Operations Senior Manager, Workforce Optimization

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.

The Manager (Workforce Optimization) owns resource allocation for the team, and ensures shift patterns, and assignments are efficient, and meet existing and forecasted demand. This role is a blend of tactical, day-to-day operations, analytics and reporting, and strategic planning, and reports to the Senior Vice President, Operations.

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

What you’ll be doing: 

• Identify and launch productivity improvements; manage reporting strategies and processes
• Produce and iterate on reporting and analysis for service level and productivity metrics
• Diagnose and remedy inefficiencies in staff schedules and shift patterns; leverage findings to promote broader strategic initiatives for the team
• Promote balance in supply/demand through effective workforce management practices
• Collaborate with Budget team for personnel needs forecasting 
• Work with clinical managers and leaders to understand best practice, and align clinical team needs with operational requirements
• Identify trends and deep dive into team data to improve team performance and to create accountability/visibility across the team
• Support the development of strategic plans, goals, and objectives that align with core areas of focus
• Understand how SLAs impact the business and work with key stakeholders to achieve best practices and process improvements as business goals shift
• Take ownership of workstreams and create standard operating procedures (SOPs) to support the delivery of care and elimination of barriers
• 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 we expect from you:

• Strong understanding of supply and demand, forecasting, and workforce planning
• Experience with healthcare or contact center staffing, 24/7 operations, and alternative work schedules
• Significant experience with workforce management tools and systems, preferably Assembled
• Highly analytical, able to identify trends and anomalies in demand and make recommendations about how to allocate supply
• Works autonomously within established procedures and practices
• Outstanding communication, and organizational skills
• High integrity, attention to detail, and an action-oriented attitude
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Interest in mental health care
• Bonus: Experience working with clinicians, patients, and sensitive health information

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 workplac