Eliminating barriers to mental healthcare. Clinically-proven technology with world-class providers to deliver precisely what your employees need.
About the role
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 at minimum to ensure competitive and fair pay.
What they're looking for
- 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
More about this role
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...
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