Strategy & Ops Lead, Care Delivery BPO (Hybrid)

Alma; New York (NY); Híbrido; USD 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and dental benefits

One Medical network access

401(k) match

Paid time off

Parental leave

Professional development reimbursement

Donation matching

Descripción de la vacante

Spring Health, a global mental health leader, is seeking a Strategy & Operations Lead for Care Delivery BPO Performance in New York. You will manage daily external partner operations, align with domestic leaders, and drive workflow automation and quality standards.

The role requires 5+ years in strategy/ops or BPO leadership, with 3+ years managing offshore/nearshore partners and a strong background in SOP design and AI-enabled improvements. Hybrid NYC office presence expected.

Formación

• 5+ years in Strategy & Operations, BPO Ops, or care-delivery leadership.
• 3+ years managing offshore or nearshore BPO partners in real-time queue environments.
• Experience designing operational SOPs with IT, HR/People Ops, Security to enable operations.

Responsabilidades

• 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 shifting care volume across partners.
• Standardize internal workflows with IT, People Ops, and BPO leadership, including provisioning, roster changes, system access, and onboarding pipelines.
• Collaborate with domestic Care Delivery leads, WFM, Quality, and Enablement to ensure queue load-balancing and process parity.
• Serve as primary advocate for domestic quality standards, ensuring external teams comply with HIPAA policies.
• Translate complex care knowledge into SOPs and global training modules with SMEs and Training teams.
• Utilize AI tools to draft SOPs, analyze partner performance data, and automate workflows.

Conocimientos

BI tools

CRM reporting

WFM knowledge

AI utilization

Strategy & Operations leadership

Herramientas

Looker

Tableau

Omni

Zendesk

Salesforce

Descripción del empleo

Spring Health, a global mental health leader, is seeking a Strategy & Operations Lead for Care Delivery BPO Performance in New York. You will manage daily external partner operations, align with domestic leaders, and drive workflow automation and quality standards.

The role requires 5+ years in strategy/ops or BPO leadership, with 3+ years managing offshore/nearshore partners and a strong background in SOP design and AI-enabled improvements. Hybrid NYC office presence expected.