Vendor & Workforce Operations Lead

Spring Health; New York (NY); Remote; USD 140,000 - 190,000; Full time

Job summary

Spring Health seeks a Vendor & Workforce Operations Lead to build and lead the program that manages revenue cycle vendors and BPO partners across multiple lines. You’ll oversee sourcing, onboarding, performance monitoring, and renewals, coordinating with Finance, Legal, and Security in a remote role with occasional travel.

In this role you will ensure SLAs, budgets, and outsourcing decisions align with company strategy, while driving AI-enabled improvements and standardized processes across

Responsibilities

• Build the vendor and BPO management program with SOPs and strategy.
• Act as main point of accountability for BPO partnerships and performance.
• Manage day-to-day work allocation between internal teams and BPO partners.
• Hold partners to SLAs and quality standards; monitor productivity.
• Own vendor budget, forecasting, and cost to serve reporting.
• Set sourcing strategy including RFPs and buy/build/outsource decisions.
• Collaborate on contracts including HIPAA compliance.
• Identify opportunities to consolidate vendor portfolio and drive AI automation.
• Lead escalations and special projects with third-party partners.

Skills

Vendor management

BPO management

SLA governance

Budget forecasting

Contract negotiations

Security & HIPAA

AI in operations

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 SVP, Revenue Infrastructure, the Vendor & Workforce Operations Lead will build and lead the program that manages Spring Health's revenue cycle and payer operations vendors and business process outsourcing (BPO) partners across multiple business lines. You'll set the strategy for how we source, oversee and scale third-party partners, and you'll own the day-to-day performance of our BPO relationships, including how work is allocated between internal teams and BPO partners. You'll work closely with leaders in revenue cycle, payer operations, finance, legal and security. This is a full-time, remote position, with travel of up to 10%, including partner site visits and team gatherings.

What you'll do:

• Build the vendor and BPO management program from the ground up, including its strategy, frameworks and SOPs for sourcing, onboarding, performance monitoring and renewals. Create one consistent approach across multiple revenue cycle operations.

• Act as the main point of accountability for our BPO and vendor partnerships. Own their performance, staffing levels, escalations, regular reporting, formal business reviews and the overall relationship.

• Manage the day-to-day allocation of work between internal teams and BPO partners. Work with delivery leaders to shift volume as backlogs, priorities and service levels change, including during seasonal spikes, and share what you learn to inform longer-term labor planning.

• Hold partners to KPIs, service level agreements (SLAs), quality standards and contract terms. Monitor productivity and utilization so efficiency doesn't come at the expense of a high-quality experience for providers, members and clients.

• Own vendor and BPO budget and spend: forecasting, re-forecasting, and reporting on savings, ROI and cost to serve.

• Set our sourcing strategy and run evaluations end to end. That covers RFPs, recommendations on whether to build, buy or outsource, and decisions to renew or discontinue based on performance and financial data.

• Partner with Finance, Legal, InfoSec and Compliance on contracts and renewals. Make sure every partner meets our security, privacy (including HIPAA) and compliance standards.

• Find opportunities to consolidate and standardize across the vendor portfolio, and set the long-term direction for each relationship.

• Use AI to automate vendor management work, such as performance reporting, data reconciliation, and SOP creation. Work with BPO partners to build AI and automation into outsourced workflows. Track efficiency gains like throughput, handle time and cost per transaction, not just adoption.

• Lead high-priority escalations and special projects involving third-party partners.

What success looks like in this role:

• BPO partners consistently meet contracted SLAs and quality standards across