Director, Care Support

Spring Health is looking for a Director of Care Support to oversee the operations of our Member and Provider Support teams, managing both Tier 1 and Tier 2 support, including general inquiries, benefits, billing, provider support, and leave of absence requests. This role includes responsibility for phone, chat, and email support, ensuring seamless live support experiences across all channels. The ideal candidate will bring extensive experience managing large call center operations and have a track record of operational optimization, process improvement, and analytic rigor.

Key Responsibilities:

• Operational Leadership:
• Oversee Member and Provider Support teams, managing day-to-day operations for Tier 1 and Tier 2 support across phone, chat, and email channels.
• Lead a large, dynamic team of 50-100+ FTEs to ensure high-quality, efficient service delivery.
• Update and track KPIs, SLAs, and metrics for service quality, efficiency, and customer satisfaction, utilizing analytics to drive continuous improvement.
• Optimization & Process Improvement:
• Use data-driven insights to identify areas for operational optimization, reducing response times and increasing first-call resolution rates.
• Develop and implement process improvements to enhance the efficiency and effectiveness of support workflows.
• Leverage experience with Zendesk to optimize platform use, including customization, automation, and workflow enhancements.
• Team Development & Vendor Management:
• Manage and mentor a distributed support team, including a mix of in-house and vendor resources, ensuring alignment across both groups.
• Drive engagement and performance for fully remote teams, fostering a collaborative, results-driven culture.
• Partner with external vendors to ensure adherence to SLAs and quality standards.
• Cross-Functional Collaboration:
• Work closely with Operations Enablement, Product, Engineering, Customer Success, and other departments to address and resolve cross-functional issues.
• Act as a liaison between support teams and other areas of the business, ensuring alignment with broader company goals and strategic initiatives.
• Strategic Transformation & Change Management:
• Lead efforts to transform contact center operations, developing and executing on a strategy to scale and improve our support infrastructure.
• Utilize a structured approach to managing change, ensuring smooth transitions in processes, technology, and organizational structure.

What success looks like in this role: 

• Customer satisfaction
• Operational efficiency (e.g., first call resolution, handle times, etc)
• Team performance (e.b., utilization, attrition rates)
• Employee satisfaction
• Cost to operate 

Qualifications:

• Experience: Minimum of 8-10 years of experience in healthcare call center or customer support operations, with at least 5 years in a leadership role overseeing large teams (150+ FTEs).
• Analytical Skills: Strong data analysis skills with an attention to detail; ability to use metrics to drive decision-making and process improvements.
• Operational Expertise: Demonstrated experience transforming contact center operations and improving processes for efficiency and quality.
• Technical Proficiency: Proficient in Zendesk a plus or similar support platforms, with experience optimizing and customizing for high-volume environments.
• Cross-Functional Partnership: Proven ability to work across functions and build relationships with stakeholders at all levels.
• Preferred Experience: Experience managing distributed teams and hybrid in-house/vendor resources.
• Location: Greater NYC area preferred

The target base salary range for this position is $164,900 - $214,450, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• 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.