Associate Director, Operations 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, J.P. Morgan Chase, 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, William K Warren Foundation, 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.

The Associate Director, Workforce Optimization owns strategic oversight of resource allocation, ensuring workforce planning aligns with business growth and member needs. This role is a blend of high-level strategic planning, cross-functional collaboration, and data-driven insights, reporting to the Vice President, Care Operations.

The general schedule is Monday - Friday 8am-5pm EST, flexibility required for occasional shift adjustments. 

What you’ll be doing: 

• Identify and implement workforce planning strategies that align with Spring Health’s growth goals and member experience priorities, positioning Workforce Optimization as a strategic asset within the organization.
• Oversee productivity improvement initiatives that support team KPIs and impact business outcomes. Establish and refine frameworks for monitoring and analyzing service level and productivity metrics, ensuring alignment with broader operational objectives.
• Collaborate closely with budget, clinical, and PeopleOps teams to ensure that workforce strategies meet operational and clinical demands. Serve as a strategic partner across departments to drive alignment and optimize resource allocation based on evolving business needs.
• Lead advanced reporting and analysis initiatives, utilizing data insights to influence workforce decisions that drive operational scalability and efficiency. Develop and implement KPIs and performance metrics that support executive decision-making and strategic planning.
• Take ownership of developing and implementing Standard Operating Procedures across workforce management processes to drive consistency, scalability, and efficiency within the team.
• Act as a change leader, overseeing high-impact projects and initiatives that enhance workforce effectiveness and the member experience. Ensure these initiatives align with strategic priorities and contribute to the broader business mission.
• Understand how SLAs impact the business and work with key stakeholders to achieve best practices and process improvements as business goals shift
• Ensure that SOPs are followed to achieve business objectives
• Analyze and troubleshoot issues submitted by the team; ensure appropriate triage measures are taken
• Participate in special projects as directed 
• Interview and onboard prospective team members as needed
• Routinely audit and improve workforce management processes
• Working closely with operations, PeopleOps, and IT to ensure alignment

What success looks like in this role:

• Driving impact on CS and CN cost per appointment
• Driving impact on CS and CN cost per interaction
• Positively influencing CS and CN employee engagement survey scores

What we expect from you:

• Strong understanding of strategic workforce planning, resource allocation, and forecasting in complex, high-growth environments. Proven ability to balance supply and demand ne