Director, Care Operations & AI Transformation

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the VP, Care Operations, the Director, Care Operations & AI Transformation will lead the success of our Care Operations organization by driving execution of operational initiatives, overseeing compliance, managing our BPO partnerships, and ensuring organizational success of Care Operations. This hybrid role, based in NYC, is part of the Care Operations team and plays a critical role in ensuring excellence in stakeholder engagement at scale.

What you’ll do: 

• Ensure execution of the Care Operations roadmap, partnering closely with Product to ensure operational goals are aligned and executed effectively
• Accelerate and own our deployment of AI tools throughout the member support journey
• Further innovate to identify opportunities to iterate and improve on operational processes
• Identify, select, and onboard accretive partnerships to drive in-year operational efficiencies
• Ensure organizational effectiveness, setting operating cadences, advancing strategic initiatives, and fostering employee engagement
• Lead, mentor, and develop a high-performing strategic team

What success looks like: 

• Successful deployment and engagement with AI tools in process and deflection
• Execution of the Care Operations strategic roadmap on-time and with measurable impact
• Improvement in cost to serve and cost per interaction for Care Operations
• Improved employee engagement scores and team effectiveness

What you’ll bring: 

Required:

• 5+ years of experience in healthcare operations, start-ups, consulting, or services
• 3+ years of experience leading teams in a high-growth or complex environment

Preferred:

• Experience in deploying agentic AI tools in the support journey
• Experience with leading support tools like Zendesk and related process optimization
• Background in product management or collaborating with Product teams
• Background in consulting or product management a plus
• Exposure to strategic planning or scaling operational programs

The target base salary range for this position is $164,900 - $214,450 and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will pro