Strategy & Operations Lead, Care Delivery Program
Spring Health
Summary
Reporting to the Director, Care Delivery Programs Strategy & Operations, the Strategy & Operations Lead, Care Delivery Programs is an individual contributor and internal expert who shapes and delivers a portfolio of strategic initiatives spanning service lines and functions across Care Delivery Programs. You will work across service-line owners and leaders, clinical partners, Product, Finance, Analytics, Quality, and commercial teams to address significant, often ambiguous challenges with impact across the function. Using independent judgment, you will synthesize operational, clinical, customer, and financial evidence into strategy, business cases, and operating models, then mobilize partners to deliver sustained outcomes. Your portfolio may include service-line strategy, cross-service operating models, performance and quality systems, or technology, automation, and AI-enabled improvement. Success means building sustainable care delivery and customer value while protecting member safety, quality, access, and outcomes. This is a full time position on our team that may require occasional travel for team or company events/meetings.
Job description
What you’ll do
- Set strategic direction for a portfolio of care delivery services, connecting long-term service needs with business priorities and member and customer outcomes.
- Assess opportunities and trade-offs across services, and recommend where to invest time and resources to improve quality, value, and sustainable economics.
- Develop business cases for significant service and operating model changes, including their impact on cost, capacity, revenue, and outcomes.
- Lead complex, cross-functional initiatives that change how services operate, bringing partners together from early planning through implementation and evaluation.
- Establish shared ways of planning, measuring performance, and coordinating work across services so teams can identify issues and deliver improvements consistently.
- Identify AI and automation opportunities across services and lead efforts to redesign workflows, implement solutions, and support adoption across teams.
- Measure and communicate the impact of those changes, including efficiency, quality, and service outcomes.
- Share effective practices and help colleagues build their ability to use AI responsibly.
- Partner with Finance and commercial teams on service economics, pricing, and customer commitments.
What success looks like in this role
- A prioritized, cross-service portfolio is aligned to Care Delivery Programs strategy, with clear problem statements, accountable owners, decision paths, and roadmaps
- Initiatives deliver measurable, sustained impact validated with Finance and Analytics, while protecting member safety, clinical quality, access, customer value, and experience
- Shared scorecards and operating mechanisms give leaders a reliable view of performance, dependencies, risks, and decisions across service lines, enabling earlier action and more predictable execution
- Senior partners are aligned on recommendations and tradeoffs, and complex initiatives move from ambiguous problems to adopted solutions that improve outcomes across functions
What you’ll bring
- 5+ years of experience in strategy and operations, business operations, consulting, program leadership, or a related field, or equivalent experience leading complex work into sustained operations
- A track record of owning high-impact initiatives across multiple functions, workstreams, or service lines and delivering results through adoption and sustained execution
- Strong strategic and analytical judgment, including the ability to frame ambiguous problems, evaluate multiple options, and translate evidence into clear recommendations
- Experience building business cases and working with Finance or Analytics to quantify costs, benefits, assumptions, and realized impact
- Systems thinking and experience creating scalable operating models, governance, metrics, or processes that improve how teams deliver and manage work
- Ability to influence senior stakeholders, synthesize diverse perspectives, and communicate complex recommendations and tradeoffs clearly
- Strong program leadership, including prioritization, risk management, change adoption, and follow-through in ambiguous environments
- Experience balancing financial and operational goals with member outcomes, clinical quality, safety, access, and customer value
- Experience evaluating or delivering technology, automation, or AI-enabled workflow improvements, including measuring adoption and impact
- Experience in healthcare, mental health, leaves of absence, employee benefits, or another complex service environment is preferred
- Demonstrated experience leading AI-enabled or automated workflow improvements across multiple teams or functions
- Certified Leave Management Specialist (CLMS) certification preferred, or willingness to obtain it
Requirements
- 5+ years of experience in strategy and operations, business operations, consulting, program leadership, or a related field, or equivalent experience leading complex work into sustained operations
- A track record of owning high-impact initiatives across multiple functions, workstreams, or service lines and delivering results through adoption and sustained execution
- Strong strategic and analytical judgment, including the ability to frame ambiguous problems, evaluate multiple options, and translate evidence into clear recommendations
- Experience building business cases and working with Finance or Analytics to quantify costs, benefits, assumptions, and realized impact
- Systems thinking and experience creating scalable operating models, governance, metrics, or processes that improve how teams deliver and manage work
- Ability to influence senior stakeholders, synthesize diverse perspectives, and communicate complex recommendations and tradeoffs clearly
- Strong program leadership, including prioritization, risk management, change adoption, and follow-through in ambiguous environments
- Experience balancing financial and operational goals with member outcomes, clinical quality, safety, access, and customer value
- Experience evaluating or delivering technology, automation, or AI-enabled workflow improvements, including measuring adoption and impact
- Experience in healthcare, mental health, leaves of absence, employee benefits, or another complex service environment is preferred
- Demonstrated experience leading AI-enabled or automated workflow improvements across multiple teams or functions
- Certified Leave Management Specialist (CLMS) certification preferred, or willingness to obtain it
Benefits
- Health, Dental & Vision
- One Medical accounts
- HSA and FSA plans
- 401(k) match up to 2%
- No-cost therapist visits
- Paid time off
- Parental leave
- Noom weight management
- Fertility care support
- Wellhub subscription
- BrightHorizons child 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.