Senior Product Manager, Member Services

Our mission: to eliminate every barrier to mental health. 

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

What You’ll be Doing:

• Contribute to our mission to eliminate every barrier to mental healthcare for our members
• Lead and collaborate cross-functionally with member support teams (non-clinical)  to identify a strategic roadmap of investment
• Lead initiatives and projects tied to allowing our member-facing support teams to work in a more automated, scalable, and productive manner
• Act as a thought partner with other operational leaders (e.g., member care support) to help navigate complex challenges and inform the roadmap
• Work with the leadership team and wider Product org to set strategy within your team’s scope and act as the subject matter expert within that scope for the organization
• Define, own, and socialize a roadmap that balances user & business needs with technical decisions and constraints
• Gather data-driven insights about our users and the market landscape to propose solutions that have a meaningful impact on core metrics for the business
• Develop goals and associated KPIs to understand the impact of your team’s work and iterate on launches, in partnership with Data Science 
• Develop deep relationships with cross-functional partners (design, engineering, data science, operations, sales, marketing) to gain an understanding of the key problems to focus on, and ultimately scope, plan, execute, and launch valuable and high-quality experiences across both web and mobile platforms 
• Develop high-quality documentation & artifacts to ensure clarity for cross-functional partners and stakeholders
• Guide product development lifecycle at every stage, optimizing processes and rituals that help the team thrive 
• Organize and facilitate sprint ceremonies for your team including backlog grooming, planning, stand-ups, and retrospectives
• Manage and identify both internal and external project risks, issues, and dependencies, anticipate and remove impediments, and collaborate closely with internal developers & external partners
• Cultivate and sustain effective partnerships and foster a culture of continuous improvement to enhance effectiveness and adopt good practices.

What we expect from you:

• 5+ years of experience in product/program management preferably in healthcare solutions that are tied to improved operational/efficiency outcomes
• Proactive and creative problem-solver who takes initiative in implementing new approaches and processes
• Experience with building end-to-end member support flows that inform operational excellence and optimization. 
• Experience with call center operations and ticket management implementations and software such as Five9, TalkDesk, Zendesk, Jira, etc.
• Experience with CRM-based data management and systems to help better support customers while effectively managing and collecting data.
• Experience with data sharing via ETL/API to ensure seamless integration between systems and products.
• Experience building and managing solutions that lead to proven end-user outcomes
• Demonstrated ability to design operational and technical processes to meet required investment
• Experience balancing many cross-functional stakeholders and capacity to operate with a General Manager Mindset
• Ability to prioritize competing opportunities, balance stakeholder needs with business priorities, and drive trade-offs throughout the product lifecycle
• Self-starter with bias to action and orientation towards business outcomes
• Exceptional team player who will embrace ambiguity, take initiative to anticipate and solve problems, consistently follow through on commitments, and build positive and productive working relationships
• Exceptional communication, collaboration and interpersonal skills, including the ability to manage large projects cross-functionally
• Adept at delivering eff