Spring Health
Director, Process Engineering
$165K–$198K
Remote · Remote · Director · Full-time · Posted Oct 6, 2026
- Experience
- 8+ years in healthcare operations, start-ups, consulting, or services; 3+ years leading teams in a high-growth or complex environment.
About the job
Owns the operating model and team that govern AI-agent operating procedures and knowledge systems, improve support workflows, and ensure surfaced service gaps are assigned and resolved.
What you'll do
- Lead the team responsible for building and governing agent operating procedures (AOPs) and knowledge management for AI and human operators.
- Establish AOP change control and QA, and chair cross-functional triage to assign surfaced gaps to owners with due dates.
- Report on deflection and resolution quality, and evolve the operating model, cadences, roles, and KPIs.
What they ask for
- Experience building or managing operational governance, QA, or documentation frameworks such as SOPs or playbooks.
- Demonstrated ability to run recurring cross-functional decision forums and secure accountability from peers who do not report to you.
Nice to have
- Experience deploying agentic AI tools in support journeys.
- Experience with Zendesk, support-process optimization, or collaboration with Product teams.
Pay
$164.9K – $197.5K (base salary)
Tools
Zendesk
AI focus
Govern AI-agent operating procedures and knowledge, monitor AI and human support performance, and improve deflection and resolution quality.
Model-written summary · the original posting is authoritative