Senior AI Care Operations Manager

## **Our mission: e**liminating 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 Director of AI Operations, the Senior AI Care Operations Manager will own the hands-on development, performance, and continuous improvement of AI-powered member and provider support experiences. Working within the strategy and priorities established by AI Operations leadership, this person will build effective support workflows, investigate complex issues, and translate conversations into validated insights, AI improvements, and well-supported recommendations for partner teams. This is a full-time, individual-contributor position with no direct reports. This is a hybrid role based in New York City, with an expectation to be in the office two to three days per week. Our office is located at 60 Madison Avenue. Occasional travel may be required for company or team events. **What you’ll do:** - Build, test, launch, and continuously improve AI-powered support workflows that resolve member and provider needs accurately, safely, and efficiently. - Translate support policies, processes, and real-world scenarios into clear decision logic and reliable automated experiences. - Monitor AI performance and investigate incorrect answers, failed resolutions, routing problems, unnecessary escalations, and information gaps. - Own the investigation of suspected AI issues submitted by Care Support and cross-functional partners, from problem reproduction and root-cause analysis through resolution and follow-up. - Distinguish between AI, knowledge, process, product, and platform issues; implement fixes within AI Operations and route other issues to the appropriate owner with a clear problem definition. - Analyze support conversations to identify recurring member and provider friction, emerging trends, knowledge gaps, and opportunities to reduce avoidable support demand. - Validate conversation signals using available evidence and translate meaningful patterns into AI improvements or well-supported recommendations for partner teams. - Collaborate with Care Support, Product, Engineering, Enablement and Training, and analytics partners to troubleshoot issues, share evidence, and support solutions within established priorities. - Monitor the results of AI Operations changes and provide clear performance insights, risks, and recommendations to AI Operations leadership. - Maintain documentation, testing standards, and monitoring practices that enable AI Operations to deliver reliable changes at speed. **What success looks like in this role:** - AI-powered support workflows consistently meet agreed targets for resolution quality, routing accuracy, member experience, and operational performance. - New and updated workflows are launched with effective testing and monitoring, resulting in fewer defects, regressions, and repeat issues. - High-priority AI-related issues are diagnosed, communicated, and resolved within agreed service expectations, with recurring root causes addressed. - Meaningful patterns from member and provider conversations are consistently converted into validated AI improvements or actionable recommendations for the appropriate partner teams. - Improvements owned by AI Operations produce measurable gains in outcomes such as successful resolution, escalation rates, repeat contacts, or member effort. - AI Operations leadership and cross-functional partners receive clear, evidence-based analysis that supports timely prioritization and decision-making. **What you’ll bring:** - 4-6 years in an operations function — service or care operations, product/program operations, or a comparable role where you owned how work actually got done, not just how it was planned. - 2+ years at a high-growth or scale-stage company, in a role that was both strategic and hands-on: you set direction and then built the thing yourself. - Demonstrated hands-on experience building, configuring, testing, or improving automated or AI-powered workflows, decision trees, or similarly complex operational systems. - Deep understanding of operational workflows and workflow development — how they're designed, where they break, what makes them scale, and how to translate messy policy and edge cases into clear, reliable decision logic. - Strong analytical capabilities and a data-oriented instinct. You're comfortable getting into the data yourself, and you can move from a pattern in the numbers to a specific, sequenced plan of action. - A track record of partnering directly with subject-matter experts to learn their workflows in detail, then working alongside them to automate, streamline, or apply AI — earning their trust rather than handing down requirements. - Rigorous root-cause problem-solving. You can take an ambiguous symptom, reproduce it, isolate whether it's an AI, knowledge, process, product, or platform issue, and drive it to resolution. - Clear written and verbal communication, with the ability to explain complex issues and influence partners without formal authority. **Nice to have:** - Background in Strategy & Operations, Business Operations, or management consulting. - Experience in Care Support, customer support, or another high-volume support environment. - Experience building or managing conversational AI or AI-powered support experiences. - Experience in healthcare, benefits, mental health, or another regulated, high-trust environment. - Familiarity with prompts, APIs, system integrations, logs, evaluation tools, experimentation, or SQL and basic data querying. *The target base salary range for this position is **$97,000 - $124,476** and is part of a competitive total rewards package including equity 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**](https://springhealth.link/jd-2022-09-radfordcomp)at minimum to ensure competitive and fair pay.* ### **Benefits provided by Spring Health:** **Note**: We have even more benefits than listed [here](https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits) and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria. - Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to [**One Medical**](https://www.onemedical.com/membership/)accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type. - Employer sponsored 401(k) match of up to 2% for retirement planning - A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents. - We offer competitive paid time off policies including vacation, sick leave and company holidays. - At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents. - Access to [**Noom**](https://www.noom.com/)**,** a weight management program—based in psychology, that’s tailored to your unique needs and goals. - Access to fertility care support through [**Carrot**](https://springhealth.link/jd-2023-07-carrotbenefit), in addition to $4,000 reimbursement for related fertility expenses. - Access to[**Wellhub**](https://springhealth.link/jd-2023-07-gympassbenefit), which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription - Access to [**BrightHorizons**](https://www.brighthorizons.com/), which provides sponsored child care, back-up care, and elder care - Up to $1,000 Professional Development Reimbursement a year. - $200 per year donation matching to support your favorite causes. **Not sure if you meet every requirement?** [Research shows](https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907) 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](https://www.springhealth.com/careers). If this role excites you, we encourage you to apply. ***Our privacy policy:***[***](https://springhealth.com/privacy-policy/) *Spring 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. If you have a disability or special need that requires accommodation, please let us know.*