Senior AI Care Operations Manager

Our mission: eliminating 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 Senior Director of Care Operations Intelligence, this Senior AI Care Operations Manager is a hands-on individual contributor who builds, tests, and improves the workflows behind Spring Health's support experience, for AI agents and for people. The role has two parts: building and improving AI-agent workflows, including agent operating procedures (AOPs), and engineering better human and automated processes from current-state mapping through measured results. This is a full-time, remote role, with a preference for being onsite in NYC once a week. Travel is minimal, at most once a quarter.

What you’ll do:

• Build and own AOPs. Turn policy, workflow, and edge cases into decision logic that AI agents follow reliably, across Spring Health and Alma. Own each AOP's results after launch, and keep it current as products and policies change, working with Product and Engineering before releases.

• Test AOPs and investigate failures. Test AOPs before launch with simulations and representative interactions, and help set the standard for "ready to ship." When AI fails, find the root cause, fix owned AOP issues, and document and route the rest to the right owner. This is separate from the independent QA function, but partners with it.

• Map how work actually gets done. Map current workflows and member and provider journeys, including decisions, handoffs, exceptions, controls, and sources of delay or rework.

• Design the future state. Quantify the problem with frontline staff and operational data, then design a simpler process with a clear owner and a measurable outcome. Look beyond Decagon for automation, and for ways to improve the underlying human process.

• Build, pilot, and measure. Develop the business case and prototype or configure within approved tools, partnering with Product, Engineering, CX Tooling, Platform S&O, and frontline leaders on builds and releases they own. Pilot changes, support rollout with Care Delivery Enablement, and measure quality, speed, experience, and cost.

• Work within clear boundaries. Knowledge Management owns knowledge content, and Experience Intelligence & Quality owns QA methodology and scoring. Use its signals to diagnose problems. Frontline leaders own operational policy, human-team performance, and adoption decisions.

What success looks like in this role:

• AOP delivery and reliability: Priority support intents covered by tested AOPs, simulation results, post-release defects or regressions, and resolution quality, escalations, handoffs, and repeat contact for owned AOPs. Specific KPIs: Decagon eligibility rate, Decagon resolution rate, and Decagon CSAT.

• Failure response: Time to reproduce and diagnose a high-priority issue, quality of the root-cause write-up, time to implement or route a fix, and recurrence after remediation.

• Process visibility and redesign: Priority workflows mapped with baseline measures and agreed future states, with fewer unnecessary steps, handoffs, delays, and sources of rework.

• Implemented improvements: Redesigned workflows in use with sustained adoption, and measured change in cycle time, error rate, repeat work, access, and member and provider experience.

• Automation value: Appropriate share of work completed through automation, manual effort or handling time saved, capacity gained, and cost per work unit, with safety, quality, and experience guardrails. Measured after launch, not by automations shipped.

• Partner trust: Frontline and technical partners can act on this role's process maps, requirements, test results, and recommendations.

What you’ll bring:

• 3 to 5 years in operations, such as care or service operations, or program or product operations, where you owned how the work got done and were close enough to see where it broke.

• Hands-on experience building, configuring, testing, or materially improving automated or AI-powered workflows, decision trees, or similarly complex operational systems, with the judgment to tell where AI, rules-based automation, or a human step fits.

• Demonstrated current-state process mapping, future-state design, workflow implementation, and measurement after rollout, including working through exceptions and controls and not only producing a process diagram.

• Strong analytical skills, and the ability to move from a pattern in the data to a specific, sequenced plan.

• A track record of working directly with subject-matter experts to learn their workflows, then building with them, earning trust instead of handing down requirements.

• Clear written and verbal communication, and the ability to influence partners without formal authority.

• Preferred: 2+ years at a high-growth or scale-stage company in a role that was both strategic and hands-on. Familiarity with service blueprinting, value-stream mapping, or Lean (a certification does not substitute for delivered work). Background in strategy and operations, business operations, or management consulting. Experience in customer support or other high-volume support, in conversational or AI-powered support, or in a regulated, high-trust environment such as healthcare. Familiarity with prompts, APIs, integrations, logs, evaluation tools, or SQL.

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.

Benefits provided by Spring Health:Note: We have even more benefits than listed here 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 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, a weight management program—based in psychology, that’s tailored to your unique needs and goals.

• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

• Access toWellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

• Access to BrightHorizons, 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 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.

Our 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.