Manager, Provider Enablement and Performance
Spring Health
Summary
Reporting to the Associate Director of Provider Enablement and Performance Excellence, the Manager, Provider Enablement and Performance will own the execution of our provider communication strategy, training resources, and self-service ecosystem. This fully remote role is part of the Provider Enablement and Performance Excellence team and plays a critical role in ensuring our provider network is equipped and informed to deliver high-quality services through robust change management and structured performance and enablement programs.
Job description
What you'll do
- Drive Change Management & Communications: Propose and execute comprehensive rollout plans and manage the regular delivery of newsletters and policy updates across the provider network to minimize operational disruption.
- Optimize Self-Service Content: Oversee the self-service content lifecycle and manage help center tools (such as Zendesk Guide) to ensure accurate, up-to-date documentation aligns with platform functionality.
- Lead Program Management: Partner with Product, Operations, and Success teams early in the development lifecycle to bring a "provider experience" lens, leading complex enablement initiatives from strategy through completion.
- Track Operational Performance: Establish clear standard operating procedures (SOPs) and utilize data to identify performance trends, map intake criteria, and design scalable tracking systems.
- Leverage Modern Tooling: Integrate automation tools, including generative AI applications and self-service databases, to improve operational efficiency and content development speed.
What success looks like in this role
- Launch Velocity & Readiness: High-quality, on-time execution of provider initiative rollouts and communication plans.
- Self-Service Deflection: Measurable increases in self-service support center usage and a corresponding reduction in direct support ticket volume.
- Asset Engagement & Satisfaction: Strong provider satisfaction scores on training modules, support articles, and provider communications.
- Network Adoption Rates: Sustained improvement in provider adoption rates for new tools, product features, performance and compliance expectations, and operational processes.
What you'll bring
- 4+ years of professional experience in provider enablement, customer success, clinical training, or operational change management roles.
- Proven ability to organize, manage, and deliver complex, cross-functional programs with strong attention to detail.
- Exceptional writing and content development skills, with a track record of translating complex technical architectures or policy updates into simple, structured resources.
- Hands-on experience managing self-service knowledge bases (such as Zendesk or Confluence) and utilizing them to optimize support delivery.
- Strong analytical skills with experience using data platforms (such as Excel, Looker, or Omni) to track metrics and drive decision-making.
- Proactive approach to project management, comfortable working in a fast-paced environment, and experienced with leveraging modern tools (including generative AI) to streamline workflows.
Nice to Have
- Experience operating within the digital health, mental health, or employee benefits sectors.
- Experience supporting large-scale, distributed B2B2C network environments.
Requirements
- 4+ years of professional experience in provider enablement, customer success, clinical training, or operational change management roles.
- Proven ability to organize, manage, and deliver complex, cross-functional programs with strong attention to detail.
- Exceptional writing and content development skills, with a track record of translating complex technical architectures or policy updates into simple, structured resources.
- Hands-on experience managing self-service knowledge bases (such as Zendesk or Confluence) and utilizing them to optimize support delivery.
- Strong analytical skills with experience using data platforms (such as Excel, Looker, or Omni) to track metrics and drive decision-making.
- Proactive approach to project management, comfortable working in a fast-paced environment, and experienced with leveraging modern tools (including generative AI) to streamline workflows.
Benefits
- Health, Dental & Vision
- One Medical accounts
- HSA and FSA plans
- 401(k) match up to 2%
- Paid time off
- Parental leave
- Noom access
- Fertility care support
- Wellhub access
- BrightHorizons access
- Professional development reimbursement
- Donation matching
Company overview
Spring Health is a leading digital mental health platform that provides comprehensive mental healthcare solutions to employers and their employees. The company offers personalized mental healthcare through a technology-driven platform that connects individuals with appropriate care providers and treatment options. Spring Health's innovative approach combines data analytics, clinical expertise, and digital tools to deliver effective mental health support. The platform typically includes access to therapists, psychiatrists, coaches, and digital self-help resources, all tailored to individual needs through proprietary assessment tools. As a mental healthcare provider, Spring Health focuses on improving access to quality mental health services while reducing stigma and barriers to care. The company serves organizations looking to enhance employee wellbeing and productivity through comprehensive mental health benefits. Their solutions are designed to address various mental health conditions including anxiety, depression, stress, and other psychological concerns through evidence-based interventions and personalized care pathways.