Strategy & Operations Lead, Care Delivery BPO
Spring Health
Summary
Spring Health is seeking a Strategy & Operations Lead, Care Delivery BPO Performance to lead operational execution across our external Care Delivery BPO partners. In this role, you will manage day-to-day operations in a shared-volume model, ensuring external care partners operate as a high-quality extension of our domestic care organization. You will work closely with domestic Care Delivery leaders, WFM, Quality, Enablement, IT, and People Ops to maintain operational parity and streamline partner workflows as we scale scope. This role will report directly to the Director, Care Delivery Platform Strategy & Operations. This is a hybrid role with an in office requirement of 2 days per week working from our NYC Office. Occasional travel to NYC HQ and global BPO sites required.
Job description
What you'll do
- BPO Operational Excellence: Lead daily operational execution, performance telemetry, quality frameworks, and SLA governance across external care partners.
- Work Migration & Scope Expansion: Own the operational readiness, workflow design, and transition strategy for expanding issue types and shifting care volume across partners.
- Cross-Functional Workflow Engineering: Partner with IT, People Ops, and BPO leadership to standardize internal workflows, including provisioning, roster changes, system access, and new hire onboarding pipelines.
- Domestic Alignment & Integration: Collaborate with domestic Care Delivery leads, WFM, Quality, and Enablement to ensure queue load-balancing, shared rituals, and process parity.
- Care Quality & Clinical Compliance: Serve as the primary advocate for domestic quality standards, ensuring external teams maintain 100% compliance with clinical policies and HIPAA guidelines.
- Enablement & Training Architecture: Partner with domestic SMEs, Trainers, and Instructional Designers to translate complex care knowledge into SOPs and global training modules.
- AI & Continuous Improvement: Utilize AI tools to draft operational SOPs, analyze partner performance data, synthesize feedback loops, and automate workflows.
What success looks like in this role
- SLA & Performance Mastery: Consistently achieve or exceed targeted SLA response/resolution times and core performance metrics across external partners.
- Quality Parity: Maintain care delivery satisfaction scores (CSAT/QA) aligned 1:1 with domestic benchmarks.
- Seamless Scalability & Onboarding: Successfully scale external capacity, onboarding pipelines, and new issue types in lockstep with volume forecasts.
What you'll bring
- 5+ years in Strategy & Operations, BPO Operations, Care Delivery, or High-Volume Operations leadership.
- 3+ years directly managing offshore or nearshore BPO partners in real-time queue environments.
- Work Transitioning Experience: Proven track record expanding partner scope, migrating support workflows/issue types, and scaling external delivery footprints.
- Internal Process Design: Experience partnering with enablers (IT, HR/People Ops, Security) to design operational SOPs, access provisioning, and onboarding pipelines.
- High Data & WFM Literacy: Proficient in BI tools (Looker, Tableau, Omni) and CRM reporting (Zendesk, Salesforce), with strong understanding of WFM principles (shrinkage, occupancy, intraday dynamics).
- Practical AI Utilization: Active experience applying AI tools in daily workflows to drive operational throughput.
Nice to have
Experience in healthcare, digital health, or HIPAA-compliant environments.
Requirements
- 5+ years in Strategy & Operations, BPO Operations, Care Delivery, or High-Volume Operations leadership
- 3+ years directly managing offshore or nearshore BPO partners in real-time queue environments
- Proven track record expanding partner scope, migrating support workflows/issue types, and scaling external delivery footprints
- Experience partnering with enablers (IT, HR/People Ops, Security) to design operational SOPs, access provisioning, and onboarding pipelines
- Proficient in BI tools (Looker, Tableau, Omni) and CRM reporting (Zendesk, Salesforce)
- Strong understanding of WFM principles (shrinkage, occupancy, intraday dynamics)
- Active experience applying AI tools in daily workflows to drive operational throughput
Benefits
- Health, Dental & Vision
- One Medical accounts
- HSA & FSA plans
- 401(k) match up to 2%
- Paid time off
- Parental leave
- Noom weight management
- Fertility care support
- Wellhub fitness subscription
- BrightHorizons child & elder care
- 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.