Director, Process Engineering

Spring Health•New York, NY

22h•Remote

About The Position

The Director, Process Engineering reports to the Senior Director of Care Operations Intelligence and owns the operating model for continuously improving AI-agent and human support-workflow performance. The role builds and governs the library of agent operating procedures (AOPs) that guide AI agents across the member and provider support journey, as well as the knowledge management system that provides relevant context to AI and human operators. It also establishes the discipline for identifying failures in AI- and human-delivered service and routing each gap to an accountable owner. Within the Care Operations Intelligence department, this role builds and leads a small team focused on AOP execution, governance, and the cross-functional operating rhythm needed to assess what is working. The position is full-time and fully remote; the ability to work onsite at the NYC office once a week is preferred.

Requirements

8+ years of experience in healthcare operations, start-ups, consulting, or services.
Experience building or managing operational governance, QA, or documentation frameworks such as SOPs or playbooks.
3+ years of experience leading teams in a high-growth or complex environment.
Demonstrated ability to run a recurring cross-functional decision forum with peers who do not report to you and achieve accountability beyond attendance.

Nice To Haves

Experience deploying agentic AI tools in the support journey.
Experience with support tools such as Zendesk and related process optimization.
Background in product management or collaboration with Product teams.
Background in consulting or product management.
Exposure to strategic planning or scaling operational programs.

Responsibilities

Manage operations transformation managers executing day-to-day AOP development and governance, and knowledge management designers governing the system that provides context to AI and human operators.
Own AOP governance, including who may propose, approve, and change procedures and how changes are reviewed.
Partner with the Quality Assurance team to establish and run an ongoing QA cadence that identifies AOP drift, staleness, or gaps before they affect member or customer experience.
Chair cross-functional triage, assigning every surfaced gap a named owner and due date, including issues whose fixes belong to Product/Engineering, Care Operations, Clinical, or other teams.
Own the relationship between AOPs and Product, partnering to keep procedures aligned with product and feature changes.
Report to leadership on deflection and resolution-quality performance, including what can be addressed in-house and what is blocked upstream.
Set and evolve the operating model, including the cadences, roles, and KPIs that sustain the improvement loop.
Maintain ongoing ownership of AOPs as living artifacts tied to a fast-moving product surface.
Build and grow AOP coverage across the member and provider support journey, with measurable engagement and deflection impact.
Drive downstream improvements in cost to serve and cost per interaction attributable to AOP-driven AI deployment.