Spring Health

Associate Director, Care Support

Spring Health

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $140,000 - $177,100 per year

Job Level

Senior

About the role

  • Own domestic SLAs while fostering an environment where accountability is paired with support and mentorship.
  • Lead the shift toward a high-performance culture by focusing on clarity, purpose, and the "why" behind our metrics.
  • Reallocate capacity toward high-complexity issues, ensuring team members feel challenged but not overwhelmed.
  • Partner closely with BPO Operations to ensure knowledge transfer is a collaborative, relationship-driven process.
  • Ensure workflows are built for "portability," keeping the human experience at the center of every AI or offshore automation strategy.
  • Serve as a primary partner to Product, acting as the voice of the frontline to ensure their friction is heard and addressed.
  • Champion U.S.-led innovations, ensuring our "architects" see the tangible impact of their creativity across our global footprint.
  • Design engagement strategies that celebrate wins and foster a profound sense of purpose.
  • Coach and elevate managers, helping them transition from tactical oversight to inspirational leadership.
  • Partner with HR to build frameworks and governance.

Requirements

  • 7+ years of experience in operations or service delivery leadership, specifically within fast-paced environments.
  • 2+ years of experience managing managers, with a proven ability to build resilient, high-trust teams.
  • A track record of leading through change with transparency and heart.
  • The ability to balance data-driven "architect" thinking with an intuitive understanding of people dynamics.
  • A steady, compassionate leader who prioritizes the team’s ability to thrive during transitions.
  • Highly accountable, yet possesses the emotional intelligence to coach through setbacks.
  • A clear communicator who can distill ambiguity into calm, actionable steps for their team.
Benefits
  • Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
  • Employer sponsored 401(k) match of up to 2% for retirement planning
  • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
  • We offer competitive paid time off policies including vacation, sick leave and company holidays.
  • At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
  • Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
  • Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
  • Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
  • Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
  • Up to $1,000 Professional Development Reimbursement a year.
  • $200 per year donation matching to support your favorite causes.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations leadershipservice deliverydata-driven decision makingchange managementteam managementperformance metricsworkflow designcapacity allocationAI automation strategyengagement strategy design
Soft Skills
accountabilitymentorshiptransparencyemotional intelligencecommunicationleadershipteam buildingrelationship managementcoachingproblem-solving