Lead Product Manager, AI Servicing

Reporting to the Senior Director of Product, Care Foundations, you will take on a high-impact role in building and delivering experiences for our members needing services that support their therapy experience. A key component of this is building tools that allow the human agents that support and guide our members to work at the top of their training and/or licensure.  

Please note that this is a hybrid role based in San Francisco, with an expectation to be in office 2-3 days a week. Our San Francisco office is located at 2 Embarcadero Ctr.

What you’ll do:

• Leverage automation and AI-assisted workflows to streamline service delivery, communication, and task management, improving overall efficiency and experience
• Gather, synthesize, and apply user feedback to deliver experiences and tools that move metrics meaningfully 
• Drive additional  innovation by deeply understanding usage and experience of what you have built - to further meet the users’ functional and emotional needs
• Partner with analytics and data science to measure and analyze the impact of your initiatives, using insights to continuously refine and improve effectiveness.
• Work closely with the broader Product organization to set strategy within your team’s scope, serving as the subject matter expert and helping guide organizational decisions.
• “Roll up your sleeves” and drive results as an independent, self-driven product manager with stage-appropriate product management rigor and attention to detail.
• Stay informed on industry trends, competitor products, and emerging technologies, proactively sharing insights to shape and evolve product strategy.

What success looks like in this role:

• Meaningfully impacting Spring’s COGS and Gross Margin by driving containment within high-quality, agentic experiences
• Maintain high customer satisfaction with servicing experiences (as measured by CSAT)
• Meaningfully impact the time it takes for human agents to resolve member and provider issues
• Strong relationships with operations stakeholders such that the incumbent can work under minimal supervision to strategize, make decisions, and  achieve their goals

What we expect from you:

We’re looking for an experienced product manager with demonstrated talent for creativity and execution. Experience working with regulated industries, in AI/ML, and having worked in a high-growth startup environment is a big plus. 

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field
• 7+ years of product management experience with a solid track record of delivering successful products focused on efficiency and streamlining complex processes
• Ability to quickly build empathy for target users and teams—you can understand their daily realities, learn their language, and translate their needs into intuitive, efficient product experiences.
• Superior ability to seek and use data to inform decision making and hypothesis formation
• Comfort with a high-growth, dynamic environment, and an ability to balance agility with consistency as business priorities, user needs, and our competitive environment evolves
• An ability to navigate ambiguity, with a bias towards rapid execution over process 
• A self starter who demonstrates strong judgement and negotiation skills when given autonomy
• Aptitude and desire to build effective internal and external relationships with varied and demanding stakeholders
• Strong technical knowledge and foundation in AI/ML and SaaS capabilities 
• Experience integrating homegrown platforms with third party tools

The target base salary range for this position is $200,000 - $243,000, 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 Databaseat minimum to ensure competitive and fair pay. 

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 Medicalaccounts 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.