarantee reliable compliance with critical-error standards and HIPAA catch rates.

• Provide leadership and cross-functional partners with an evidence-based perspective on quality issues and their root causes.

• Enhance Customer Satisfaction (CSAT) across member, provider, employer, and payer segments.

⛳️ Requirements

• 8+ years of experience in operations strategy, analytics, or a related field, ideally within healthcare.

• 5+ years of experience in a leadership position.

• Proven experience managing voice-of-customer or signal-management programs and converting unstructured feedback into prioritized, actionable insights.

• Experience leading quality functions in a high-volume service delivery environment, such as healthcare or contact centers.

• Capability to collaborate with senior executives to address complex business challenges through data and structured analysis.

• Excellent communication skills.

• Demonstrated success in integrating two teams or tools into a single operating model without hindering either program during the transition.

• Experience in establishing frameworks, processes, and standards within a scaling environment.

• Leadership experience managing managers or multiple sub-functions.

• Nice to have: direct experience in building or scaling a QA function, including scoring rubrics, calibration programs, and inter-rater reliability.

• Nice to have: familiarity with AI-scoring or auto-QA platforms like Zendesk QA or Maestro QA.

• Nice to have: a background that includes care/clinical delivery and RCM, claims, or another regulated, financial-services-adjacent operations environment.

• Nice to have: comfort with ambiguity during ongoing M&A integration.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day.

• One Medical accounts available.

• HSA and FSA plans, with Spring contributing up to $1K for HSAs based on plan type.

• Employer-sponsored 401(k) matching up to 2%.

• Annual allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for employees and their 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 of tenure.

• Noom weight management program offered.

• Fertility care support through Carrot, with a reimbursement of up to $4,000 for related fertility expenses.

• Access to Wellhub for fitness, mindfulness, nutrition, and sleep subscriptions.

• Child care, back-up care, and elder care sponsored by BrightHorizons.

• Up to $1,000 annual reimbursement for professional development.

• Donation matching of $200 per year.