Manager, Provider Enablement and Performance

Spring Health; New York (NY); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, Dental, Vision benefits

401(k) match

No-cost therapy visits

Paid time off

Parental leave

Wellness programs (Noom)

Fertility care reimbursement

Wellhub access

BrightHorizons child care support

Professional Development Reimbursement

Donation matching

Job summary

Spring Health is hiring a Manager, Provider Enablement and Performance Excellence to own provider communication, training resources, and self-service ecosystem. This fully remote role drives change management, content optimization, and cross-functional enablement initiatives across the provider network.

You will partner with Product, Operations, and Success teams to deliver scalable programs, SOPs, and performance tracking while leveraging AI tools to improve efficiency and content quality.

Qualifications

• 4+ years in provider enablement, customer success, clinical training, or operational change management.
• Ability to organize and deliver complex, cross-functional programs with attention to detail.
• Exceptional writing and content development skills translating complex updates into structured resources.
• Hands-on experience managing self-service knowledge bases (Zendesk/Confluence) to optimize support.
• Strong analytical skills using data platforms (Excel/Looker/Omni) for metrics-driven decisions.
• Proactivity in project management in fast-paced environments, leveraging AI tools to streamline workflows.

Responsibilities

• Drive change management and communications across the provider network, including newsletters and policy updates.
• Optimize self-service content lifecycle and ensure documentation aligns with platform functionality.
• Lead program management with Product, Operations, and Success teams from strategy through completion.
• Track operational performance with SOPs and data-driven insights for scalability.
• Leverage modern tooling, including generative AI, to improve efficiency and content development.

Skills

Provider enablement

Technical writing

Self-service knowledge bases

Data analysis

Program/project management

AI tooling

Tools

Zendesk Guide

Confluence

Looker

Excel

Omni

Job description

Our mission: eliminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.
As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Reporting to the Associate Director of Provider Enablement and Performance Excellence, the Manager, Provider Enablement and Performance will own the execution of our provider communication strategy, training resources, and self-service ecosystem. This fully remote role is part of the Provider Enablement and Performance Excellence team and plays a critical role in ensuring our provider network is equipped and informed to deliver high-quality services through robust change management and structured performance and enablement programs.

What you’ll do:

• Drive Change Management & Communications: Propose and execute comprehensive rollout plans and manage the regular delivery of newsletters and policy updates across the provider network to minimize operational disruption.

• Optimize Self-Service Content: Oversee the self-service content lifecycle and manage help center tools (such as Zendesk Guide) to ensure accurate, up-to-date documentation aligns with platform functionality.

• Lead Program Management: Partner with Product, Operations, and Success teams early in the development lifecycle to bring a "provider experience" lens, leading complex enablement initiatives from strategy through completion.

• Track Operational Performance: Establish clear standard operating procedures (SOPs) and utilize data to identify performance trends, map intake criteria, and design scalable tracking systems.

• Leverage Modern Tooling: Integrate automation tools, including generative AI applications and self-service databases, to improve operational efficiency and content development speed.

What success looks like in this role:

• Launch Velocity & Readiness: High-quality, on-time execution of provider initiative rollouts and communication plans.

• Self-Service Deflection: Measurable increases in self-service support center usage and a corresponding reduction in direct support ticket volume.

• Asset Engagement & Satisfaction: Strong provider satisfaction scores on training modules, support articles, and provider communications.

• Network Adoption Rates: Sustained improvement in provider adoption rates for new tools, product features, performance and compliance expectations, and operational processes.

What you’ll bring:

• 4+ years of professional experience in provider enablement, customer success, clinical training, or operational change management roles.

• Proven ability to organize, manage, and deliver complex, cross-functional programs with strong attention to detail.

• Exceptional writing and content development skills, with a track record of translating complex technical architectures or policy updates into simple, structured resources.

• Hands-on experience managing self-service knowledge bases (such as Zendesk or Confluence) and utilizing them to optimize support delivery.

• Strong analytical skills with experience using data platforms (such as Excel, Looker, or Omni) to track metrics and drive decision-making.

• Proactive approach to project management, comfortable working in a fast-paced environment, and experienced with leveraging modern tools (including generative AI) to streamline workflows

Nice to Have:

• Experience operating within the digital health, mental health, or employee benefits sectors.

• Experience supporting large-scale, distributed B2B2C network environments.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.

• Employer sponsored 401(k) match of up to 2% for retirement planning

• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• We offer competitive paid time off policies including vacation, sick leave and company holidays.

• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to Noom, a weight management program - based in psychology, that’s tailored to your unique needs and goals.

• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care

• Up to $1,000 Professional Development Reimbursement a year.

• $200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive.

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

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.