Director, Care Operations

Reporting to the VP, Care Operations, the Director, Care Operations will lead the success of our Care Operations organization by driving execution of operational initiatives, overseeing compliance, managing our BPO partnerships, and ensuring organizational success of Care Operations. This hybrid role, based in NYC, is part of the Care Operations team and plays a critical role in ensuring excellence in stakeholder engagement at scale.

What you’ll do: 

• Ensure execution of the Care Operations roadmap, partnering closely with Product to ensure operational goals are aligned and executed effectively
• Accelerate and own our deployment of AI tools throughout the member support journey
• Further innovate to identify opportunities to iterate and improve on operational processes
• Identify, select, and onboard accretive partnerships to drive in-year operational efficiencies
• Ensure organizational effectiveness, setting operating cadences, advancing strategic initiatives, and fostering employee engagement
• Lead, mentor, and develop a high-performing strategic team

What success looks like: 

• Successful deployment and engagement with AI tools in process and deflection
• Execution of the Care Operations strategic roadmap on-time and with measurable impact
• Improvement in cost to serve and cost per interaction for Care Operations
• Improved employee engagement scores and team effectiveness

What you’ll bring: 

Required:

• 5+ years of experience in healthcare operations, start-ups, consulting, or services
• 3+ years of experience leading teams in a high-growth or complex environment

Preferred:

• Experience in deploying agentic AI tools in the support journey
• Experience with leading support tools like Zendesk and related process optimization
• Background in product management or collaborating with Product teams
• Background in consulting or product management a plus
• Exposure to strategic planning or scaling operational programs

The target base salary range for this position is $164,900 - $214,450 and is part of a competitive total rewards package including stock options 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. 

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 to Wellhub,  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.