Strategic Ops Lead, Care Delivery BPO (Hybrid NYC)

Spring Health; New York (NY); Hybrid; USD 122,000 - 140,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Noom access

Fertility care support

Wellhub subscription

BrightHorizons child care

Professional development reimbursement

Donation matching

Job summary

Spring Health, a leader in digital mental health, is seeking a Strategy & Operations Lead for Care Delivery BPO. The role oversees external partners, aligning them with domestic care standards, while driving workflow design, staffing, and AI-assisted SOPs. The position requires collaboration across IT, People Ops, and vendor teams.

You will report to the Director, Care Delivery Platform Strategy & Operations. The role is hybrid with in-office work in NYC two days a week and some travel.

Qualifications

• 5+ years in Strategy & Operations, BPO Operations, Care Delivery, or high-volume operations leadership.
• 3+ years managing offshore/nearshore BPO partners in real-time queue environments.
• Experience expanding partner scope and scaling external delivery footprints.

Responsibilities

• Lead daily operational execution and SLA governance across external care partners.
• Own readiness and transition strategy for expanding issue types and shifting care volume.
• Standardize internal workflows with IT, People Ops, and BPO leadership.
• Collaborate with domestic Care Delivery leads to ensure queue load-balancing and process parity.
• Ensure external teams comply with HIPAA and clinical policies.

Skills

BPO Operations

Stakeholder management

BI tools

CRM reporting

WFM literacy

AI familiarity

Tools

Looker

Tableau

Omni

Zendesk

Salesforce

Job description

Spring Health, a leader in digital mental health, is seeking a Strategy & Operations Lead for Care Delivery BPO. The role oversees external partners, aligning them with domestic care standards, while driving workflow design, staffing, and AI-assisted SOPs. The position requires collaboration across IT, People Ops, and vendor teams.

You will report to the Director, Care Delivery Platform Strategy & Operations. The role is hybrid with in-office work in NYC two days a week and some travel.