Strategic Ops Lead, Care Delivery BPO

Spring Health; New York (NY); Hybrid; USD 140.000 - 170.000; Vollzeit

Benefits dieser Stelle

Health benefits

401(k) match

Paid time off

Parental leave

AI tools access

Noom/Carrot wellness

Wellhub access

BrightHorizons

Professional development reimbursement

Zusammenfassung

Spring Health seeks a Strategy & Operations Lead, Care Delivery BPO Performance to drive day-to-day operations with external partners. You will work with IT, People Ops, and BPO leadership to design workflows and expand scope while maintaining HIPAA-compliant care delivery.

The role is hybrid with 2 days in the NYC office; occasional travel to NYC HQ and global BPO sites may be required. You will report to the Director, Care Delivery Platform Strategy & Operations.

Qualifikationen

• 5+ years in Strategy & Operations, BPO Operations, Care Delivery, or high-volume leadership.
• 3+ years directly managing offshore or nearshore BPO partners in real-time queue environments.
• Experience expanding partner scope, migrating workflows, and scaling external delivery footprints.
• Experience partnering with IT, HR/People Ops, Security to design SOPs, access provisioning, onboarding pipelines.
• High data & WFM literacy with BI tools (Looker, Tableau, Omni) and CRM reporting (Zendesk, Salesforce).
• Practical experience applying AI tools to daily workflows.

Aufgaben

• Lead daily operational execution, performance telemetry, quality frameworks, and SLA governance across external care partners.
• Own the operational readiness, workflow design, and transition strategy for expanding issue types and care volume across partners.
• Standardize internal workflows with IT, People Ops, and BPO leadership (provisioning, roster changes, system access, onboarding).
• Collaborate with domestic Care Delivery leads to ensure queue load-balancing and process parity.
• Advocate for domestic quality standards, ensuring HIPAA compliance across external teams.
• Translate care knowledge into SOPs and global training modules with SMEs and Trainers.
• Utilize AI tools to draft SOPs, analyze performance data, and automate workflows.

Kenntnisse

Strategy & Operations

BPO Operations

Care Delivery

High-Volume Operations

BPO Partner Management

BI Tools

Looker

Tableau

CRM Reporting

Zendesk

Salesforce

WFM

AI Tools

Tools

Zendesk

Salesforce

Looker

Tableau

Omni

Jobbeschreibung

Spring Health seeks a Strategy & Operations Lead, Care Delivery BPO Performance to drive day-to-day operations with external partners. You will work with IT, People Ops, and BPO leadership to design workflows and expand scope while maintaining HIPAA-compliant care delivery.

The role is hybrid with 2 days in the NYC office; occasional travel to NYC HQ and global BPO sites may be required. You will report to the Director, Care Delivery Platform Strategy & Operations.