{"id":1965722,"url":"https://alion.io/job/spring-health-director-process-engineering","title":"Director, Process Engineering","company":{"id":1223,"name":"Spring Health","domain":"springhealth.com","url":"https://alion.io/company/spring-health","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":164900,"max":197500,"currency":"USD","period":"year","gross":null,"usd_annual":197500},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-10-06T15:48:16Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-08T22:31:29Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Our mission: eliminating every barrier to mental health.\nSpring 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.\nOur 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.\nAs 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.\nReporting to the Senior Director of Care Operations Intelligence, the Director, Process Engineering owns the operating model that continuously improves AI-agent and human support-workflow performance. This starts with building the library of agent operating procedures (AOPs) that govern how AI agents operate across the member and provider support journey. It also owns the knowledge management system for AI and human processes and the discipline that surfaces what's failing (for AI and human-delivered service alike) and routes each gap to the right owner with clear accountability. This role sits within the Care Operations Intelligence department and starts by building a small, high-leverage team focused on AOP execution, governance, and the cross-functional operating rhythm that keeps everyone honest about what's actually working. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred.\nWhat you’ll do:\nManage a team of operations transformation managers to execute day-to-day AOP build and governance work, and knowledge management designers to govern the system used to give AI and human operators the right context\n\nOwn AOP governance - who can propose, approve, and change them, and how changes get reviewed.\n\nPartner with the Quality Assurance team, also within the Care Operations Intelligence department, to establish and run an ongoing QA cadence to catch drift, staleness, or gaps in AOPs before they affect the member or customer experience\n\nChair the cross-functional triage that assigns every surfaced gap a named owner and due date, whether the fix lives here or in Product/Engineering, Care Operations, Clinical, etc.\n\nOwn the AOP-Product relationship: partner closely with Product so AOPs update in lockstep with product and feature changes rather than falling out of date\n\nReport regularly to leadership on deflection and resolution-quality performance, including what's addressable in-house versus blocked upstream.\n\nSet and evolve the operating model itself - the cadences, roles, and KPIs that keep this loop running.\n\nRetain ongoing AOP ownership - these are living artifacts tied to a fast-moving product surface, not a build-and-hand-off deliverable.\n\nWhat success looks like:\nA functioning AOP governance structure: defined change-control process, clear ownership, active QA cadence.\n\nAOPs stay current - low staleness/drift rate, changes reflected quickly after product updates.\n\nA working triage cadence where every surfaced gap leaves with a named owner and a due date - nothing falls into a queue nobody's accountable for.\n\nLeadership and Product have a regular, trusted, evidence-based read on deflection performance and where the ceiling is actually coming from.\n\nGrowing AOP coverage across the member/provider support journey, with measurable engagement and deflection impact.\n\nDownstream improvement in cost to serve and cost per interaction attributable to AOP-driven AI deployment.\n\nWhat you’ll bring:\n8+ years of experience in healthcare operations, start-ups, consulting, or services.\n\nExperience building or managing operational governance, QA, or documentation frameworks (SOPs, playbooks, or similar).\n\n3+ years of experience leading teams in a high-growth or complex environment.\n\nDemonstrated ability to run a recurring, cross-functional decision forum with peers who don't report to you - and get real accountability out of it, not just attendance.\n\nNice to have:\nExperience deploying agentic AI tools in the support journey.\n\nExperience with leading support tools like Zendesk and related process optimization.\n\nBackground in product management or collaborating with Product teams.\n\nBackground in consulting or product management a plus.\n\nExposure to strategic planning or scaling operational programs.\n\nNot sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.\nOur privacy policy: https://springhealth.com/privacy-policy/\nSpring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. 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