Senior Manager, Provider Success

We are looking for a Sr. Manager of Provider Success to join the Provider Operations team. Provider Success empowers providers through targeted education, strategic performance intervention, and best-in-class practice support. The Sr. Manager of Provider Success will be responsible for the leadership of the Provider Support team, which exists to ensure all contract therapists, prescribers, and coaches are equipped to deliver high quality care using Spring Health’s in-house EHR, Compass. This person will deeply understand Spring Health’s provider experience and obsesses over driving provider satisfaction via multi-channel (phone, email, chat, etc) support and the build of high-quality and efficient self-service tooling.

What you’ll be doing:

• Lead and manage the Provider Support team, including support agents and a new function focused on product release enablement, self-service tool management, and help center content.
• Continuously refine support processes to improve provider experience, increase efficiency, and scale operations.
• Own provider self service strategy by identifying and implementing opportunities to reduce the need for agent support through proactive problem detection, AI tools, and comprehensive training.
• Oversee the evolution of Zendesk architecture, automations, and reporting to create scalable support systems that provide valuable insights to provider support trends and sentiment.
• Develop and maintain an effective staffing plan using data-driven forecasting methods to meet support demands.
• Collaborate closely with Product teams to contribute insights and shape enhancements for the in-house Electronic Health Record (EHR), Compass. Ensure seamless integration of improvements to meet evolving provider needs.
• Collaborate with cross-functional teams, including Operations, Product, and Medical Affairs, to ensure alignment of provider-related processes with organizational goals and compliance standards.

What success looks like in this role:

• Manage the team to meet daily, weekly and monthly productivity targets while demonstrating measurable enhancements in support metrics.
• Ensure team members adhering to quality assurance expectations
• Maintaining a comprehensive understanding of Spring Health platforms and operational processes, especially as these systems evolve
• Positive feedback from internal and external stakeholders.

What we expect from you:

• 5+ years of relevant experience, ideally in a high-growth start-up environment or management consulting, including as a people manager
• Strong people leader who has extensive experience managing teams
• Data-driven, analytical, and operational in nature
• Excellent written, verbal, and listening communication skills
• Ability to manage and influence cross-functional teams
• Creative, collaborative, sharp, humble, and goal-oriented

The target base salary range for this position is $110,000-$142,500 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 at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health: Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field  
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, &  humility from leadership 
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge. 

You And Your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done.
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes

Our privacy policy: https://springhealth.com/privacy-policy/

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.