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About the Role

The Senior Manager leads managers and team leads within the Care Delivery Dedicated Workplace team, with frontline staff reporting as skip-levels across one or more service lines. They are accountable for the operational health, quality, and performance of their area. This is a full-time, remote position in Care Delivery, reporting to Director, Clinical Operation, Dedicated Workplace. Occasional travel may be required for company or team events.

Responsibilities

Lead, mentor, and develop a team of managers and team leads, including interviewing, hiring, onboarding, and supporting professional growth.
Lead structured performance management across teams, including goal setting, ongoing feedback, recognition, development of top talent, and action on performance gaps.
Audit managers' coaching to maintain calibrated standards across teams.
Translate functional plans into operational processes and own performance against KPIs.
Carry out budget and workforce plans for the area.
Keep staffing aligned with volume forecasts and monitor attrition trends.
Own SOP creation, review, and approval within the team.
Serve as the subject matter expert for the area and ensure adherence to policies and compliance standards.
Drive changes to policies, productivity benchmarks, and operating models.
Identify training needs and process improvement opportunities.
Prepare teams to adopt new programs, tools, policies, and workflows.
Build strong relationships with internal partners and external customers.
Lead the resolution of sensitive and highly escalated situations.
Provide end-to-end change leadership through rapidly evolving work.
Create communication plans for leaders and teams.
Build a connected culture of ownership, accountability, and best-practice sharing.
Lead the responsible adoption of approved AI tools across teams.
Build managers' confidence and capability in AI adoption.
Evaluate the impact of AI on efficiency, service quality, and member experience.

Requirements

Active independent license (e.g., LP, LCSW, LMHC, LPC, LMFT)
6–10 years of total professional experience in customer support, behavioral health, care delivery, or operations.
5+ years of leadership experience, including managing managers and leading teams of 40+ through layers.
Track record of building high-performing teams and developing both leaders and frontline team members.
Experience translating strategic plans into operational processes and driving KPIs and service levels in high-volume environments.
Experience overseeing supervision, triage, escalation, crisis management, and safety planning across teams.
Experience developing and managing programs, including overseeing teams responsible for program delivery and continuous improvement.
Exceptional communication and change leadership skills, with the ability to convey information concisely, adapt to different audiences, and engage a team.
Hands-on experience with EHR systems, case-management or contact-center platforms (e.g., Zendesk, Salesforce), BI tools (e.g., Looker, Tableau), and AI tools, including applying AI to workflows, critically evaluating outputs, and protecting confidentiality.
Experience in a startup, digital health, or other high-growth environment (Nice to have).
Working knowledge of workforce management concepts, including Erlang C, shrinkage, and occupancy (Nice to have).
EAP experience, including CEAP (Nice to have).

Skills

AI tools
AI fluency
Performance management
Change leadership
Communication
EHR systems
Case-management platforms
Contact-center platforms
BI tools
Workforce management concepts

Location

Remote

Work Type

Full-time
Remote

Experience Level

Senior Manager
5+ years of leadership experience
6-10 years of professional experience

Education Level

Active independent license (e.g., LP, LCSW, LMHC, LPC, LMFT)

Benefits

Health, Dental, Vision benefits start on your first day
Access to One Medical accounts
HSA and FSA plans available
Spring contributing up to $1K for HSAs
Employer sponsored 401(k) match of up to 2%
Yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
Competitive paid time off policies including vacation, sick leave and company holidays
Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents (at 6 months tenure)
Access to Noom, a weight management program
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
Access to Wellhub
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

About the Company

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health.
We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.
Outcomes independently validated by JAMA Network Open and the Validation Institute.
Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.
As an AI-native company, we believe technology should expand the reach, quality, and humanity of care.
Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Equal Opportunity

Spring Health is proud to be an equal opportunity employer.
We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic.
We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements.
Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans.
If you have a disability or special need that requires accommodation, please let us know.