Senior Analyst, Care Support Workforce Optimization

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Director of Operations Analytics & Workforce Optimization, the Analyst, Care Support Workforce Optimization will ensure the right people and capacity are in place within the Care Support department to meet member and provider needs efficiently. This role is part of the Operations Analytics & Workforce Optimization team—within the broader Operations Intelligence function—and plays a critical role in driving efficient service delivery and strategic workforce planning. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred.

What you’ll do:

• Own forecasting of inbound volume to Care Support, broken down by channel and request category.
• Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis.
• Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions.
• Serve as a strategic partner to Care Support leadership, providing guidance on resourcing decisions and capacity planning.
• Act as the primary liaison for Care Support workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success.

What success looks like:

• Volume forecast accuracy: High forecast accuracy for inbound Care Support volume
• Workforce management plan adherence: Strong alignment and adherence to workforce management plans across the Care Support team
• Care Support SLAs: Improved SLA performance metrics (e.g., time to first reply, time to resolution) attributed to your planning models
• Internal partner satisfaction: Care Support leadership views you as a trusted strategic partner, not just an analytics provider

What you’ll bring:

• Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field; Master’s degree preferred
• Minimum of 3–5 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech)
• Experience with workforce management or capacity planning is a plus
• Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex); experience with workforce management tools is preferred
• Demonstrated ability to partner with leadership to solve complex business challenges using data and structured analysis
• Excellent communication and storytelling skills; able to synthesize complex analysis into actionable insights and influence leadership decisions. 
• A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment.

The target base salary range for this position is $97,325 - $114,500, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determine