Senior Manager, Clinical (Dedicated Workplace Teams)

Spring Health; New York (NY); À distance; USD 121 000 - 140 000; Plein temps

Résumé du poste

Spring Health is seeking a Senior Manager to lead the Care Delivery Dedicated Workplace teams, guiding managers and frontline staff with a focus on operational health, quality, and performance in a remote setting.

You will shape staffing plans, drive KPI performance, manage budgets, and sponsor AI-enabled improvements across disciplines, partnering with Operations, Product, Engineering, and Customer Success to deliver exceptional member care.

Qualifications

• Leadership experience leading managers and large teams.
• Proven ability to translate strategy into operational processes and KPIs.
• Experience managing budgets and workforce planning in high-volume environments.
• Strong change leadership and stakeholder management.
• Hands-on experience with EHR, case-management or contact-center platforms and BI tools.

Responsabilités

• Lead, mentor, and develop a team of managers and team leads, including hiring, onboarding, and growth support.
• Oversee structured performance management across teams and calibrate coaching standards.
• Translate plans into processes, own KPIs, and manage budget and workforce plans.
• Maintain staffing alignment with forecasts and monitor attrition with Workforce Management.
• Own SOP creation and ensure policy compliance and operating model improvements.
• Identify training needs and drive adoption of new programs and tools.
• Build relationships with internal and external partners and resolve escalated issues.
• Provide end-to-end change leadership and create communication plans for leaders and teams.
• Lead responsible adoption of AI tools and measure impact on efficiency and member experience.

Connaissances

Leadership experience

Team management

Change leadership

Communication

AI in workflows

EHR systems experience

Outils

Zendesk

Salesforce

Looker

Tableau

AI tools

Description du poste

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.

The Senior Manager leads managers and team leads within the Care Delivery Dedicated Workplace team, with frontline staff reporting as skip-levels across one or more service lines. They are accountable for the operational health, quality, and performance of their area. This is a full‑time, remote position in Care Delivery, reporting to Director, Dedicated Workplace. Occasional travel may be required for company or team events.

What You’ll Do

• Lead, mentor, and develop a team of managers and team leads, with frontline team members as skip-level reports, including interviewing, hiring, onboarding, and supporting each leader's professional growth.
• Lead structured performance management across your teams (goal setting, ongoing feedback, recognition and development of top talent, and timely action on performance gaps), and audit your managers' coaching to keep standards calibrated across teams.
• Translate functional plans into operational processes, own performance against KPIs across your teams, and carry out budget and workforce plans for your area.
• Keep staffing aligned with volume forecasts and monitor attrition trends, in partnership with Workforce Management.
• Own SOP creation, review, and approval within your team, serve as the subject matter expert for your area, ensure adherence to Spring Health policies and compliance standards, and drive changes to policies, productivity benchmarks, and operating models.
• Identify training needs and process improvement opportunities in partnership with Enablement, and prepare your teams to adopt new programs, tools, policies, and workflows.
• Build strong relationships with internal partners, including Operations, Product, Engineering, IT, Workforce Management, Provider Success, Customer Success, Implementation, and Business Intelligence, and with external customers partners, and lead the resolution of sensitive and highly escalated situations.
• Provide end-to-end change leadership through rapidly evolving and pivoting work, creating communication plans for your leaders and teams, and building a connected culture of ownership, accountability, and best-practice sharing.
• Lead the responsible adoption of approved AI tools across your teams, building your managers' confidence and capability while evaluating the impact on efficiency, service quality, and the member experience.

What Success Looks Like In This Role

• Teams under your leadership consistently meet key performance indicators
• Your direct reports skillfully manage performance and consistently address gaps within policy standards
• Member and provider satisfaction
• Engagement and retention across your teams
• Managers' performance is audited and standards are calibrated consistently.
• Assigned projects, change initiatives, and operational deliverables are completed on time and to defined standards.
• Recurring trends and issues are surfaced and escalations to partner teams are resolved within agreed timelines.
• Efficiency gains from AI use are measured and reported across your teams.

How You'll Use AI In This Role

• Complete required AI training, make sure every leader and team member in your area does too, and coach your managers to build AI into their teams' workflows, including in 1:1s.
• Use AI in your own work (e.g., drafting SOPs, analyzing performance trends across teams, preparing leadership reporting), and move from identifying to implementing your area's top AI use cases: documentation support, member communication workflows, escalation routing, and reporting.
• Drive systemic improvement using AI across your team and peer teams.
• Use AI to increase throughput and reduce handle time across your teams so they can support meaningfully more members and providers, and track and report the efficiency gains.
• Build AI fluency into hiring and team development expectations, and be able to explain how AI has changed your area's operating model and which manual steps it has replaced or reduced.

What You'll Bring

• Active independent license (e.g., LP, LCSW, LMHC, LPC, LMFT)
• 6–10 years of total professional experience in customer support, behavioral health, care delivery, or operations.
• 5+ years of leadership experience, including managing managers and leading teams of 40+ through layers.
• Track record of building high‑performing teams and developing both leaders and frontline team members.
• Experience translating strategic plans into operational processes and driving KPIs and service levels in high‑volume environments.
• Experience overseeing supervision, triage, escalation, crisis management, and safety planning across teams.
• Experience developing and managing programs, including overseeing teams responsible for program delivery and continuous improvement.
• Exceptional communication and change leadership skills, with the ability to convey information concisely, adapt to different audiences, and engage a team.
• Hands‑on experience with EHR systems, case‑management or contact‑center platforms (e.g., Zendesk, Salesforce), BI tools (e.g., Looker, Tableau), and AI tools, including applying AI to workflows, critically evaluating outputs, and protecting confidentiality.

Nice To Have

• Experience in a startup, digital health, or other high‑growth environment.
• Working knowledge of workforce management concepts, including Erlang C, shrinkage, and occupancy.
• EAP experience, including CEAP

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.

Compensation Range: $121K - $140K